# Priorities, Updates, & Expectations Here are the priorities as I understand them, based off of Jack's initial list. - **Queue management/triage** - **Direct dispatching of students/techs for classroom troubleshooting** - **Backup phone taker** - **Monitor Slack to offer assistance** The priorities for the next few weeks have changed, as Jack explained, because of the big uptick in ticket volume. Project work is on hold as well. Needing all help available, it's important that you guys also be aware what's going on with me, and reporting health problems and adverse life events is something I've been notoriously bad historically (possibly even predating my ability to speak). **I'd like to offer another sincere apology for that here as well.** I do not *ever* want to create the impression that I do not care or am not trying to do as much as I can despite my problems, and in my stubborn desire to not be seen as "*the kid that always has something wrong with him,*" I've unfortunately (and ironically) created that perception to some degree. Everything on in this document is a big part of my attempt to remedy that. All of those priorities Jack outlined clearly center around the increase in ticket volume, and revolve around a workflow consisting of: 1. **Managing the tickets and their assignees as they come in,** 2. **Being backup for anyone or anything when it gets busy,** 3. **Answering calls that have rang 4-5 times (indicating no one is available), and** 4. **Monitoring all the relevant Slack channels to pickup tickets that I can take care of, or even get one of the students to assist with if appropriate.** Moving forward, I'll be sure to put **any appointments on the calendar with the estimated travel time included, as well as inform you of them via Slack**. There will likely be days where I need to work remote as I continue to deal with these issues. I will make both of you aware of that need as soon as it becomes apparent or told to me, and for every day or partial day it is necessary. However, **whenever I am on campus, the types of tickets I'm able to work on expands a bit because I am able to physically go places on campus. I'll also directly interface with Jude and Scott to see if there any items they need help with**, or simply are feeling overwhelmed by due to the number of tickets on their plates. If I'm told of any limitations by the doctors, I'll be sure to inform you all. ## To Summarize: - Manage queue and ticket assignees - Direct dispatch when necessary and appropriate - Take calls that go unanswered after 4-5 rings - Monitor the relevant Slack channels for tickets I can take care of or delegate - Make sure all appointments are accounted for the calendar, including travel time - Notify you all for any and all days where I need to work remote, including partial days - Update you all with any health updates that could or will impact my capability or availability # Publishing My Obsessive Knowledge Management Habits Additionally, I realized that being someone that is writing down as much as I can and tracking what I do at almost all times, on and off work, I could make use of that so that you guys know what it is that I'm doing or have been doing, or if there is any question about either of those things or anything else. All [tickets](https://publish.obsidian.md/sparksnotes/Support+Tickets/Support+Tickets+Home) I work on, [documentation](https://publish.obsidian.md/sparksnotes/Documentation/Documentation+Home) (personal or for sharing), [health updates, and appointments](https://publish.obsidian.md/sparksnotes/Appointments+%26+Off-time) [will also be posted at this link](https://publish.obsidian.md/sparksnotes/) on top of the standard updating both of you in the Slack group chat. This document was written in my knowledge management system, and you'll find an exact copy as the front page of the site. **Feel to the never look there, as this is something I do anyway** to help keep track of work items, appointments, meetings, projects, and to help me learn--especially because I still suffer from memory issues from the seizures and car accident. The setup time for this has been done off-hours so not to take time away from ticket support, as will be the case for anything else related to maintaining this.