It is now March 17th; the client has approved the drive and I have ordered the drive with 1 day shipping. I reach out to my manager and say "Does this need to be a ticket or a project? It's going to take the server down" and my manager answers "Mini project." I don't know what the hell that means so I go to the project manager (who is a good project manager, but who is non-technical).
"Manager Danny says that needs to be a mini project. I don't know what that means, but this will take down the server for us to install; we need to get it done as soon as possible."
"Okay," Project Manager Elizabeth says.
It is now March 19th. The drive is on site at the office where techs Bob and Charlie work.
"Is there a ticket or a project created for this drive installation?" I ask. I still have the procurement ticket open. I am waiting for an update. I get no answer.
It is now March 20th. The drive is onsite at the office where the techs work. "Elizabeth, has this been assigned to anyone?" No answer.
It is now March 21st. This specific ticket, this nightmare fucking ticket, has provoked institutional changes in ticket handling. We are now going to be responsible for ticket ownership. Your ticket, your problem. "Great!" I say in the meeting. "How do we escalate if we've got a ticket that's beyond what our skills are?"
"You'll forward it up the chain to team leads Frank, Giselle, and Henry; we'll also have a daily scrum call to figure out how we're going to handle stuff."
"Neat!" I say. I reach out to team lead Frank and let him know that there is a drive in the office that needs to be installed for a user who has a failing drive on their server and that we need to move on this.
It is March 24th. I am in the daily scrum call. "I need someone to go onsite and install this drive," I say. "The client has a failing drive in their server. We need to replace it, we need to schedule a time to replace it. We need to communicate with them because the server will be down while it's rebuilding. We need to do this fast the drive has been failing since December."
"That needs change monitoring, since it's going to take the server down," Project Manager Elizabeth says. "I'll send you the form."
It is March 25th. I have filled in as much of the change form as I can. I am in the daily scrum call. "I need someone to go onsite and install this drive. We need to schedule it. The server has a failing drive. I need help completing the change form because I don't know how to estimate how long it will take to rebuild."
"That's my wheelhouse," team lead Frank says. "Let's go into a separate call after the meeting and I'll work with you."
Frank and I get on a call; the call before me runs late so we have fifteen minutes. I spend three getting him up to speed and he spends the rest trying to read the new change form. I complete some of the sections as he gives me dictation, then he has to run to another meeting. Frank is too busy to install the drive himself, Bob isn't capable of it, so Charlie is the only one in that region who can do so. I don't know that we can trust Charlie.
It is 4:30PM. I message Project Manager Elizabeth. "Where does the form go when I'm done with it?"
"Into the client folder; we'll get that processed into a project this week."
"I need you to get on the phone with me."
"This is an emergency. If I knew how to do it I would drive to northern california and install this drive myself tonight. This is just like the other emergency that happened that took down a major customer. We need to do something about this now."
"OH. Oh. So this needs to be a priority."
"Okay, can we have Frank install it?"
"Charlie is the only one who can install it at this point."
Elizabeth makes a face. "I would really, really prefer it if Frank did the install. I'm not sure we're supposed to let Charlie do the install."
"Me too. But Frank is swamped, and Bob can't do it."
"Okay; I can work with you on it in the morning, but we're not going to be able to get anyone out there tonight anyway."
It is 4:45 PM. I message my manager Danny. "I need help escalating this. I'm having trouble communicating the urgency we need here. We need to get someone scheduled to install this drive. Nobody is scheduled for it. This is still my ticket so it's still my problem."
Danny says "Oh. That's not really procurement's problem anymore. We'll get a ticket or project created and we'll get it handled."
"I'll talk to Elizabeth about it in the morning and see where it is in her schedule once you complete the change form."
It is 4:55 PM. I message Team Lead Giselle, who was on my old team. She lives in southern california. "We have a client with a failing drive in a RAID 5 server. The drive has been failing since December. There is a drive onsite to replace the failing drive. Is this something you would be willing to drive to Northern California to fix?"
Giselle says possibly, then starts looking into my ticket. "It's been failing since december?!?!" Yes. "The drive has been onsite for most of a week?!?!" Yes. "What does their storage look like?" 96% utilized. "Oh jesus that's going to take forever to rebuild. What did Frank say?"
That he wanted Charlie to do it. But I don't think we're supposed to let Charlie do it and Bob can't and Frank is swamped.
"What did Danny say?" That I could close my ticket and we'd get another ticket created for install.
"There isn't even a ticket for this?!?!?!?!"
"No. Should I create a ticket and assign it to you? If you want this, I'm going to create a ticket and assign it to you and list all the backstory and it's going to be your ticket, your problem."
"I can't agree to go up to NorCal without prior approval. This probably needs to be a project."
Should I just call the CEO at this point? Should I just say "look this is a fucking emergency, this is ON FUCKING FIRE, this is something that needs to be done RIGHT NOW and I don't know what you mean by "take ownership" if I can't get anyone else on the team to escalate or understand how a failing drive in a RAID array is a RIGHT FUCKING NOW issue when we HAVE the hardware on hand"?
I feel crazy. Nobody is reacting to this correctly. I have no idea what to do.
And, once again, how much of this really is my fucking job?