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Our day close is running an hour early
INC0010077
Raised P1 Worked P2 8 hours to answer
Femi Oyelaran, Marchmont Family Medicine
This one was written to be published. It is not in the set we deal from, so nothing here is the answer to a ticket you might be given.
What the customer reported
Their own words, at 08:12.
Since Sunday our day close has been running at 16:00, not 17:00. We set it to 17:00 two years ago and nobody has touched it since. Anything filed after 16:00 now lands in the next day's figures. Our Monday numbers are wrong and so were Friday's. Please put it back.
The customer is right that the time moved. They are wrong about what moved it.
What the workbench showed
Four checks, and what each one took off the table. The ruling out is the half nobody writes down.
Did somebody change the setting?Rules out: A person did this. Nobody at the clinic touched anything.
Query
The schedule row has not been written to in two years. The audit trail is empty.
Is the run failing, or slow?Rules out: The run is broken or falling behind. It is healthy, and early.
Trace
It finished in 41 seconds on Monday. It finished in 43 seconds a month ago.
Is it only this clinic?Rules out: Anything specific to this account. Three accounts do not go wrong together.
Pulse
Three clinics shifted by exactly one hour, on the same date, in the same offset.
Does the settings screen agree with the run?Rules out: That one of them is lying. This is where the ticket turns.
Live
The screen says 17:00. The log says the run fired at 16:00. Both are telling the truth.
What was actually wrong
Root cause recorded as: Defect, escalated.
The close time was saved as a fixed instant when it was set, not as a local time of day. The clocks changed. The instant did not.
The settings screen converts that instant back using today's offset. So it renders 17:00, agrees with the customer, and hides the fault.
The obvious fix, and why it was refused
Move the clinic's close time to 18:00 so the run fires at 17:00 again.
It works today and breaks again the next time the clocks move.
The screen would then say 18:00 to a clinic that closes at 17:00.
It turns one clear defect into a quiet wrong number in somebody's settings.
What you did
Escalate to engineering with the evidence, and give the clinic a stated workaround.
The note to engineering
Reproduced on three clinics in the same offset, all shifted by exactly one hour on the same date. Reference INC0010077. Every clinician at all three is filing into the wrong day. Ruled out: a settings change, a failing run, and anything specific to one account. The stored close time is an instant, not a local time of day, and the settings screen converts it on read, so it looks right and runs early.
What the clinic does meanwhile
Until the fix lands the close runs an hour early. File before 16:00, or accept that later work lands in the next day's figures. We will tell you the day it changes back.
The write-up that closed it
This is the graded artefact. The next person to open the ticket reads it.
Your close time is stored as a fixed moment rather than as five o'clock. When the clocks moved, the stored moment did not, so the run is now an hour early. Your settings screen still reads 17:00 because it converts that moment back for you. Both are behaving as built, which is why nothing looked wrong. Engineering has it under INC0010077, with two other clinics on the same evidence. Until it lands, work filed after 16:00 will land in the next day's figures. I will write to you on the day it changes back.
Conversation
One question to the customer, and one note to nobody but the desk.
Femi Oyelaran
08:12
Since Sunday our day close has been running at 16:00, not 17:00. We set it to 17:00 two years ago and nobody has touched it since. Anything filed after 16:00 now lands in the next day's figures. Our Monday numbers are wrong and so were Friday's. Please put it back.
You
08:19
Thank you, I have this. Two questions while I look. Which day did you first notice it, and has anyone opened the schedule settings recently?
Femi Oyelaran
08:34
Monday morning, looking at Friday's figures. Nobody has opened those settings in years.
You Internal
09:02
Not a settings change and not a slow run. Three clinics in one offset moved by an hour on the same date. Checking whether the screen and the run agree.
You
09:48
Your close time is stored as a fixed moment rather than as five o'clock. When the clocks moved, the stored moment did not, so the run is now an hour early. Your settings screen still reads 17:00 because it converts that moment back for you. Both are behaving as built, which is why nothing looked wrong. Engineering has it under INC0010077, with two other clinics on the same evidence. Until it lands, work filed after 16:00 will land in the next day's figures. I will write to you on the day it changes back.
Steps, in order
Ticket arrives, raised as a P1 by the customer.
08:12
Picked up, and two questions asked.
08:19
Schedule row read. No write in two years.
08:41
Run times compared across a month. Healthy, and early.
08:57
Three clinics found on the same shift, same date.
09:11
Settings screen checked against the log. They disagree.
09:26
Priority corrected to P2. Figures are wrong, nothing is down.
09:33
Escalated to engineering with the evidence.
09:40
Customer told what is wrong, and what to do until it lands.
09:48
What the rubric asks
The same dimensions a graded ticket is scored on. No score is shown: this one was never marked.
Tone & empathy
The customer was told their numbers were wrong before they were told why.
Diagnostic quality
Four checks, and each one names what it took off the table.
Communication clarity
No offsets, no instants. Five o'clock, and what to do about it.
SLA discipline
Raised as a P1, worked in the hour, closed inside the P2 target.
Resolution correctness
The stored time is the fault. Moving the clinic's setting is not the fix.
Documentation
The note names the reference, the evidence and the three clinics.
Judgement on the machine
The machine called it a settings change. The audit trail says nothing was changed.
Ticket admin accuracy
Filed against the scheduling area, as a defect, before it was closed.
Priority judgement
The customer said P1. Figures are wrong and nothing is down, so it is a P2.
Escalation judgement
Engineering gets it because the fault is in the product, not the account.
Technical depth
Both halves are named: the stored instant, and the screen that hides it.
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