*pencil in eye*
Mar. 2nd, 2006 06:48 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
azzy23.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryHi. This is my first post, but I just had to share the joy.
There's this incredibly tedious process for escalating cases at my work. The ostensible purpose is to make sure ALL information needed has been gathered, thereby freeing the upper level types to merely stare at the information, allow their massive brains to pulse a few times, then spit out a brilliant solution. I know what you're thinking, but strangely, the above scenario does actually happen sometimes...
The truth is, this tedious process usually serves as a deterrent to escalating. (well, to me anyway).
Things get really fun when you find a wee crack in the process. Here's a taste!
This issue is non-technical. A customer purchased an account through a reseller, but the reseller never sent us the information to get the account created. The people who are able to light a fire under the reseller will not accept email or contact from my lowly, tier one ass. They reply with a snotty "we don't have to talk to you, tell your tier two to call us." This is all fine and dandy, except tier two doesn't actually TAKE the case from you, like, say, as an escalation. They're actually not supposed to. Again, fine fine, but... if the case sits in my queue... it counts against my service scores.... and I can't actually do *anything* with it myself... ??
I've mentioned this to management literally 3 or 4 times, and they usually agree that it's a problem that needs to be changed. Today my manager asked me why I'd let a case stay open for 36 days. I explained the above scenario. The manager then asked why I hadn't talked to management about the problem. I explained that I had. The manager said they would get it sorted out.
I just checked the case. A tier two tech has updated it, cc'd my manager saying... the case literally has to sit until the reseller sends our upper guys the info. It's still assigned to my queue.
*grin*
There's this incredibly tedious process for escalating cases at my work. The ostensible purpose is to make sure ALL information needed has been gathered, thereby freeing the upper level types to merely stare at the information, allow their massive brains to pulse a few times, then spit out a brilliant solution. I know what you're thinking, but strangely, the above scenario does actually happen sometimes...
The truth is, this tedious process usually serves as a deterrent to escalating. (well, to me anyway).
Things get really fun when you find a wee crack in the process. Here's a taste!
This issue is non-technical. A customer purchased an account through a reseller, but the reseller never sent us the information to get the account created. The people who are able to light a fire under the reseller will not accept email or contact from my lowly, tier one ass. They reply with a snotty "we don't have to talk to you, tell your tier two to call us." This is all fine and dandy, except tier two doesn't actually TAKE the case from you, like, say, as an escalation. They're actually not supposed to. Again, fine fine, but... if the case sits in my queue... it counts against my service scores.... and I can't actually do *anything* with it myself... ??
I've mentioned this to management literally 3 or 4 times, and they usually agree that it's a problem that needs to be changed. Today my manager asked me why I'd let a case stay open for 36 days. I explained the above scenario. The manager then asked why I hadn't talked to management about the problem. I explained that I had. The manager said they would get it sorted out.
I just checked the case. A tier two tech has updated it, cc'd my manager saying... the case literally has to sit until the reseller sends our upper guys the info. It's still assigned to my queue.
*grin*
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no subject
Date: 2006-03-03 01:39 am (UTC)no subject
Date: 2006-03-03 08:16 am (UTC)no subject
Date: 2006-03-03 04:13 am (UTC)Tango.
Foxtrot.
... And meanwhile, the customer is stewing like a pot roast that's been on HIGH heat for 16 hours, or, they've already canceled the account and told their friend "DO NOT SHOP THERE, they don't know their ass from a hot rock".
::hands you a cookie and beverage of your choice::