On transfer agent 1 to agent 2 employee responsible on support ticket is..

hiee,
On call transfer from agent 1 to agent 2 employee responsible on support ticket is getting defaulted to Agent 1.
Calls that are transferred from Sales end up having the sales rep listed as the Employee Responsible in the Support Ticket. This makes the tickets "fall off the radar" because the Responsible Employee's Team is incorrectly determined to be the Sales Rep's Team or no team, instead of the Support Rep's team.
how to update the employee responsible in the support ticket from agent 1 to agent 2??

Are you saying the notes are incorrect?
No, I wasn't commenting on that at all. I was just saying that DBUA is the recommended way of upgrading databases... and that's in spades if you're talking about 100GB databases.
I'll lay odds that DBUA to 10.2.0.1 and then patching to 10.2.0.3 is quicker than exporting and importing 100GB of data.
(Applying a 10.2.0.3 patch is done with opatch and doesn't require a fresh installation of Oracle. A patch mostly just modifies the data dictionary: it's finished in minutes, not hours).
My real point: these sorts of questions are incredibly easy to ask, answer, discard, re-ask, modify, mull over and basically experiment with in a virtual environment.
And again: it's utterly bizarre why you wouldn't have physical access to this database (and keep in mind that I can't keep in mind little nuggets of information such as this one which you didn't see fit to share earlier!)
It's in a virtual server. Virtual servers can be zipped up and emailed! (OK, maybe not 100GB... but I've shipped a small hard disk in a zip-lok pack envelope half way round the world before now -though obviously it wasn't critical to have the contents of that envelope available for use all the time... Still, it sounds to me like here's a technology (virtualisation) that's not being properly exploited).

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