There has to be a better way to log these bugs and issues thru a reportable tracking system that can publish clear receipt, acknowledgement, decision, status, and outcome.
Back in the day (15 ya) we had an IT\IS Support System Tracker that would publish every submitted ticket issue\bug\problem into a web accessible chronological report showing all of this. We had gatekeepers who reviewed every ticket, triaged, and categorized. Similar tickets were grouped into the same header together under whatever hardware\software category they fit into. Any system user could view any ticket or issue header to see what the current status was, read the update notes, see the aging progression, see if it was closed, still open, referred etc. It could be filtered by OS, platform, program, hardware, equipment, status, age, location etc. If it was an isolated user issue it got kicked back by the gatekeeper for local tech support, but if it was a system issue, it got logged and referred to the proper team lead for action and updating. But, it’s main function was to keep the users informed and not in the dark. It also helped our teams focus on fixing and not constant user chatter looking for updates and questioning status.
While this Fix it Friday system is an improvement to get issues voiced, it has to be a nightmare to manage on the Wyze side. I know from this end there are more questions than answers. Having a reportable tracker would also solve the questions of which issues make the cut and which ones don’t.
Just one has-been’s opinion.
Thanks for the reply!