Blog Entry

Every week the global GroupWise support team attends a Top Issues meeting (virtually for some of course) to go over the bugs reported in the previous 7 days.  Part of the meeting, hinted at by the name, is to define the Top Issues.  This is the part where we all sit and look at each other blankly and normally end up making something up.  Now don't worry, it doesn't affect you in any way but it's what gets written in the Top Issues report and put on our internal Meeting Minutes website.

The main focus of the meeting is to prioritize the issues and decide where they should be fixed so it's not that we are missing the point of the meeting - noting down the Top Issues is designed to give our Field Support engineers an idea of the most intrusive and common issues that our customers are seeing.  The problem we face is that very few of the issues that we get in are common - obviously every now and again there is a contender, I am not denying that - but on a week to week basis they are very few and far between.  So how can we decide which one of them is a top issue?  Of course, having pointed this out to our managers, we get some puzzled looks because the other teams seem to have no problem identifying their top issues.

So I guess I wonder if the same view is held out there?  GroupWise, being one of Novell's only user facing products draws a lot more attention that most others, however, are the issues normally widespread or piecemeal?  Are there other products where, if one person has an issue everyone has an issue (like high utilization in eDirectory)?