80/20 Rule, Runbooks, and Procedures The 80/20 Rule boils down to 80% of your issues are caused by 20% of your clients. Or 80% of your work can be automated or at lest "script" out and somewhat automated. If your runbooks and/or procedures catch 80% of your work, aka low hanging fruit, then that leaves … Continue reading Slimming Down Your Workload
In recent years, I've felt trapped and like I just keep failing up. I think part of this feeling comes from my lack of formal education in my field and the importance of college our parents pressed upon us. Most of what I know I've learned by doing or was throw at me and needed … Continue reading Core Skills … do you have any?
I've reading about people running in to issues with their Magento Crons, which have always been a bit of a blackhole ... where application and system merge ... but here is two small queries to help find the longest running Crons in your cron_schedule table and those that were delayed. Show the top 10 longest … Continue reading Magento 2 Cron blues
It is unfortunate that most organizations see IT as a cost with very little benefit. Even though IT is the internal lubricant of business. This applies triple to Support teams. In my many decades in Support, most teams are under staffed, over worked, and suffering from deep deep deep knowledge debt. If your Support team … Continue reading Learn your tools
They are going to happen, it is part of the biz. You get busy, other people get busy, and tickets get neglected ... and then people get pissed off. So, what do you? Can you avoid them? Lots and no. The best way to handle out of SLA tickets is just to deal with them. … Continue reading Out of SLA tickets
Well, I signed for for the M2 SS cert exam at Imagine2019 on May 13. That gives me 4 weeks or 27 days. I hope to dedicate 1 hr per day towards this until then. So ... what is this? This is newer Magento cert designed for people who need General eCom and Open Source … Continue reading Magento 2 Solution Specialist cert
For those of you who have never working in a support department, bliss your heart. You probably believe that everything has been well planned out and involves well vetted mechanism ... It is such a nice optimistic view of the world. For us "ticket monkeys", life is more like an exercise in semi-organized chaos. Getting … Continue reading Juggling Buckets