The EDI Fall Back
by Erik Gern
in Feature Articles
on 2016-05-11
Chris M. was a developer at Small Widget Manufacturing. He and his coworker Scott were, in theory, assigned only to developing their in-house ERP software. However, with just one person running the company’s help desk, they often picked up anything considered “software-related.”
A ticket pinged Chris’s inbox: EDI Running Slow. It was from a sales rep named Brett, and like most tickets from sales reps, was marged Urgent. Chris decided to play ball, since Scott was tied up with something else. He called Brett, asking if he could elaborate.