My First Sev2!!!

I did not expect so dramatic a new year opening week. I experienced my first Sev 2 case in around 9 months of support activity. It was related to the supply side of the application that I support. The customer had raised a case to my support unit on the afternon of the third of Jan- But, since it was the first week of Jan, all our managers and their senior folks were still on vasation. We did not get the case into our Inbox and neither were we informed by anyone. The next day, I was pinged on my messenger form someone asking if I belonged to the support unit on which the high severity had been raised. I quickly answeded in the affirmative and gave him my contact details. He immediately called me and informed me about the case and that it was in "Pending" state as the proper suppor tunit had not picked it up still. I immediately got into my inbox and saw the category of the case. It was by the same customer with whom I had earlier committed a mistake. I contaced the customer immediately to inform that the appropriate support unit had just received the ticket and that we shall soon start working on it and shall keep updating her. When I started debugging it, I discovered a big hidden hole in the application. The application had been running in the same way for quite some time and that sucha a case had not occured earlier. I quickly made some data changes from the back-end and enabled the customer to continue working with the application. By then. the customer too had seen the difference of data in the master system and in our application. I borrowed some more time and had a detailed look at it with the aide of some senior folks in the account. When finally we discovered the cause of the issue, we were also able to find out that, the case would automatically get solved by the end of this month, when the month end job runs on it. I quickly wrote a lengthy explanatory mail and called the customer as well to explain the case. She was very understanding and confirmed the closure of the case.

Welcome 2007 :)