Too much Dependence
OK, I'm the first person to admit that I enjoy the fact that I understand many (but certainly not all) of the systems in use at work. It makes it easier to understand where the ones I build fit in and what jobs are best done by other systems. But there's a dark, ugly side of this... the 1:30 am phone call.
In the past week I've been called three times at 1:30 am to help the operators figure out problems they are having with systems. Every time, it was an upstream system that had the problem, it was just that when it got to my system it was clearly apparent. So they called me. Unfortunately, all I was able to do was to point them to the systems that had problems - which they already knew from other sources. So I'm not really helping a lot, but I'm certainly wide awake and that's no fun.
I have put together web pages to assist in figuring out what system is at fault, and what might be done to clear up the problem. Of course, these aren't foolproof documents as different kinds of problems keep popping up and we have to adapt to the new data sources, etc. But it's a darn good start, and far more than most developers give their support staff. But if they don't read it, it's not going to help them, and it's not going to stop the 1:30 am phone call.
So now I can tell them to read the web page and call me back if it isn't solved. But that's still not stopping the calls. Once they are used to me having the answers for them they are going to skim the docs and call me. It's a little disappointing and very tiring.