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>However, production support teams don’t have a real understanding of our application and how it’s build. This reeks of bad documentation to me (which finance
by arminiusreturns 6y ago
>However, production support teams don’t have a real understanding of our application and how it’s build.
This reeks of bad documentation to me (which finance is notorious for). If a dev has to be on to support normal prod ops thats largely due to errors in both documentation and often in poor tooling. Sometimes those errors aren't as much the devs fault because of management decisions, usually related to understaffing, but I hate how prod support gets shit on so often for failing to fix an issue when it's not really their fault.
- woutr_be 6y agoYou're not wrong, the entire thing is because of poor management decisions and poor processes. I don't really shit on specific people, more on the entire process. > This reeks of bad documentation to me Not necessarily, you can document your entire application, but production support only looks at the logs, and does a data extract based on what they see. It would be far more beneficial if you had someone who has a clear understanding of the application so that they can help with debugging and actually solving the problem. At the end of the day, production support are teams who help with 10-20 applications, it's impossible for them to truly understand specific applications. They receive a bug report from the business, investigate and extract logs, then pass it to the relevant development teams. If you need extra info, well though luck, you can reply to the ticket and wait for it to be picked up again. It's no surprise companies like this move so slow.