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We have proper process to follow & tools to use. But a senior manager keeps posting the requirements , bugs , on the unofficial channels. i.e mails , chats etc. And our management is so accommodating this.
I have reminded couple of times that this gets messy and makes us double the efforts to copy from there and document it in the original pace.
But this is never corrected. Now I feel like making a protest about this exception provided to him and demand proper instructions to him to ensure he follows the rules and uses right tools. The reason he seems to provide is, "many times he's on the go & travelling & He doesn't want to wait and miss things."
So if this is the case with me, what I would do is to take these notes for myself on the go, and once I settle down, I would log them into the official tools.
Well I'm not sure, many times I quick fire mails and end up stirring the conflicts. And regret later, thinking I could have just ignored it. Now it's THAT moment now, thinking should I load the bullets or just keep them on the covers. lol
Travelling, On-the-go etc - all these look like lame reasons. He's just old school and feels so difficult to tweak his mind to use new tools. He doesnt want to learn anything new. That's the fact.
Starting to think people post kid pics in their profiles because that was the last time they were cute - Jeremy Falcon.
Ask yourself: "how much hassle is this really causing me?"
If it's a lot, then keep bugging your boss and see if he will do something. Probably not, and it won't make you more popular, so if it's really that annoying then look for a new job.
If it isn't, then take a deep breath, hold it for a count of ten, and slowly release. Now get the request into the "proper" system and send him back a message telling him it's in the official channels and he can get updates there.
But letting it annoy you does nothing but raise your stress levels for no good reason...
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You also might go the passive aggressive route. When asked for an update on something that was emailed. Say. "hmmm, I don't remember that email. Was it ever entered in the system and documented? If not then it isn't an issue so please move on. " A few times of "missing" things that were sent via the wrong channel or "losing" things because of improper procedures and knuckhead will eventually learn that your pain is his pain.
Don't make a complete ass of yourself though.
I really hate to say this. But Passive Aggressive is usually the best way to deal with this situation. I myself am aggressive aggressive. But that doesn't work usually.
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It is elephanting unacceptable. But posting emails with that wording may not be a great idea. Instead of emailing, bring it up during your team meetings, and discuss how to handle this "noise", and how to get the requests into the system.
Too bad the managers in between are so meek. It is really their job to protect the workers from stuff like this. Perhaps they could use a friendly push to do so...
I had a time, when - lead by a QA manager - all QA members came to me to explain the problem they found, instead of reporting bugs in the right place... I used to listen them and do nothing with the bug... When QA manager asked me why I do not fix bugs they reported to me, I asked - with innocent face - what is the number of the bug report... After he tried to explain me that he is the boss I told him where he can hang it... And told him that there is only one person who can hand me over problems directly and not fill in a bug/request report and he is the CEO (who is the owner too) - everyone else, including her Majesty the Queen, will fill a bug report...
What I'm saying, is that if you are confident that you have a back from the real boss, you can force some middling manager to work proper, otherwise you have to make your decision:
1. Slow down work, by asking for definite priorities between incoming tasks from different sources - to save your own sanity...
2. Merge into the stream - and lost a lot of hair probably
"The greatest enemy of knowledge is not ignorance, it is the illusion of knowledge". Stephen Hawking, 1942- 2018
Do not try and force the behavior of that person to change, but get an official and written statement that this is the way the management wants it to go (= use toolchain with allowed exceptions). It is of course not your task/responsibility to decide whether or not other employees have to use the corporate toolchain, but you have the right to understand why some people have to and some others don't, and that the answer to this gets documented as a tailoring rule in the process description - so asking the question is legit.
The difference with the complaint is that you are not firing on a particular employee, but you are simply rising a question about the internal processes and how to document them.
If this brings attention to the fact that the particular situation has to change, all fine. If they do want to keep this as an exception, then this is a PITA but still their decision ; you can bring this out the next time the lack of using the toolchain caused a delay/bug/problem @ customer.