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Empty escalation reports encourage bad habits

I think it should at least be an option to not send out empty escalation reports. After a couple weeks go by with no outstanding issues, I tend to get in the habit of ignoring them. Eventually, I just delete them without even looking.

This wouldn't be the case if they weren't almost always empty.
Adam M. Send private email
Monday, March 21, 2005
I agree. I have several people in the project who don't bother looking at the list because:

- it contains *all* the cases in the project, which means they have to go to the web anyway to see if they have any
- or, it doesn't contain any cases at all, and that's since the project started

Needless to say, when we reassigned half a dozen cases start of last week, escalation reports became useless because people with cases don't use them. They do get an email saying a case have been assigned to them, but start of this week they had forgotten about that, and even though the escalation reports kept coming, it was simply ignored.

The reminder function on the gridview is a lot more useful than the escalation reports right now.

Personally I would think that the escalation report would be much more useful if it was targetted specifically for the person it is sent to, so that it only contains cases on his or her list, as well as only being sent when there's an actual case on the list.

The argument earlier that users might be confused if it didn't appear one day is perhaps a valid one, but my project users are a lot more confused by the fact that the system keeps reminding them that there's nothing to do on a weekend.

Having a full escalation report might be interesting to a project leader, so that he can quickly assess the full status of the project when he comes in each morning, but to the people working with the tasks, it's useless.

This would, in my opinion, mean that for the escalation reports to be useful, they would need options pr. project, so that I can say that:

- on this project, project A, I'm the leader, hit me with a full list each day
- on this project, project B, I'm just a consultant on some minor technical issues, only send me cases assigned to me

Additionally, while having a list of what is due today, or is past due, is useful, it would also be useful if the escalation report included a few days ahead of time, but that's secondary to the above comments.
Lasse Vågsæther Karlsen Send private email
Wednesday, March 23, 2005
Thanks for the very useful feedback.  I've already added this as a feature request that we need to think about.  I'm sure this feature will evolve.
Michael H. Pryor Send private email
Thursday, March 24, 2005
If you include the count of listed bugs in the escalation report's subject line, then people will know how important it is without having to actually open the message.  They'll also see immediately that this one message looks different if they browse through a mailbox with 10 empty escalation reports and one important one.

In my sysadmin role, I've never liked automated emails that only show up sometimes, because then I'm never sure if they're being delivered properly.  Much better to have automated emails that always show up, but it's easy to see when to ignore them.
Avery Pennarun Send private email
Friday, April 15, 2005

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