Rants, Raves, and Rhetoric v4

Better: Closed or Resolved

I just read:

Clients are receiving responses to and closures of long-outstanding tickets. In the past quarter we’ve reduced the number of outstanding tickets by 15% (1500 tickets).

We closed several tickets because it was decided no resolution was ever going to be provided after the ticket was open for 6 months without the tier 3 or higher folks providing a single response other than, “Maybe we can look at it next week.” Hopefully these were not in this count.

On the other hand, an attempt at a fix for a critical bug may actually be tried? Right now we have one campus with about 1,500 students affected. Those numbers will bloom to 30,000 or more students by the start of Fall term.

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Ezra S F

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Comments

9 responses to “Better: Closed or Resolved”

  1. John A Arkansawyer Avatar
    John A Arkansawyer

    When I was the lead for a remote problem resolution team, one of our better people had statistics which were much better than he was (and he was pretty good), because in his spare time, he closed tickets that needed no work.

    From his point of view, and mine while I was in that role, that was a good thing. Our numbers made management happy.

    What did our customer get from it? Not a darn thing.

    Reply
  2. ez Avatar
    ez

    I’m glad you get it. Closing tickets makes the management happy. Resolving issues is what makes the customers happy. 🙂

    Reply
  3. John A Arkansawyer Avatar
    John A Arkansawyer

    Resolved: Closed is better.

    Reply
  4. John A Arkansawyer Avatar
    John A Arkansawyer

    Um, I meant to add that I’ll take the negative in that debate.

    Reply
  5. ez Avatar
    ez

    So you are saying customers would rather the ticket be closed than resolved?

    Reply
  6. John A Arkansawyer Avatar
    John A Arkansawyer

    No, you got it in one and I fully agree with you.

    I was trying to be smart and only got halfway there. I was playing on the phrasing of debates where the question on the floor begins:”Resolved:” Then I took the three big words in your title, reordered them, moved the colon, traded out ‘or’ for ‘is’, and got “Resolved: Closed is better.” If I had to argue one side or the other of that argument, I’d take the negative: Closed is not better. That’s true of so many things, including incidents.

    A long explanation for what was supposed to be a snappy quip. Sometimes I should leave well enough alone.

    (By the way, as more evidence that age has eroded my brain, until I saw the phrase in a comment, I thought your profile said you were an amateur epidemiologist. “Damn,” I thought, “Ez’s got guts.”)

    Reply
  7. ez Avatar
    ez

    Keep the quips coming. I’d rather read something startling than cognitively bland.

    Most hypochondriacs are just sympathetic amateur epidemiologists.

    Reply
  8. John A Arkansawyer Avatar
    John A Arkansawyer

    Really? Then I’ll hopefully share my latest snappy line with you:

    Subterranean Footwear Blues: The pumps don’t work so the vandals wear the sandals.

    Reply
  9. John A Arkansawyer Avatar
    John A Arkansawyer

    You’ll like this.

    Reply

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