I’m talking about issues that are invisible to all troubleshooting and monitoring tools and methods, that everything looks fine, and vendor is blaming the network, and network is blaming the vendor, and back and forth it goes, with no end in sight. All the while, the users suffer, and don’t understand why the issue isn’t being fixed, and don’t know or care who to blame, they just want things to work.
I’m wondering if maybe some of you don’t ever find yourselves in this situation, if in your environment “no means no” when you say it’s not the network, and that word stands as law.
But what about environments where you just plain can’t say “it’s not the network,” and management keeps coming back and pestering you over and over again to “have another look” or get on daily calls with the vendor until it’s resolved?
What then? What do you do when packet captures look clean enough to eat off of, and nothing looks wrong at all?
How do you guys/gals approach that?
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