Tweet
At my work, we create technical dispatch cases as a way to track the steps taken in a dispatch. Often times, a customer will call in after business hours about a relatively minor issue, and request a case be created, but that the MSS/Shop/Tech not be called out until the next morning, so we have to defer the case--this takes two steps: 1) Updating the Case Status to Deferred, and 2) Setting a Deferral date and time. When the case comes off deferral, it pages out the case owner and notifies them that it needs to be followed up on, and dispatched.
Today I got an IM from one of the guys checking out old cases. Apparently I set up a case without a deferral time, so it just sat there for 3 weeks without anyone touching it, and it never escalated/paged anyone. Oops. Thankfully no one was mad, and the shop had gone out of their own accord, but still. Big oops on my part.
Just felt like sharing.
Today I got an IM from one of the guys checking out old cases. Apparently I set up a case without a deferral time, so it just sat there for 3 weeks without anyone touching it, and it never escalated/paged anyone. Oops. Thankfully no one was mad, and the shop had gone out of their own accord, but still. Big oops on my part.
Just felt like sharing.