Give In Game Support the Authority to FIX STUFF

[Fomori]

I was in the Desecrated Temple of Vol with a group a couple of weeks ago. We searched about 15 minutes for the last priest, so the barrier would drop, and checked every nook and cranny. Eventually our group leader put in a ticket and it WAS resolved by a GM in about 10 minutes. The GM told us the priest bugged out into a wall. We were waiting together expecting the GM to spawn it on top of us but instead it seems the priest was simply destroyed to finish that quest item.

[Bogenbroom]

I very much see where Missing Minds is coming from here. Yes, the technology exists to correct/circumvent/bypass an individual instance of a bug, but the support structure prevents in-game first level support from doing so. The reason in-game support does not have the privileges to modify very much is because if they don't have the rights they can't be pressured/manipulated/whatever into doing more than management want them doing.

That is what is being referred to as abuse. And it happens all of the time to first level support in any support structure. Where I work we don't give first level support access to squat in the infrastructure. We give them less rights than the user himself. Why? Because their objectives are to A) Get the user off the phone/close the ticket and B) Make the user happy.

Now me, as an infrastructure engineer don't give a rats ass about A or B. I want the infrastructure healthy and working. I get first level support forwarding tickets off to me all the damned time saying "User wants you to hit the big shiny "Make the user Happy Button" so do that." Which I always kick back saying "No, make them do it right."

The point of that diatribe is that the reason first-level support has limited control is for the protection of both first-level support and for the system as a whole.