Ticket reporting
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Had this frustrating experience:
User (Me):
- Connect to production database that literally runs the company and drives the work of 600 people
- Get a connection timeout
- Ask several people to confirm
- Confirmed.
- Call helpdesk, give detailed information about the database impacted, tool used to check connection, provided screenshot of error message, provided impact of isse
- Sev 1 incident created
- Assigned owner asks why it's an issue
- Explains the issue again in detail to owner
- Asked why it's a sev 1 issue
- Email chain explaining the issue again, including screenshots, federal laws that will be violated etc.
- . . .
- Finally get shown the reported ticket, and all it shows is a sev 1 ticket with the text 'Unable to connect to <target> database' with no details, no information, no screenshots.
God dammit people.
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Sounds very normal.
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While frustrating, sounds pretty typical. I've had situations where I created a ticket in similar circumstances and had to explain 5 times before any one would actually put the info into the ticket. Even when I told them to put it in the damn ticket.
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"doesn't work" is a very common ticket
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"doesn't work" is a very common ticket
It doesn't work!
What's the error message?
I don't know, I didn't read it.
Can you do it again and read the error to me?
I don't know how I got there.
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Except that's not what happened here,
It doesn't work! Here's the information!
< middleman >
What's wrong!
It doesn't work! Here's the information!
What, production being down intraday is a production blocker? It was only down for 10 minutes!
(600 * (hourly rate * .10)) = $lost during outage)
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10 * (600 * (hourly rate * .10)) = $lost during outage)
heh
try ($empCount * $avgHourlyRate) / 6 = $lostDuringOutage
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shut up, I am sour grapes and failed the math equation because I was changing how I wanted to display it.
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(#employees * (hourly rate * TimeOutage)) = $lost during outage)
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From a ticket that I just read:
Scaled me back to IE8 because it was the most superior of all the alternatives we explored.
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Connect to production database that literally runs the company and drives the work of 600 people
Try "somebody dug up a piece of fiber optic cable, no internets and no connection to servers until afternoon". Happens with a pretty scary consistency here.
Filed under: solitaire skill leveled up!
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You can't file your own tickets? Thats WTF#1.