Tag: workflows

Case Reviews

June 4, 2014 FT Works recently posted In praise of the support scrum. In it, she discusses: the joys of the support scrum (or huddle, or case review, as I usually call it) A case review is a regularly-scheduled, structured meeting between support engineers designed to share difficult cases and exchange troubleshooting suggestions.   Back when I was a Tech Support Engineer at The MathWorks  (where I first started using Clarify), we used to have these meetings. I forget exactly what we called them, but they were a great way to have a roundtable of senior engineers assisting us junior guys with difficult cases (i.e.  calculating the FFT of quaternions, dealing with endian conversions with floats on a VAX, etc.). Sometimes we were able to get answers, sometimes we handed off the cases to a senior engineer. I also liked them because I…