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I think this goes both ways. I understand that sysadmins are human and get busy and/or make mistakes. Most of the time though, nagging developers could be ple

by j_baker 16y ago

I think this goes both ways. I understand that sysadmins are human and get busy and/or make mistakes. Most of the time though, nagging developers could be pleased by sysadmins being a bit more proactive in communicating with people. After all, when a ticket has been open for a week with no response, most people will start to get a bit frustrated and take it out on the sysadmin. A simple "Hey, know you've been waiting on this a while, but I have X, Y, and Z to take care of before I can get to it" will do wonders for sysadmin/developer relations.

dedward 16y ago
It goes a bit deeper than that - a ticketing system by itself is just a tool, and isn't a process or a solution. If Sysadmin just threw up a ticketing system and said "put your stuff in there and we'll get to it" - then they can't expect things to get much better than email. It's a start, but only a small one. They need to put the proper process, SLA's (even if they are approximate) and review procedures around the system to make sure it's meeting the needs of the rest of they organisation.