Pilot fish has an urgent problem: There’s a major system outage at this company, and it needs to be escalated at once to Support Team A.
But the outage has knocked out the automated alarm-monitoring system, so that can’t alert Team A about the problem.
“Team A is notoriously difficult to contact by phone, and today is no different,” says fish. “Impact of the outage is rising rapidly, so as a last resort, I created a trouble ticket in their queue.
“The reason this is a last resort is that Team A uses two different ticket systems, and the only one I have access to isn’t their preferred one — it’s only used for external escalations, such as mine.”
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