[malwrar]

What competence would make ticket walls go away? I’ve only ever had dayjobs with large orgs and ticket walls have been a useful defense against folks who insist on sending low-quality help emails or DMs the moment they encounter a problem. Sometimes I consider taking a massive paycut to work in a smaller company specifically to lessen the probability of needing to work with those sorts of people. If there’s some alternative model for dealing with these people I’m excited to hear about it.

[AtlasBarfed]

Aligning resources predictively to the needs of applications/projects. So if a project is about to go into intensive database development, you align a group of your DBAs to them for "preferential access".

Not just viewing the workers as completely interchangeable cogs, but getting them insight into specific applications, so requests can be processed more quickly.

Transparency into who is handling a request.

Managers scheduling and accepting enough "float" or unplanned work time to accommodate requests.

Educating developers to plan out their resources and requests.

Aligning support personnel to release schedules.

[phkahler]

>> What competence would make ticket walls go away?

I dont mean this as snark but how about making quality software that is easy to use and has good documentation.

More jokingly: Take down the walls and let some users actually bother developers with their problems until the developers fix those recurring annoyances just for their own sanity. This is probably going too far.

[dkersten]

The "ticket wall" I was talking about in my original comment had nothing to do with quality software, but rather getting a team handling a different competency to do or answer something. The example I gave was actually for the "cloud automation" team, they handled such things as AIM roles/policies, cross-account AWS permissions and various other AWS/cloud services that other teams used. Other teams had similar "go through tickets" ways to interface with them, for example the team that handled the servers that CI got provisioned on. Developer-services teams that provide services to development teams internally, basically.

So making quality software would not eliminate the need for them or the need for them to manage incoming requests.

[xapata]

Don't change jobs for that. Same problem everywhere.