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]