So this fucking neighbour of mine just asked me how can I be an engineer if I don't have a printer :/ and then he asked me to create a ticketing system (he is a travel agent) for free because it's just a software.

Welcome back to practiseSafeHex's new life as a manager.

Episode 2: Why automate when you can spend all day doing it by hand

This is a particularly special episode for me, as these problems are taking up so much of my time with non-sensical bullshit, that i'm delayed with everything else. Some badly require tooling or new products. Some are just unnecessary processes or annoyances that should not need to be handled by another human. So lets jump right in, in no particular order:

- Jira ... nuff said? not quite because somehow some blue moon, planets aligning, act of god style set of circumstances lined up to allow this team to somehow make Jira worse. On one hand we have a gigantic Jira project containing 7 separate sub teams, a million different labels / epics and 4.2 million possible assignees, all making sure the loading page takes as long as possible to open. But the new country we've added support for in the app gets a separate project. So we have product, backend, mobile, design, management etc on one, and mobile-country2 on another. This delightfully means a lot of duplication and copy pasting from one to the other, for literally no reason what so ever.

- Everything on Jira is found through a label. Every time something happens, a new one is created. So I need to check for "iOS", "Android", "iOS-country2", "Android-country2", "mobile-<feature>", "mobile-<feature>-issues", "mobile-<feature>-prod-issues", "mobile-<feature>-existing-issues" and "<project>-July31" ... why July31? Because some fucking moron decided to do a round of testing, and tag all the issues with the current date (despite the fact Jira does that anyway), which somehow still gets used from time to time because nobody pays attention to what they are doing. This means creating and modifying filters on a daily basis ... after spending time trying to figure out what its not in the first one.

- One of my favourite morning rituals I like to call "Jira dumpster diving". This involves me removing all the filters and reading all the tickets. Why would I do such a thing? oh remember the 9000 labels I mentioned earlier? right well its very likely that they actually won't use any of them ... or the wrong ones ... or assign to the wrong person, so I have to go find them and fix them. If I don't, i'll get yelled at, because clearly it's my fault.

- Moving on from Jira. As some of you might have seen in your companies, if you use things like TestFlight, HockeyApp, AppCenter, BuddyBuild etc. that when you release a new app version for testing, each version comes with an automated change-log, listing ticket numbers addressed ...... yeah we don't do that. No we use this shitty service, which is effectively an FTP server and a webpage, that only allows you to host the new versions. Sending out those emails is all manual ... distribution groups?? ... whats that?

- Moving back to Jira. Can't even automate the changelog with a script, because I can't even make sense of the tickets, in order to translate that to a script.

- Moving on from Jira. Me and one of the remote testers play this great game I like to call "tag team ticketing". It's so much fun. Right heres how to play, you'll need a QA and a PM.

*QA creates a ticket, and puts nothing of any use inside it, and assigns to the PM.
*PM fires it back asking for clarification.
*QA adds in what he feels is clarification (hes wrong) and assigns it back to the PM.
*PM sends detailed instructions, with examples as to what is needed and assigns it back.
*QA adds 1 of the 3 things required and assigns it back.
*PM assigns it back saying the one thing added is from the wrong day, and reminds him about the other 2 items.
*QA adds some random piece of unrelated info to the ticket instead, forgetting about the 3 things and assigns it back.

and you just continue doing this for the whole dev / release cycle hahaha. Oh you guys have no idea how much fun it is, seriously give it a go, you'll thank me later ... or kill yourselves, each to their own.

- Moving back to Jira. I decided to take an action of creating a new project for my team (the mobile team) and set it up the way we want and just ignore everything going on around us. Use proper automation, and a kanban board. Maybe only give product a slack bot interface that won't allow them to create a ticket without what we need etc. Spent 25 minutes looking for the "create new project" button before finding the link which says I need to open a ticket with support and wait ... 5 ... fucking ... long ... painful ... unnecessary ... business days.

... Heres hoping my head continues to not have a bullet hole in it by then.

Id love to talk more, but those filters ain't gonna fix themselves. So we'll have to leave it here for today. Tune in again for another episode soon.

And remember to always practiseSafeHex

follow on from my last rant.

I've finally gotten my new Jira project. Only thing I seem to have access to change is the Kanban board columns. Still has 50+ fields when creating a ticket etc.

Asked the support team handling the request if this was a mistake. He said no, i'll need to open another ticket to have those changes requested.

Opened and got a reply. Currently there are 2 versions of Jira running. They are working on consolidating them atm and won't help me right now until this is done. I've been asked to re-open my request after the consolidation is done in March 2019.

5 ... fucking ... months, so I can have a competent ticketing process.

He pointed me to a page explaining the move and listing all the changes taking place. Well lets look at the changes they are making that are so critical:

Change 14: Rename "More info" status to "Needs more info".

... Oh pardon me. I didn't realise such critical show stoppers were being addressed. Please do continue. Don't mind me, i'll just be over here taking 4 hours to create an Epic and 6 stories. As you were

Motherfucking WordPress coupled with motherfucking sales people.

If you promise the client something, please fucking relay it via the correct process (i.e the fucking ticketing system that took me a month to write for the company - it's seriously just a click away on your desktop.). "I told your boss" is not a fucking apt excuse.

My boss forgets, and well, doesn't give a fuck about procedure either.

Now you phone my boss and he phones me, on a fucking Sunday evening, telling me that the client was promised a website by tomorrow morning at 10AM. You tell me this at fucking 9PM.

Why didn't you tell me earlier? How the fuck am I supposed to shit out something I would be proud of in a few hours? Nevermind me fucking up my sleeping routine; how the fuck?

Conversation went like this:
"xyz was promised this site by sales person fuckTwit, I need this live by Monday morning. I have sent you a few images. Make it in WordPress, client says they want a 'tangy looking theme'.

Me: it's a bit unrealistic requesting this, is there no way we can extend the time so I have time to create this?
Also, what do you mean by 'tangy'?

Boss: don't know. Make it happen. No excuses.

What the fuck is a tangy theme? When I become a webDev at the company? More importantly, fucking WordPress?!

Now I'm sitting on this shit, tired as a manatee in mating season, and using goddamn WordPress.

I have to halt my irritation, because I get severely irritated when I'm tired, I have to restrain myself from telling the involved parties tomorrow to install the FuckYourself WordPress plugin, coupled with a resignation letter.

Same sales person got me in shit a while ago, because I refused to give him access to the network to download fucking cartoons. Sales director went and moaned that his bitch (the sales person) needs this for a presentation. Yeah fucking right.
Go Snorkelling in a sewer truck you egotistic, megalomaniacal, indecent, outrageous, horrible motherfucker of a person.

Time to develop a fucking website with, oh, a company profile pamphlet.

Times like this I keep telling myself, "my time will come, my time will come".

The tech stack at my current gig is the worst shit I’ve ever dealt with...

I can’t fucking stand programs, especially browser based programs, to open new windows. New tab, okay sure, ideally I just want the current tab I’m on to update when I click on a link.

Ticketing system: Autotask
Fucking opens up with a crappy piss poor sorting method and no proper filtering for ticket views. Nope you have to go create a fucking dashboard to parse/filter the shit you want to see. So I either have to go create a metric-arse tonne of custom ticket views and switch between them or just use the default turdburger view. Add to that that when I click on a ticket, it opens another fucking window with the ticket information. If I want to do time entry, it just feels some primal need to open another fucking window!!! Then even if I mark the ticket complete it just minimizes the goddamn second ticket window. So my jankbox-supreme PC that my company provided gets to strugglepuff along trying to keep 10 million chrome windows open. Yeah, sure 6GB of ram is great for IT work, especially when using hot steaming piles of trashjuice software!

I have to manually close these windows regularly throughout the day or the system just shits the bed and halts.

RMM tool: Continuum
This fucker takes the goddamn soggy waffle award for being utterly fucking useless. Same problem with the windows as autotask except this special snowflake likes to open a login prompt as a full-fuck-mothering-new window when we need to open a LMI rescue session!!! I need to enter a username and a password. That’s it! I don’t need a full screen window to enter credentials! FUCK!!! Btw the LMI tools only work like 70% of the time and drag ass compared to literally every other remote support tool I’ve ever used. I’ve found that it’s sometimes just faster to walk someone through enabling RDP on their system then remoting in from another system where LMI didn’t decide to be fully suicidal and just kill itself.

Our fucking chief asshat and sergeant fucknuts mcdoogal can’t fucking setup anything so the antivirus software is pushed to all client systems but everything is just set to the default site settings. Absolutely zero care or thought or effort was put forth and these gorilla spunk drinking, rimjob jockey motherfuckers sell this as a managed AntiVirus.

We use a shitty password manager than no one besides I use because there is a fully unencrypted oneNote notebook that everyone uses because fuck security right? “Sometimes it’s just faster to have the passwords at the ready without having to log into the password manager.” Chief Asshat in my first week on the job.

Not to mention that windows server is unlicensed in almost every client environment, the domain admin password is same across multiple client sites, is the same password to log into firewalls, and office 365 environments!!!

I’ve brought up tons of ways to fix these problems, but they have their heads so far up their own asses getting high on undeserved smugness since “they have been in business for almost ten years”. Like, Whoop Dee MotherFucking Doo! You have only been lucky to skate by with this dumpster fire you call a software stack, you could probably fill 10 olympic sized swimming pools to the brim with the logarrhea that flows from your gullets not only to us but also to your customers, and you won’t implement anything that is good for you, your company, or your poor clients because you take ten minutes to try and understand something new.

I’m fucking livid because I’m stuck in a position where I can’t just quit and work on my business full time. I’m married and have a 6m old baby. Between both my wife and I working we barely make ends meet and there’s absolutely zero reason that I couldn’t be providing better service to customers without having to lie through my teeth to them and I could easily support my family and be about 264826290461% happier!

But because we make so little, I can’t scrap together enough money to get Terranimbus (my startup) bootstrapped. We have zero expendable/savable income each month and it’s killing my soul. It’s so fucking frustrating knowing that a little time and some capital is all that stands between a better life for my family and I and being able to provide a better overall service out there over these kinds of shady as fuck knob gobblers.

TL;DR Client managing their own ticket is never a good idea.

So my client got access to their own ticketing system. Now instead of going the usual route, they assign the tickets directly. Sometimes going as far as editing the tickets themselves.

But the biggest issue has been the Estimated Resolution Time. This is what happened when I asked about it.

Me: So I noticed that you started including an estimated time of completion.

Client: Yeah, it's an internal thing to help us identify when things will be done and where to focus our attention.

Me: Ok, and what is this time based on? (How do you, a non-dev, can decide how long it should take?)

Client: Oh don't worry it's just an internal thing. You won't be measured against it.

Me: (Sure) Alright, I'm just letting you know that I will be changing these as necessary.

I basically ignored the conversation after this. But the fucker still gives me absurd deadlines. Seriously, what makes managers think they know how long a development should take?

Waking up at 5 fucking AM to fly my ass all the way across the country to Vegas on a fucking Saturday. For vacation you may ask? NO! FOR WORK! Just so I can sit in a conference room all fucking week and work there instead.

Oh no... I’m not attending the conference either. I have to provide support for the fucking ticketing systems!

Dear project managers,

Learn to use the fucking ticketing system. And by "use" I don't mean emailing IT asking them to open a ticket for you.

#GrowUpPinheads

When something doesn't work you open a ticket on the ticketing platform. Today ticket platform was not working: Ticket-Inception

We started a project in January for which I was the sole developer, to automate tedious interaction with a vendor's ticketing system. We have a storage environment with about 400,000 commodity disks attached(for this vendor-- there are other vendors too), in sites around the US and Canada. With a weekly failure rate of about 0.0005%, that means about 200 disks a week need to be replaced.

This work-- hardware investigation through storage appliance frontends, internal ticket creation, external ticket creation, watching the external ticket for updates to include in our internal ticket --was all manual, and for around 200 issues a week, it was done by one guy for two years. He was hopelessly behind. This is all automated now, and this morning, I pushed this automation from dev/test to production.

It feels great to see your work helping people around you.

A vendor gave us what is turning out to be a very stable storage appliance/software, so we're happy for that. But even so, disks fail. So we need an automated way to identify, troubleshoot, isolate, and begin ticketing against disk failures. Vendor promised us a nice REST API. That was six months ago. The temporary process of SSHing(as root) to every single appliance(60-200 per site, dozens of sites) to run vendor storage audit commands remains our go-to means of automation.

Soo, my manager asked me to create tool for CSI. Sort of ticketing tool for service improvements.

So I spent a few months working on it including design, websocket based real time statistics, exports to their belowed excel, easy to use, fast and so on.
I've presented it to mgmt, told them that deployment was easy and just need a simple linux virtual and all is automated.

They told me that they don't have a server. Company where main business is cloud services. Didn't pay me a penny for my effort even though worked on that mostly in my free time.
I didn't even want anything for the tool, just for my time.

Then a month later they've introduced similar thing based on Sharepoint with 1/10th of fuctionality, slow as hell, buggy, unintuitive.

And guess what, I can't open source my tool because it is a company property.

So, fuck it, never gonna do anything again without proper contract, even if for the same department.

I've already left that hell hole, but thought I would share my story.

We use jira at my company. It's great for me, because no ticketing system's UI is worth a shit, but jira's API is excellent. But we're switching to a new system that is an absolute piece of garbage. Every page is 100% Javascript, so no source can ever be viewed, and the URL never changes to reflect what's onscreen. If you know a ticket number, no URL will ever get you straight to it. You have to navigate multiple slow-loading 25MB piles of Javascript to reach what you're seeking. And most damning of all: the new system has an API, but our highest management is withholding access to it, claiming it breeds laziness.

Is amazing the kind of shit you have to swallow when your management has regular meetings with really really super extremely good-looking sales people.

Stakeholder: Is it possible for you to set up the website to automatically resubmit failed online orders? Last time there were failed orders, we tried submitting manually but a lot failed because they were tickets for the previous day.

Product Manager: What are your thoughts, Developer?

Me: This wouldn’t be worth the labor. It’s something that would rarely be used. There are very few orders that fail. I’d be surprised if it was even once a week. The recent bunch of order failures that SH is talking about happened because the ticketing server (separate from the website) couldn’t handle all the requests. Let’s say you had resubmission logic to try 3x before allowing the fail. It wouldn’t work because the server was overwhelmed already. Let’s say you had a background task to check for failures every ten minutes and resubmit those. It might not be helpful because the customer could have already gone to a ticketing window for help with the failed order.

SH: But what if it happens again???

Me: The solution is to make sure the ticketing server can handle the influx of requests. We can coordinate with that team. Wait. Why did you wait until the next day to resubmit orders in the admin panel? A lot of those failures happened when there were many hours left in the business day. For each order failure, an email notification is sent to the sales support email in real time. Who is monitoring that inbox? Someone must be looking at it because the sales support email is listed multiple times on the ticketing website as the technical assistance email.

SH: I know that email notification goes to the engineering team.

Me: My question is not about the engineering team. I asked who is monitoring the sales support inbox.

SH: That email … gets filtered.

Me and Product Manager: 😧🤯🤬

PM: First, you need to stop filtering that email notification. Second, your team needs to come up with a flow to handle failed orders because you told us you don’t have one. After you tried this and there’s still an issue, then we can revisit.

—-
If you’re wondering why I said no, I’m a team of one and I have a bunch of other development tasks on my plate. I’m not automating a manual task that rarely has to be performed.

# Retrospective as Backend engineer

Once upon a time, I was rejected by a startup who tries to snag me from another company that I was working with.
They are looking for Senior / Supervisor level backend engineer and my profile looks like a fit for them.
So they contacted me, arranged a technical test, system design test, and interview with their lead backend engineer who also happens to be co-founder of the startup.

## The Interview

As usual, they asked me what are my contribution to previous workplace.
I answered them with achievements that I think are the best for each company that I worked with, and how to technologically achieve them.

One of it includes designing and implementing a `CQRS+ES` system in the backend.
With complete capability of what I `brag` as `Time Machine` through replaying event.

## The Rejection

And of course I was rejected by the startup, maybe specifically by the co-founder. As I asked around on the reason of rejection from an insider.

They insisted I am a guy who overengineer thing that are not needed, by doing `CQRS+ES`, and only suitable for RND, non-production stuffs.

Nobody needs that kind of `Time Machine`.

## Ironically

After switching jobs (to another company), becoming fullstack developer, learning about react and redux.
I can reflect back on this past experience and say this:

The same company that says `CQRS+ES` is an over engineering, also uses `React+Redux`.
Never did they realize the concept behind `React+Redux` is very similar to `CQRS+ES`.

- Separation of concern
- CQRS: `Command` is separated from `Query`
- Redux: Side effect / `Action` in `Thunk` separated from the presentation
- Managing State of Application
- ES: Through sequence of `Event` produced by `Command`
- Redux: Through action data produced / dispatched by `Action`
- Replayability
- ES: Through replaying `Event` into the `Applier`
- Redux: Through replay `Action` which trigger dispatch to `Reducer`

---

The same company that says `CQRS` is an over engineering also uses `ElasticSearch+MySQL`.
Never did they realize they are separating `WRITE` database into `MySQL` as their `Single Source Of Truth`, and `READ` database into `ElasticSearch` is also inline with `CQRS` principle.

## Value as Backend Engineer

It's a sad days as Backend Engineer these days. At least in the country I live in.
Seems like being a backend engineer is often under-appreciated.
Company (or people) seems to think of backend engineer is the guy who ONLY makes `CRUD` API endpoint to database.

- I've heard from Fullstack engineer who comes from React background complains about Backend engineers have it easy by only doing CRUD without having to worry about application.
- The same guy fails when given task in Backend to make a simple round-robin ticketing system.
- I've seen company who only hires Fullstack engineer with strong Frontend experience, fails to have basic understanding of how SQL Transaction and Connection Pool works.
- I've seen company Fullstack engineer relies on ORM to do super complex query instead of writing proper SQL, and prefer to translate SQL into ORM query language.
- I've seen company Fullstack engineer with strong React background brags about Uncle Bob clean code but fail to know on how to do basic dependency injection.
- I've heard company who made webapp criticize my way of handling `session` through http secure cookie. Saying it's a bad practice and better to use local storage. Despite my argument of `secure` in the cookie and ability to control cookie via backend.

I joined 3 months into a project that was expected to be done in 6.

As the day passed I learned about the scope a little more, 30 days in I decided to step aside, I slowly learned that they wanted a whole bank built from scratch.

User support ticketing systems, the banking core and an app like "revolut", everything with a team of 4.

To this day I have not seen them launch, and it's been over 5 years.

How to fix issues the easy way:

1. Provide users a way to raise issues
2. Immediately respond to new issues saying you added them to the internal ticketing system
3. Wait till the affected product reaches EoL
4. Tell the customer you are sorry, but as the product is now after EoL, you cannot use any resources on fixing the issue
5. Close the issue

I made Skype Bot which queries the data using wsdl authentication on our ticketing tool and send the data whoever has requested in skype itself(without logging or touching the ticketing tool).

Manager: Is that even possible?

Me: (In excitement) Everything is possible if you have the will.

Now, He wants me to work on his pet project. I dont know how to react!

Three days ago my focus was shifted from a development role to a support role. I was shifted to replace another support guy who had used fraud to get the position. I have no experience with this role but there was decent KT and I'm catching on fine. During onboarding and KT I'm serving as the first contact for new tickets and whatnot...

Today I got a ticket with an error on our production instance that no one had ever seen before. It prevented the guy from using our service entirely. I tried to reproduce it and... I couldn't use the service either. No one could. Everything was down. I could see the sweat building on my manager's forehead.

Thankfully another member on my team has done a bit of support before, so we collaborated with each other and other teams throughout the day to figure out what's wrong and how to fix it. I'm listening to them chat remotely as we speak - so far I've been working on it 9 hours straight.

This service is used by everyone - it's a business critical service with due dates on actions and escalations to managers... Imagine if the support ticketing service for your company crashed. That means a lot of people are asking what's wrong, requiring extensions, etc. I've been answering to managers and seniors in the business throughout the day.

The best part? We figured out why the server went down, and the reason is fantastic: someone updated the server's code without telling anyone, and all they had done was remove critical parsing code. Just took it right out, pushed, redeployed. We don't know who did it or who even has access to do that. I guess I have some detective work cut out for me after we've fixed everything that was broken by that.

I miss coding already.

Windows containers with Kubernetes on AWS and Azure are thing now.

What does that mean? Is it now possible to containerize system critical windows 3.1 legacy software from the 90ties (like the ticketing software at Airport Paris Orly) and orchestrate it in the cloud?

Do you know any use cases for Microsoft Windows in the cloud?

We have trello all set up and have been using it for ages. Stop sending me Google slide presentations for bug reports or ui improvements.

I haven't felt an urge to post on here in a while just because things have been going so well. But this month, is just not that kind of month anymore.

I'm upset. I'm upset by how I've been uprooted from my routine. I know I shouldn't be that bothered by it and things always change. But what the fuck is this company thinking to be using it's own fucking home baked ticketing system!

WHAT THE EVER LIVING FUCK IS THIS SHIT!

Let's go over the issues it has
1. I can't fucking email my clients through it
2. all emails are not recognized automatically. In other words each new email creates a new ticket if it does not have the tracking number attached to it.
3. I have to fucking hunt around in my inbox that is now bombarded by every email that is created for this ticketing system. Slap on a fucking tracking number. And then HOPE TO FUCKING GOD that the person on the other end doesn't erase the subject and cause the system to create a new ticket just for it.

Let's go over Zendesk which they've decided to decomission.
1. I. DON'T. HAVE. TO. DO. ANY. OF. THAT. FUCKING. SHIT.
2. That's it. It's fucking simple

Seriously. They forced me off of my original platform because this company already had a "ticketing system", if you can even fucking call it that, working.

And just if you weren't aware, all of this change happened because my company got bought out. It got bought out by this behemoth company that isn't willing to let me continue using a system; that has been very efficient, mind you, and instead make me use their system.

I. FUCKING. HATE. THIS.

Every fucking day! I have to do this stupid bullshit of emailing clients from my personal work email instead of on the direct ticketing system.

When I first started using this thing I actually thought I could use it to email the clients. For a solid two weeks I was "communicating" to clients through their ticketing system. Only to find out that the entire time those clients were not getting my actual fucking email! WHAT THE ACTUAL FUCK?

Then these guys tell me after the fact. "Oh that's strange... We never noticed that you can't send emails through it... We always just had used our work emails."

Are you fucking jerking my chain! You guys have literally been sitting in this slimy pit of hell for so long that you don't even know there are better options out there!

You don't have to fucking live this life!!

I don't think I'm going to make it. Something needs to change. And I know upper management isn't going to do it, because I fought hard to try and keep Zendesk. They are not keeping it. After this next quarter it is officially gone.

I'm trying to think of coding solutions to make my situation better... But I shouldn't have to fucking do that! There are perfectly good working solutions out there, and this company doesn't want to budge because "that's the way we've always been doing it"

I'm going to fucking rip out my hair.

Working on an app to sync data between our ticketing system and an API a vendor made for us to interact with their ticketing system. I put off working on it for months, mostly because I had mountains of other "urgent" things that jumped in my face, but also because I needed to design the whole thing, and I really have to get into the right frame of mind for that kind of creative organization.

Today I dove into it. I built the JSON to submit, given whatever variables are necessary, and figured out after a while that the smartest way to handle this is not to search for an existing internal ticket, but to have the creation of the internal ticket set a flag for an automated sync process to check when it runs.

It's going to be much easier when I get that built, but now, knowing that, I'm daunted enough that I'm procrastinating. Think of something, chart it out with notes in a text editor, procrastinate.That is probably like 95% of the time I spend in "development."

So i'm visiting the JavaScript bubble every now and then when i'm writing on the userscript i develop to fix bugs in our ticketing system or fix some clients website they negelected. Every time i'm searching for answers to the weird problems that inevitably turn up i have to filter out all the threads that derail with the classic 'google jQuery basic arithmetic plugin' craziness to find an actual vanilla solution to my problem.

All the time i wonder why on earth people put up with this framework hell. This is part serious question and part rant but seriously, how did we come to this? With all that jQuery, React, Node, whatever stuff i'm kinda losing the overview over what's even todays standard. I always try to keep my code as vanilla as possible without using external libraries. But it seems the entire web development industry is heading the completly other way. I tried to look into a few frameworks but i never really see the appeal. Just now i looked up react native because the last 20 rants talked about it and immediately noped out because they fucking create a DOM in js, why the fuck would you do this?!

Worst thing about this framework shithole is that some frameworks are beeing pulled into the mix for very weird and unnecessary reasons. Best example is a charts library i recently used to visualize a database of temperatures that was completely written in native js but pulled jQuery in for the equivalent of window.addEventListener('load',function(stuff)) and i was furious. I rewrote the code and could throw out the jQuery dependency with no problem. What the fuck is wrong with people?

Alright since you made it here: I'm not trying to throw any of you under the bus for using frameworks. I just fail to understand why you would use these. To each their own and unless your site has the performance of the ticketing system i use at work that takes like 15 seconds to load one fucking page i won't complain at all. But pull in a framework just to do a task you can easily do in native js in remotely the same timeframe you are on my list.

A few months back I was talking with our web team and we determined a ticketing software would be useful for clients to submit website updates. Rather than request we buy one, because we constantly get told to stop spending, I spent my free time building it out. We tested it and decided it was ready to present to management.

Management tells us that clients aren't going to use something like this (4 fields and optional file upload). The project sits in a repo untouched for some months.

<Time passes>

Company-wide email come in announcing our brand new ticket system for clients to submit issues about our software. Then a second email comes in to me asking why the web team never thought to do something like that and went on about how useful it would be if we had something similar. I link them to the one I built and my notes from our previous meeting.

Manager who told me clients would never use this: Let's talk about this next week and see if we can get people to use it.

It's been 3 weeks and the meeting has been rescheduled 5 times.

The networking group at my day job, hooooooolly crap I have some unprintable words. But keeping it professional:

* Days to turn around simple firewall whitelisting requests
* Expecting other teams to know the network layout despite not sharing that information anywhere and going out of their way to not share it
* Adding bureaucracy in the form of separate Word doc forms despite having a ticketing system - for no justifiable reason
* Breaking production systems multiple times per month
* Calling in with problems that are clearly network related, being told it’s our systems, and then the problems magically go away even though they swear they didn’t touch anything
* Outright verifiable lies or vague non-answers when they’re not talking to someone at the director level or a vendor from an outside company on conference calls
* Worse packet loss and throughput on our LAN than my home ISP

Doing anything with these clowns is my single biggest source of stress right now. I can’t wait until we get a full SDN stack set up and then we won’t have to deal with them for day-to-day needs any longer.

My boss swears it’s better that we’re not managing the network directly, but I’m pretty sure my friend’s dog could be loosed into the data center to chew on fiber, and eventually the pairs would be connected in such a way as to improve performance.

Stakeholder: Users are unable to buy tickets on the website. IT says Azure’s health check is showing an unhealthy status.

[It’s Sunday. Web Engineering is not on call so no one sees this right away.]

Stakeholder: IT restarted the Azure website twice, but users still can’t place orders.

Me: There was never an issue with the Azure site. That health check is inaccurate. There is a rewrite rule that sends the Azure supplied domain to our custom domain. The Azure health check doesn’t like that so it returns an unhealthy status. The problem is the ticketing server that the website has to communicate with. The ticketing server is overwhelmed and can’t handle more requests. IT should have checked the ticketing server’s logs. This has happened before and it’s never been an Azure issue. It’s a ticketing server issue.

Stakeholder and IT: Oops 😅

—-

JFC. Stop trying to make this web engineering’s problem. Stop trying to make it look like engineering dropped the ball. The ticketing server has experienced this issue multiple times. The ticketing server is maintained by a different team. The website’s symptoms are always the same and there are steps you need to take before you make the decision to restart the website, which will cause the website to show a blue screen of death that says 503 service unavailable for a few minutes. And we have a switch to shut off all transactions. Why do you not want to use it when it’s clear the website can’t process transactions???

My employer should burn his DevOps system to the ground: esoteric configuration split on 1000 files, bugs and downtime almost daily, not communicated breaking changes which breaks pipelines, shitty documentation, few opportunities for customization and for everything you have to open a fucking ticket, I love programming but since I have to spend more time on a fucking ticketing system rather than on Vim my motivation is gradually falling to pieces.

Universal rule of opening tickets

Me: *opens ticket on basically ANY ticketing system EVER* (could be internal, from the customer, some random bug online, anything...).

Me: writes detailed explanation of issue, because I know working on tickets is hard. Of course I include that I tried steps A, B, C, and that I haven't been able to do D because of reasons.

Ticket derp: Comments...
"Hey, have you already tried A, B, C? Also you should totally do D first."

WHAT IS WRONG WITH YOU? I TAKE TIME OUT OF MY FUCKING DAY TO WRITE THIS SHIT DOWN AND EVEN FORMAT IT NICELY, JUST TO MAKE YOUR MISERABLE LIFE EASIER, AND YOU DON'T EVEN READ IT YOU WORTHLESS LITTLE BALLSACK!? FUCK OFF!

Boss tells me to develop a simple ticketing system for our office.

After a three days, boss tells me to stop because he change his mind and we don't need it anymore.

Ah! okay.

'Imagine my blank face here'

I am currently involved in a project that will change the way Las Vegas does show ticketing. We are literally flipping the entire system on its head and doing it over.

Not using any kind of cvs or ticketing system when I worked freelance during my college years.

Then again I didn't know they existed.

Now I've seen them all. Ticketing through OneNote. Each email was manually categorized by priority. They got around 20 emails per day. The responses, both from them and from the customers were one below the other, in sort of a forum model. Cool, not taking any more freelance jobs anymore. The money definitely doesn't make up for the amount of stupidity you come across with some people.

Worst enterprise software experience... I was fresh out of college, and needed money. I was working in a call center, fielding IT helpdesk calls for a major US telecom company, who had just acquired a competitor. One day I got to work and about ten of us were given a new desk, new phone number, an an email address at the newly acquired company. My manager said to us "We have no clue how any of their proprietary systems work, what servers they run on, or how to login to them. Your phones are ringing, make sure you take good notes so the Tier-1s can help out next week. Good luck."

Trial by shit-storm fire, all while trying to convince the caller that yes, I did know what I was talking about. It was a lot of cold calling random employees whose job title in the corporate directory looked even remotely close to somebody I could escalate a ticket to. They didn't use the same ticketing system we used, so it was a lot of copy/pasting between two ticketing systems. To this day, I still have no clue what happened to their original call center staff. I'm sure they must have had one, but it seemingly just dissolved overnight.

That job was the springboard to my development career. I left for a gig in software helpdesk, then to quality assurance, automated testing, and now I'm a senior DevOps engineer. It was worth it.

Fuck ticketing systems man.. jumped from a good job that i previously thought was going to be a deadend and jobhopped to a new one with a significant salary increase. Problem is that The stress levels increased 5x, and there’s significant rush to complete tasks that have sub optimal descriptions to put it nicely. The problem with that is that the lead doesn’t have enough time to properly write them and catching him during work hours for him to explain them is sometimes impossible. Sitting in limbo with 4-5 tickets open, all of them with high priority and stresing the fuck out.

I have a lot of meetings and that makes it difficult to answer my workphone. One guy has been calling me every single time I have a meeting and he never answers when I try to call back.

He can contact me through email, ticketing system or Teams, but nope, he keeps calling my phone.

I send him a message through Teams asking if he can tell what the issue is.

He tells me he will just call me via phone.. Why?! Even calling through Teams would be better! Just tell me what the issue is!

I spent all day at work writing new features and even fixing a few bugs on our ticketing system. I just pulled out the computer at home to continue working and realized I never pushed any of the code. 6 hours of work sitting in limbo all weekend now. I wanted to finish testing that code before starting on the next feature.

Do I start the next features and finish debugging everything on Monday or do I take the weekend off?

In work we have a ticketing system for changes etc. I try and do a bit of each at a time so it looks like I have loads to do... Then I finish all of them together and clear my tickets

I am busy with multiple projects simultaneously, and this... very nice business guy that I've been working with for the past year just decides to send me a message telling me that I should send our sysadmin a message and ask why he can't login to our ticketing system... You have him in your contacts, I'm not your fucking butler holy shit...

For context, I rarely ever work together with the sysadmin, and he's quite easy to reach

If my manager asked for an update only on ONE report on projects, I think he'd be a perfect manager. Right now, I'm having to update FOUR different things for everything I work on: an institutional ticketing system, management's summary view page for the same ticketing system, weekly report, and my personal logging journal.

New Project

M: Hey, check these two processes. Both took different paths for the same input. Here are the logs. Both are the same though.
Me: Ok... do we have a debugger?
M: No this product doesn't have a debugger
Me: Any unit tests i should know of?
M: We don't do unit testing. Everything is done in Integration Testing.
Me: Ok. So how can i check the db for this?
M: You can't, the access is restricted. You'll have to raise a ticket to other team with the sql output you need.
Me: Ok. So I hope you have the schema at least.
M: Yes we have the schema. But there was some issue last week so the values might not be there in the correct column. They may or may not be present where they are supposed to be.

Wtf am i supposed to do... fucking play football on ticketing system with the other team 😐

Not specifically dev, but somewhat related. Of all the ticketing systems I weave my way in and out of on a daily basis depending on which hat I'm wearing at the time, FootPrints is absolutely the bane of my entire existence.

Some background:

About 2 months ago, my company wanted to build a micro service that will be used to integrate 3 of our products with external ticketing systems.

So, I was asked to take on this task. Design the service, ensure extendability and universality between our products (all have very different use cases, data models and their own sets of services).

Two weeks of meetings with multiple stakeholders and tech leads. Got the okay by 4-6 people. Built the thing with one other guy in a manner of a week. Stress tested it against one ticketing service that is used in a product my team is developing.

Everyone is happy.

Fast forward to last Thursday night.

“Email from human X”: hey, I extended the shared micro service for ticketing to add support for one of clients ghetto ticketing systems. Review my PR please. P.S. release date is Monday and I am on a personal day on Friday.

I’m thinking. Cool I know this guy. He helped me design this API. He must’ve done good. . . *looks at code* . . . work..... it’s due... Monday? Huh? Personal day? Huh?

So not to shit on the day. He did add much needed support for bear tokens and generalized some of the environment variables. Cleaned up some code. But.... big no no no...

The original code was written with a factory pattern in mind. The solution is supposed to handle communication to multiple 3rd parties, but using the same interfaces.

What did this guy do wrong? Well other than the fact that he basically put me in a spot where if I reject his code, it will look like I’m blocking progress on his code...

His “implementation” is literally copy-paste the entire class. Add 3 be urls to his specific implementation of the API.

Now we have

POST /ticket
PUT /ticket
POST /ticket-scripted
PUT /ticket-scripted
POST /callback

The latter 3 are his additions... only the last one should have been added in reality... why not just add a type to the payload of the post/put? Is he expecting us to write new endpoints for every damn integration? At this rate we might as well not have this component...

But seriously this cheeses me... especially since Monday is my day off! So not only do I have to reject this code. I also have to have a call now with him on my fucking day off!!!!

Arghhhhhh

I'd like to record incidents, problems, changes, events and other stuff that occurs in our company so we have a record of everything that happened in the past. Is there an app/software for such thing? What do you guys recommend? Other than ticketing.