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Unfortunately, working in a big enterprise world, I've seen both sides of this. After a while it becomes somewhat obvious if someone is legitimately asking for
by c0nsumer 6y ago
Unfortunately, working in a big enterprise world, I've seen both sides of this. After a while it becomes somewhat obvious if someone is legitimately asking for more info, or if they are just punting the ticket down the queue. (The former is when you can tell they are becoming focused whereas the latter seems to be more general, swirling questions.)
- newshorts 6y agoTrue, having seen this as well, the motivation driving the dev does eventually become pretty transparent.
- bonestamp2 6y agoAgreed, although we (mostly) solved this a number of years ago. Our validation team has screen recording software running all the time. If they see an issue, they attach the video to the bug report. These videos dramatically improve everyone's ability to accurately report bugs and quickly resolve them.
- gshulegaard 6y agoI too have seen the case when a developer will ask for more information in order to game the process. While this is arguably (and I would agree) a failure of the process since it incentivizes undesirable behavior, you can quickly wind up in a situation where there is a large cadre of developers who will reflexively ask for detail. In this situation you often have good "measured" performance across the engineering org, but there tends to also be a large swath of tickets which find themselves in limbo. Some of these tickets can take months to resolve when a day or two of concentrated effort could have resolved it.