Here’s our situation:
UserA, thread1: reports a problem
UserB & UserC, thread1: me too
Me: Hey, we’ve got an incident
Me: [manages incident in thread1]
…
UserD, thread2: reports the same problem
Me: [merges into thread1]
Now here’s the problem
- If in thread2 I say “Hey, UserD, we’ve got an ongoing incident for that. I’m going to merge your thread” then my reply ends up in the incident thread.
- Pros: transparent communication to all involved (especially since there’s no breadcrumb in a merge target)
- Cons: Useless cruft is added to the incident thread
- If I simply merge thread2 into thread1 without explicit communication, UserD ends up in thread1 looking like he’s got Main Character Syndrome. And also - I’m afraid - UserD is disoriented by having suddenly been plopped into a new context without warning. Unless there’s some notification to or indicator for UserD about the move? I’m skeptical, but holding out hope.
Thx,
Ann

