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What "Customer Working" SR status used for

in Using the My Oracle Support Portal (MOSC) 2 comments

We can find description of SR statuses in Description of Service Request (SR) Statuses (Doc ID 986123.1) . It describes "Customer Working" status as: the Oracle Support Engineer is waiting for an update from the Customer.

My question is: what does "Customer Working" status really mean? The Oracle Support Engineer is waiting for very important diagnostic data and can not continue without the customer update or he is still working (over the problem) and just requested some additional data.

Sometimes MOS Engineer requests additional data again and again and it looks like he use this trick to postpone the real work.

I think it would be better to see two different SR statuses:

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