Thursday, June 13, 2024
HomeFrom The Field"It's been escalated."

“It’s been escalated.”

I was working on a ticket that had me baffled (it’s now fixed). Sadly, it was one where the person involved was not able to do a large part of her job.

I got a call from this woman’s manager, upset that it was taking so long to fix. The conversation went like this:

Her: I’ve noticed that the ticket is still in normal severity. This application is critical to her job.

Me: I know. I’ve been trying everything I can think of, including asking techs from other departments.

Her: Well, I think we should increase the severity on the ticket. Also, I think it should be escalated.

Me: You want to change the severity on a ticket that I’m already working on?

Her: Yes. And escalate it. This should be escalated.

Me: I’m not sure what that would accomplish. I’m already working on it.

Her: Just tell me who I need to talk to in order to escalate this!

Me: Um, okay. Talk to (manager’s name) at (phone number).

About twenty minutes later, I get a call from my boss.

Boss: Hey, you still working on that ticket?

Me: Yup.

Boss: Okay. Well, do it more intensely, it’s been escalated.

Me: Will do!

So, I started typing with extra vigor, and mouse-clicking with the focused intensity of a laser.

Still have no idea why she wanted to escalate something that was already being worked, though…

Oddly, I figured it out about a half-hour after “escalation”, which means that I’ve probably just reinforced the whole “escalation = stuff gets fixed” thing in her head.

via: [Reddit\TalesFromTechSupport]