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by Agathos
2624 days ago
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> It's far more scalable than ticketing. Issues can be resolved in three lines of text, rather than ticket creation, queue, assignment, closing, etc. My experience has been that it goes on for thirty or three hundred lines of problem report -> steps to reproduce -> troubleshooting -> proposed solution -> etc. Two days later someone else gets pulled in so they look at a Jira ticket with an empty description and zero comments... |
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At some point, a channel should be created for the issue (if long lived) or Slack conversations transplanted onto a ticket.
On the other hand, I've had an equal number of times where ticket formalism led to a misunderstanding, someone on another team taking an incorrect action, and a couple weeks to get resolved.
Work that could have been saved with 10 minutes of direct communication.
Or the dreaded hot potato ticket that out of misunderstanding / laziness gets reassigned to different teams, until a week passes without any actual work done.
So, I guess the optimal solution is to know what each tool is good and bad at, and let those guide actions and policies.