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Long Running Service Request or COLD CASE?

edited May 30, 2011 10:39AM in Using the My Oracle Support Portal (MOSC) 3 commentsAnswered
What's going on? Why is it taking so long? Is anyone out there? Resolving Service Requests can seem to take forever. If your Service Request is taking more than a few days, moving into weeks or months, here are few things to consider.

Long running Service Requests are painful. They aren't the best topic to discuss, but here are some best practices to consider.  If Oracle Support hasn't closed the issue in a day, a week or even two weeks; realize it's not a quick kill.  It's not a fast fix.  Oracle Support isn't hiding anything from our customers.  In most situations, long running issues are a result of really complex architectures and environments, OR it could be a product defect.

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