Why Isn’t “The Process” Followed?

“We have a ticketing process for all of these things. Anything you do needs to go through that.”

The assumption is that, by going through a proper ticketing process, every request will be funneled through some sort of prioritizing and that that will minimize disruption.

Imagined scenario–total support/development time, 30 minutes:

  • Person needing a change to something files a ticket.
  • Magical “prioritization” takes place.
  • Technical worker executes in perfect order from off the queue.

Real attempt at following the process, 2 days:

  • Person needing a change contacts a random technical person.
  • Some effort to redirect or funnel through ticketing process is made.
  • Urgency communicated.
  • Another manager included on email chain, all the while missing managers who also need to be involved.
  • Random forwarding of emails to managers who also need to be involved.
  • Restart of the story from the beginning.
  • Someone else is left out of the loop.
  • .
  • .
  • .
  • Something blows up in production and things have to be reset to where they were before.
  • Crisis averted.
  • Technical person tries to remember where they left off.
  • Technical person spends time reorienting to the original task.
  • .
  • .
  • Technical person takes care of what should have been a 30 minute task in the first place.