In <9045833222889555.wa.markmzelden....@listserv.ua.edu>, on
11/30/2012
at 02:18 PM, Mark Zelden <m...@mzelden.com> said:
>What I've done in those cases is to open as a Sev 2 and then
>explain the criticality of the situation and say "please treat
>this like a sev 1" and that has worked well for me. Of course
>management (not my manager, but people above him) wants
>everything opened as a Sev 1 when it affects our clients systems,
>but I try not to do that except when there is an outage involved.
>I use to work for a shop who's manager always wanted Sev 1s
>opened for things I didn't consider Sev 1 and anything that was a
>Sev 1 was escalated to a crit sit. I figured IBM looked at the
>sev 1s and said "oh, it's them again" and just treated it like a
>sev 2. :-) (boy who cried wolf syndrome)
That's why I prefer to open incidents as Sev 3[1]; when I open one at
Sev 1 or Sev 2, I don't have a rack record of severity inflation to
ruin my credibility.
[1] With the occasional Sev 4. Yes, IBM does eventually deal
with those.
--
Shmuel (Seymour J.) Metz, SysProg and JOAT
Atid/2 <http://patriot.net/~shmuel>
We don't care. We don't have to care, we're Congress.
(S877: The Shut up and Eat Your spam act of 2003)
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