I feel this in my bones, and have been trying to get engineering managers to work with their teams on creating better tickets because in a company of nearly a two hundred developers including a massive overseas contingent, but a painfully understaffed ops and infrastructure team of 3:
“My build doesn’t work, please prioritize”
Does not help me help you. I wish I were making it up that this is the level of detail with which people ask my team to stop what they are doing and render aid (we don’t, when it’s that bare). These are developers who you’d think would know how to flesh out an error ticket and at least be somewhat specific in what they’re asking for.
What build? What repo is the build pipeline attached to? What’s the error message (many of the times these were errors that could have been self-solved if the developer bothered read the error message to notice they forgot to close a bracket. I’ve pointed to this to their leads. It doesn’t change) Do you know how many developers are using the pipelines we’ve build for them? Do you realize how many development initiatives are going on? I’d hope so, we Go over then as a tech division with a regular cadence. What product are you working on? Which feature branch? How about so much as a screenshot or a link to the repo where the build is failing?
So. What I’ve done is gone to all of their engineering leads, showed them examples of the ticket. Explained my problem. And told them “if your people can’t help us enough by being descriptive and at least putting a link to the build with the error they’re seeing, it’s not getting prioritized it won’t even be triaged”