Reply to post: Re: Dolt

When customers see red, sometimes the obvious solution will only fan the flames

Billa Bong

Re: Dolt

In my role I have to play the "user" in some scenarios, and what gets me time and time again is support ops who ask if we can have a screen share session so that I can show them the problem even before doing _any_ investigation (assume PANIC position). Example: a site I maintain was pulling data from a database, which went down. Site starts throwing connection errors. I confirm the database is down in multiple ways from multiple locations and raise a ticket "the database is down". What do I get back? Please share your screen with us. I happily shared my screen with all the attempts laid out, arranged before the call started. I think my record in getting off a pointless "investigative" screen share is about 8 seconds :)

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