As always, the issue was difficult to reproduce, sometimes it seemed to go away but unfortunately it always came back to drive users crazy. So it was a matter of time before shit hit the fan and the thing really got priority.We got it fixed, but it still left me with a bit of a hangover. Why did it took so long and why did postponed it until we had so much frustration around and we actually got on with it.
After a bit of soul searching I'll try to define a few principles that could be followed when dealing with such issues. On purpose, I won't be talking about technology, even more, I guess this is useful in most disciplines.
Rule #1: Never ignore these recurring issues. Give it priority.
If the issue recurs once or twice, there is a very good chance that it will keep on raising it head, So acknowledge the issue and focus on finding the root cause for it, otherwise you'll be forced to wipe your agenda (typically when it doesn't suit you at all) after things have been escalated.
Rule #2: Focus
Of course you need to prioritize, but fixing problems is not a part-time job. Focus on it, wipe your agenda and do not give up until you found a solution.
Rule #3: Understand and co-operate across the entire chain
More and more, solutions are chains of services, and if you do not have the overview of the entire chain, there is a very big chance that fingers will be pointed between the various parties. You need to have the overview, work together and make sure everyone involved has the same sense of urgency.
Rule #4: Work in tandems
When working alone, there is a good chance you'll be overlooking things. When working in duos, you need to explain to your partner why something might or might not be an issue, which is a critical part of finding the root cause.
Rule #5: Brace yourself for the hangover
Fixing the problem is like a night out with friends. While you're doing it, it is great but there is a good chance it feels differently the day after. Why took it so long, why was it such a simple thing, these are the sort of questions (accusations?) you will be asking yourself. That's the way it is, I guess you just have to live with it.
Is this rocket science? Far from it! Would it be helpful to live a bit more by these rules? Most definitely, at least I'll give it a try next time :-)
