Friday, September 27, 2013

Always A Struggle

I am struggling today here at the office.  Right now, the main thing I am struggling with is a prevasive desire to simply take a long nap.  Looking at the clock, I’ve still got a ways to go, so I figured a bit of time writing and then a bit of time walking might help me fend off the sleep demons for a while.  I started work at a little after 4:00 AM this morning, prepping for a teleconference with a customer in the early morning hours.  That means here, now, with 1:00 PM approaching I have been at it for close to an eight hours.  I managed to squeeze a lunch break in there, so I should hit a solid eight at around 2:00 PM.  Then I am going to scoot home and take that much needed nap.

Work was chaotic this morning. I have mostly been wrapped up in a customer support incident with a long chain of causality resulting in an error condition. I’ve chased the bug through the system and now know where it resides.  Part of my start of near exhaustion stems from the continual struggle of convincing people where the bug lays. I often wonder if other companies struggle as much as we do with our technical support issues.  The challenge we often face is finding someone to take ownership of the issue - there is a real tendency to skate if off and send a ticket to some other group, whether it belongs to that group or not.  It is that rush to close tickets, not actually solve problems.  Personnally, it irritates me because all of the energy that much be expended to try and get the issue in front of the right people and then, convince them to act upon that ownership.  Always a struggle.  Always a struggle.


No comments: