(no subject)
Jul. 7th, 2009 11:05 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
stormdogI got an email from my manager at 5:00 yesterday asking that I check on a problem an employee was having logging in. I didn't check my email this morning because, being 'on queue', I've been busy dealing with incoming calls, including time spent resolving four different problems at one person's desk, and a problem at another desk. I got an email from the employee's manager asking for an update, then a minute later, and email from my manager asking what the delay was.
This could have been resolved much more swiftly if:
*I was paged via after-hours system if it's important enough to jump the normal line.
*My manager had called the employee who the ticket had actually been assigned to since she was on queue at the time and could just as easily have enabled the account.
*My manager had emailed or called someone who was not busy with both being 'on queue' on on call at the same time.
I don't understand why these things did not happen. I'm really puzzled primarily about why the person who owned the ticket didn't get an email, but all of it is confusing. On the other hand, our manager doesn't seem to really know what our schedule is anyway. At one point prior to the move, he told our team lead he should be off 'on queue' duties for a week while we got ready. He wasn't on them to begin with.
This could have been resolved much more swiftly if:
*I was paged via after-hours system if it's important enough to jump the normal line.
*My manager had called the employee who the ticket had actually been assigned to since she was on queue at the time and could just as easily have enabled the account.
*My manager had emailed or called someone who was not busy with both being 'on queue' on on call at the same time.
I don't understand why these things did not happen. I'm really puzzled primarily about why the person who owned the ticket didn't get an email, but all of it is confusing. On the other hand, our manager doesn't seem to really know what our schedule is anyway. At one point prior to the move, he told our team lead he should be off 'on queue' duties for a week while we got ready. He wasn't on them to begin with.
