Everyone Wants a Good Handover. Nobody Wants to Write One.
A P1 landed mid-morning with no context, the person who’d been handling it was off without a handover, and there were already several people on the call waiting for something to happen. The customer had been sitting with the issue for a while before we got involved, and what I had to work from was basically nothing. I started from scratch, kept it simple and worked up from there, and had it resolved within half an hour. The fix was something I’d documented two years earlier: Windows blocking files downloaded from the internet, unblocked via PowerShell, and I only found it because I’d written it down. ...