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A card headed Steps, in order, from the worked ticket: ten timestamped lines running from 08:12 to 09:48. The ticket arrives raised as a P1 by the customer, is picked up with two questions asked, the schedule row is read and has no write in two years, run times are compared across a month and are healthy, three clinics are found on the same shift and date, the settings screen is checked against the log and they disagree, the priority is corrected to P2 because the figures are wrong and nothing is down, it is escalated to engineering with the evidence, and the customer is told what is wrong and what to do until it lands.
One ticket, ten steps, 08:12 to 09:48. Read it in full
INC0010077
9 min read

Our day close is running an hour early

Raised P1 Worked P2
A clinic manager calls the day close running early a P1. It is not one - and the gap between what was reported and what was true is the whole of priority judgement.
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What was ruled out, and why each one was dropped
The note that closed it
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Scored on Tone & empathy, Diagnostic quality, Communication clarity, SLA discipline, among others.
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