Triage without followup is worthless, so as far as I know they are both components of that job.
-- brion On Nov 14, 2011 4:02 PM, "Jay Ashworth" jra@baylink.com wrote:
----- Original Message -----
From: "Brion Vibber" brion@pobox.com
No, I meant more "one specific person whose situational awareness scope specifically includes the collective status of tickets, software or operations" (probably one of each, depending on the size of the problem).
As a general escalation path one should start with the bugmeister (that's hexmode / Mark Hershberger), whose job it is to prioritize
issues and
distribute them to folks who can work on them. Since figuring out just which part of what goes where sometimes is much easier with more historical context, old-timers like me can also help direct these to the
right
people (or be the right person).
Don't be afraid of being unsure who to send it to at first; we're much
more
likely to *get* it to the right person if the communication channels are open, even if our first response is a "what the heck is this????". :)
Yeah, but you're not answering the question I'm asking, Brion. The issue, as I understood it, was "how did this bug (which was not Jay's :-) get lost in the shuffle?"
My followup question was: "is there someone's whose job is to keep track of that?" Mark's job, as you describe it, is triage, not followup. Is it *also* followup? Or has that task not been assigned?
Cheers,
-- jra
Jay R. Ashworth Baylink jra@baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274
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