Quote:
Originally Posted by Superflyer
WRGMG is people that do not get back to you until it is an emergency.
I got a ticket from a user last week saying "I'm having a problem with a file!" I email them asking if they can provide an error message, more details on what is happening, where the file is, what kind of file it is etc. I get nothing back so I email again the next day asking if the issue is still happening and if so to let me know. Nothing again. I email again two days later saying the same thing. Yesterday I send another email asking if the issue is still happening and since I have not heard anything back I will close the ticket.
Well this morning I get an email from them CCing their boss saying that the issue is still happening and affecting their work and it is really important that this gets fixed ASAP. Their boss emails me half an hour later saying that this is very important and needs to be resolved right away as the first person cannot get any work done and she CC'd her boss. So now after not getting any reply for a week it has been escalated up two more levels of management.
I still have not gotten a lot of information on what is happening either.
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Yup...and then management thinks you're not doing your job. Happened to me just recently as well. I then (as mentioned below by another person here) sent all the emails I had sent previously, to management showing that I was indeed on top of the situation. Back to the user at that point looking stupid. Hate when people do this.
