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Best Practice for Submitting Cases
Here are my thoughts and tips for the most effective way to submit a support case, for both bugs and enhancements. Please post tips you have learned from your own experience.
First of all, there's Phone vs Online.
[LIST]
[*]It's unfortnuate, but the best way to get action quickly on your submittal is via Phone.
[*]But there are two problems with Phone submittal[LIST]
[*]It takes longer, sometimes, much, much longer
[*]Often the support rep doesn't capture the issue or ER very well, or at least doesn't document it very well. I sometimes see title/abstracts of my cases/issues that I have no idea what it means.
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