Re: I love demands to do the impossible
Ask before you tell. If the PHB or a customer want's you to do the impossible, politely ask them how they envision you doing so. Then you can respond, either directly to their suggestion, that you have though about it and have identified (list of problems) as issues, or ask for a budget to start and R&D group to look into it if you are bored and tired of succeeding. :-)
Also from the original article, while it can be tough with the big wigs, try to reproduce the issue yourself face to face. Often the ground level truth doesn't match the ticket, as people often don't describe the problem correctly or in enough detail. Working backward to the user when that is an all day process can ruffle some feathers. Doubly so when you look at their screen for three seconds and confirm nothing you did all day was related to the issue. Not that would of saved today's hero, at least how they tell it. But sometimes starting with the space between the chair and keyboard can jump start that light going on.
Biting the hand that feeds IT
