>>>>> "Doug" == Doug Hughes <[email protected]> writes:
Doug> On 3/2/2012 9:48 AM, John Stoffel wrote: >> >> Handling tickets could be as easy as "I don't know how to do this, >> I'll give it to Bob", or you would just handle the issue. This let >> project work get done more quickly and in a more focused manner. >> >> I guess what I'm saying is that on-call is a seperate issue from >> helpdesk and/or handling overnight problems in my view. >> >> John I have *got* to learn to read the entire thread before responding to emails... Doug> I agree, and I didn't catch this distinction the first Doug> time. Oncall isn't necessarily responsible for fixing everything Doug> that happened. Oncall is responsible for dispatch. This is the key thing here, esp at my current job since we have multiple remote sites and when I'm on call, I can't fix San Diego stuff without a long flight. Though in January I'd be willing to make the time. *grin* Doug> That may mean dispatch to self if that person is the best person Doug> for the long term fix, or it may mean dispatch to somebody else Doug> if somebody else is the best person, or it may mean dispatch to Doug> a ticket for best-effort. Absolutely. On-call is routing and hand holding of the customer, and ideally the person who solves the issue, but not always. John _______________________________________________ Discuss mailing list [email protected] https://lists.lopsa.org/cgi-bin/mailman/listinfo/discuss This list provided by the League of Professional System Administrators http://lopsa.org/
