Conclusion:
If you, as a DBA, need to call in Oracle Support they are going to treat you in much the same way as you have treated the user who reported the problem to you. They are going to ask for a very precise definition of the problem, and if they cannot solve it at once, they are going to ask for hard evidence. It is also helpful if another DBA is called in to deal with a related problem later. It may be possible for them to save a vast amount of time if they have full information as to what you have done already. Indeed, you yourself may need this written record if the problem recurs in a few months time or if it becomes so complex that it is hard to remember everything that has happened. 数据挖掘研究院
Indeed, it is the responsibility of DBA to have the full story carefully documented if there is a management post-mortem or if you need to argue the case for some contentious change in order to prevent a recurrence of the problem. Therefore, what you do during a crisis is very important for building confidence in you to your manager and company.
