Thursday, December 17, 2009

We "fixed the glitch"

Someone at work just discovered that a number of people, including me, are currently NOT getting paged for--let me back up. At work, here, we have a ticketing system. That's pretty bland; I'm sure I'm allowed to mention that. Anyway, tickets can be assigned directly to people. This is frowned upon, because tickets are supposed to go to the team, not some random person on the team. Also, if you do assign yourself a ticket, to let people know you're working on it, you start getting annoying emails about "SLA breach"es. Our ticketing system thinks its a problem that I have a bunch of tickets assigned to me and I haven't touched them in a month. Oh, also, some tickets, that are important, "escalate" to your manager if you don't work on them in time. I am nobody's manager. I have no underlings. Consequently, tickets don't escalate to me. Only from me, which makes my manager really happy.

Ok, now that we've gotten that all cleared up: someone, who...how do you say it...outranks me...discovered an error in our paging system that affects a number of people, including me. This error prevents us from getting paged about nonevents like "SLA breaches" and "escalations" and being directly assigned tickets, but still allows us to be paged for real problems. Unfortunately the content of the email was not so much focused on how lucky we were, but how we needed to log in and fix the glitch. I was about to Reply-All with a snarky comment, but after rewriting it ten times I realized there is no way I could say anything and not get in trouble, and since I plan on skipping some bullshit meeting about "intellectual property" tomorrow, I should probably pick my battles. Let me remind you, I work for the company that patented clicking on something to buy it.

I have to admit I was mostly scared, though, and I have this rule where I (often) have to do things I am afraid of, especially if those things include confronting people or talking to girls, however I was then presented with a better option--one that requires my silence on the matter: deliberately setting the wrong value. My paging "alias" for events I don't care about now reads something like "dont-page-dave@". The bonus here is that now I won't even have to delete those emails anymore! Its a perfectly good excuse to not send an insubordinate email, since if I said something, someone would be more likely to notice my awesome solution.

Oh s#!$ my boss just found out.

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