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Much of this is only from the perspective of the consumer, a developer. What businesses want is a way to be able to track progress and communicate priority. T

Much of this is only from the perspective of the consumer, a developer. What businesses want is a way to be able to track progress and communicate priority. The difficulty for the the business is how they communicate their priority to you, that's what the priority field is for, it's a way for the person raising the issue to supply a way to communicate how important an issue is to you. The position in the queue is how you (and presumably your team) should decide what order to tackle the work in. The final point is the solution to the problem is to create another system for issues, which goes against the point that says "every team must have a single ordered queue of tasks". I find it interesting that the solution to, in their own words, "One of my life’s traumas" is to add another issue tracking tool. Are we trying to fix the right problem?

Almad 6y ago
Hmm, I communicated wrongly then. Because the separate system for issues is for a different team and a different purpose and no, it's definitely not a solution to the problem, but rather a prerequisite for the outlined system to have a chance at working at all.
- jpswade 6y ago
  You described it as a “separate system for handling questions for the development team”. How do you propose that queue is prioritised and consumed by the development team?
  - Almad 6y ago
    In both companies I've been using that, it was a very simple RT/JIRA-SD-style system: "open a subject/text ticket, clock starts ticking, on call engineer gets a non-wake-up memo and will reply with high priority during work hours" and ticket will get closed ASAP and we do achieve inbox 0 regularly. Yes, there are obvious issues and it requires two things to work: 1) If you actually have no clue about the product, you are respectfully told to fuck off to normal user support channel 2) If you keep misusing this for user support / slack channel, you get your access revoked. ...which are hard sells in large companies, of course—on the other hand, in BigCo I got success in getting an engineering headcount to accommodate that.

Almad 6y ago

Hmm, I communicated wrongly then. Because the separate system for issues is for a different team and a different purpose and no, it's definitely not a solution to the problem, but rather a prerequisite for the outlined system to have a chance at working at all.

jpswade 6y ago
You described it as a “separate system for handling questions for the development team”. How do you propose that queue is prioritised and consumed by the development team?
- Almad 6y ago
  In both companies I've been using that, it was a very simple RT/JIRA-SD-style system: "open a subject/text ticket, clock starts ticking, on call engineer gets a non-wake-up memo and will reply with high priority during work hours" and ticket will get closed ASAP and we do achieve inbox 0 regularly. Yes, there are obvious issues and it requires two things to work: 1) If you actually have no clue about the product, you are respectfully told to fuck off to normal user support channel 2) If you keep misusing this for user support / slack channel, you get your access revoked. ...which are hard sells in large companies, of course—on the other hand, in BigCo I got success in getting an engineering headcount to accommodate that.