I have done nothing

[mattjmorrison]

Tell story about "I have done nothing".

1. bug report comes from someone in customer service
2. I respond with some questions
3. I get some answers
4. someone else jumps in with some other relevant information to help expose the root of the issue
5. That person's relevant information is confirmed
6. I propose a solution
7. Someone else jumps in with "WAIT!!!!" don't do it yet we need to do some other things before this can happen.
8. I have done nothing
9. Another person jumps in "We're in the process of doing something, we will let you know when we're done".
10. Last person to jump in "We're done, you can continue with this project"
11. 3 Weeks pass then the original customer service person asks if we have made any progress on getting to the root of the problem
12. Boss says, "Can we do the proposed solution?"
13. I say, "Yes, would you like me to?"
14. Boss says, "Yes"
15. It happens (same day as the - ask about progress 3 weeks later comes up)

The thing to point out is the "WAIT!!!" and the "I have done nothing". The sad part is the assumption of action based on... I'm not even sure what. I am a firm believer that NOTHING should be done (in dealing with software systems, especially with production bugs). Developers & Operations both should NEVER proactively try to fix a problem, especially when there has only ever been a proposal of a solution. This does not mean that you should string people along and be a jerk and continue to answer questions but never take action when it is obvious that someone is subtly asking you to, be human, but make sure you make people clarify - I have a solution, I can do XYZ, would you like me to do that right now, yes or no? I should have done that in this example rather than waiting the 3 weeks for someone to bring it up again.