Post 9sC0mXTQ85nn2pOWps by daum3ns@fosstodon.org
(DIR) More posts by daum3ns@fosstodon.org
(DIR) Post #9sBtStYvawEM55emYK by Gina@fosstodon.org
2020-02-19T09:09:13Z
0 likes, 0 repeats
"Nope. Nooope, not today. I don't want to. Nooooo :( "We're deep diving into our supportbox today. Resolving unresolvable stuff. Fun. 😐 #foss #opensource #adventure
(DIR) Post #9sBwxRH57NRvBgZ6jQ by mike@fosstodon.org
2020-02-19T09:48:06Z
0 likes, 0 repeats
@Gina It's almost 3am here, and I'm on a phone call with people that keep asking me questions that don't matter. I've got 4 hours until I have to be up to get my kids to school. I feel your pain.
(DIR) Post #9sBxAjJ1OCbisJoI9g by Gina@fosstodon.org
2020-02-19T09:50:33Z
0 likes, 0 repeats
@mike Why are you working in the middle of the night?? :o
(DIR) Post #9sBzxQd5odZh38Y0Rc by Gina@fosstodon.org
2020-02-19T10:21:56Z
0 likes, 0 repeats
Status update: we went from 78 open tickets to 53. All low hanging fruit. Now the digging really begins.
(DIR) Post #9sBzzOKtJXVOW0yC0m by Gina@fosstodon.org
2020-02-19T10:22:04Z
0 likes, 0 repeats
Status update: we went from 78 open tickets to 53. All low hanging fruit. Now the digging really starts.
(DIR) Post #9sC0DHxzn9NOoct504 by ShinIce@social.tchncs.de
2020-02-19T10:24:46Z
0 likes, 0 repeats
@Gina sounds good as a start 👍🏻
(DIR) Post #9sC0EbcCE0f62lJpPE by ff0000@chaos.social
2020-02-19T10:25:00Z
0 likes, 0 repeats
@Gina You don't like it? We just had a 'cleanup' day here at the company. Everybody was happy to be able to just clean up things that they had been looking at for a long time. We made it a monthly thing now. #oldcode
(DIR) Post #9sC0NNGMxGRC8bI4uW by Gina@fosstodon.org
2020-02-19T10:26:39Z
0 likes, 0 repeats
@ff0000 I love cleaning and reorganizing stuff. But to be confronted with tickets that I just don't know how to resolve, but that also can't be closed because they're real issues, just sucks. Anxiety triggering stuff.
(DIR) Post #9sC0ZRHdpfu659dek4 by berkes@bitcoinhackers.org
2020-02-19T10:28:45Z
0 likes, 0 repeats
@Gina "Marked as wontfix: This behaviour is Documented". Done.
(DIR) Post #9sC0aQTSKMbDrSdS7s by ff0000@chaos.social
2020-02-19T10:29:00Z
0 likes, 0 repeats
@Gina Oh, that i can imagine! Do you have co-workers with which to solve these issues, to reduce those triggers.
(DIR) Post #9sC0dqUA4f89P2b0eu by Gina@fosstodon.org
2020-02-19T10:29:36Z
0 likes, 0 repeats
@berkes I should have never given my users the power to re-open tickets.
(DIR) Post #9sC0mXTQ85nn2pOWps by daum3ns@fosstodon.org
2020-02-19T10:31:00Z
0 likes, 0 repeats
@Gina HEROES!
(DIR) Post #9sC0x1B8XdOa4Lq6a0 by mike@fosstodon.org
2020-02-19T10:32:53Z
0 likes, 0 repeats
@Gina I'm on call. Stuff is broken. For the most part, the stuff that's broken doesn't involve me personally, just our automated processes. Someone else's stuff broke and screwed up my automation. Now I"m sitting here reading web comics at 3:30am waiting for someone else to fix their stuff so my automation will work the way it's supposed to. I'm more than a little frustrated.
(DIR) Post #9sC1JUmBBBiqEcsrDM by Gina@fosstodon.org
2020-02-19T10:36:55Z
0 likes, 0 repeats
@mike nngggghh that sucks. I hope you get some time off for this.
(DIR) Post #9sC1LDPWiMBCxM6mGG by Gina@fosstodon.org
2020-02-19T10:37:29Z
0 likes, 0 repeats
@ff0000 I do, hopefully we can resolve some of them together.
(DIR) Post #9sC1QeXJI1e4X5LFgG by mike@fosstodon.org
2020-02-19T10:38:15Z
0 likes, 0 repeats
@Gina Yea, probably not. I don't have a lot of meetings on my schedule for today, so I'll probably catch a nap though.
(DIR) Post #9sC2m1yJS5ZfFgjIuG by codeplex@fosstodon.org
2020-02-19T10:53:28Z
0 likes, 0 repeats
@Gina Wow i wish out tickets would go as fas. Great job!
(DIR) Post #9sC3ZguC3ClcOXTzSS by Gina@fosstodon.org
2020-02-19T11:02:29Z
0 likes, 0 repeats
@codeplex you can. Just ignore them for 3 months and then close them and hope the users doesn't care enough to open them again.
(DIR) Post #9sC5KgnoLp9BdkTJku by mike@fosstodon.org
2020-02-19T11:22:05Z
0 likes, 0 repeats
@Gina Now comes the fun part. I setup monitoring of remote services to see when it became available. It finally did, and I got my automation back up and running. They still haven't called to tell me that it's fixed. Here's where I go back to bed, and they wake me up again in 15 minutes to tell me they've fixed the problem.
(DIR) Post #9sC5TbPTllGbWQLC6a by Gina@fosstodon.org
2020-02-19T11:23:31Z
0 likes, 0 repeats
@mike You're really going to wait for that instead of claiming all the glory by sending a 'I fixed YOUR problem, you're welcome' mail?
(DIR) Post #9sC5pnPjop4L7h2pXs by mike@fosstodon.org
2020-02-19T11:27:38Z
0 likes, 0 repeats
@Gina Heh, it's a lose/lose situation. Because it was a remote service that was broken, which I don't have access to, claiming I fixed it would imply the issue was with my automation. So either they fixed their broken stuff, or I fixed my broken stuff. It's better for me if their stuff was broken (which it was).
(DIR) Post #9sC5rJDF4uvW29vB7Q by berkes@bitcoinhackers.org
2020-02-19T11:27:39Z
0 likes, 0 repeats
@Gina I was once told by an expert in ticketing systems that they deliberately left out or disabled the "re-open" feature.Instead forcing people to create a new issue, potentially with a link to the old one.Two benefits:1. Devs think well about closing. Is everything really done? Really?2. "Similar-ish", "regression" or "related" is a high cause for re-opening; yet in reality a completely new issue.
(DIR) Post #9sC6Uey282ZAnZZUAa by Gina@fosstodon.org
2020-02-19T11:35:11Z
0 likes, 0 repeats
@berkes Especially 2. But also 3. my users are really nice and will often send a thank you message which automatically re-opens the ticket :')
(DIR) Post #9sC7IQvabKG5jeA6nw by codeplex@fosstodon.org
2020-02-19T11:44:11Z
0 likes, 0 repeats
@Gina 👍
(DIR) Post #9sC9a8GavBxCymYQi0 by Tayo@fosstodon.org
2020-02-19T12:09:24Z
0 likes, 0 repeats
@mike @Gina Kinda like when stuff doesn't work, they suspect and say it's your code/stuff but they're wrong and it's up to you to prove it. They won't budge until you do. Meanwhile peoples electricity might be down or in danger of being down. They're playing games and pointing fingers. The electric company never sleeps.