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Wow. I really like that ticketing system resolution. I'm going to keep that in my back pocket. Seems like it would really help having a formal and public (to th

Wow. I really like that ticketing system resolution. I'm going to keep that in my back pocket. Seems like it would really help having a formal and public (to the office) way of handling sticky situations. I can tell you see the policy as a net positive. Have you noticed other employees didn't like policy as much? What were their grievances with it?

benjohnson 6y ago
You have very thoughtful questions: Nobody has complained - though if they used the issue tracker, we all would find it meta-amusing. In my opinion, the issue system needs to be used all the time for everything - so that nobody feels that thyr're the only squeaky wheel. It does require trust however. We have been known to punt an issue to let us all collect our thoughts. I know the system keeps me from micro-managing, keeps one of my guys from just complaining (we ask for a potential solution), and keeps another employee from feeling un-empowered. The only bad second-order effect I've seen is sometimes people wait to fix simple problems - they tend to it in the system instead of just fixing it. But... Usually I'm wrong, the issue usually is deeper upon reflection.