Triaging support tickets can be a difficult task, especially when several stakeholders have competing background priorities.
Any developer who has been on live support knows the drill. Tickets flood the dashboard and decision pressure build. There is no way to resolve all issues in one go. Some ticket will have to take priority to the others and receive attention first. That’s the uncontroversial bit, It’s a fact of life that not everything can be done at once and it just manifests here on a dashboard of support tickets. Things get a bit more heated when a priority ticket has to be chosen.
A proper fix involves editing the namespaced stylesheet and pushing the change through the CI/CD pipeline and a release cycle. Now, image the following imaginary stakeholders : : She thinks customers will notice the odd-one-out button and want the issue to be resolved as quickly as possible. She cares about the reputation of the company and feels that this issue does not reflect well upon the company values. Boss Betty : Man-in-the-middle between our developers and the UI library developers.
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