> My gripe about the original thread was bosses interrupting that investigation and telling the onsite staff to open a case elsewhere, IMO, that's disruptive behaviour.
I dont think this really happens, when we get these customer issues and the people who have tried to fix the problem are on the phone, they are lost / panicked / at a dead end. They are not like, "yeah we think it's ABC but our boss told us to call you". that's not really a thing. if customers can fix the problem, they do. they are not in a hurry to call redhat for things they can do themselves and they're not really supposed to since their support minutes are a finite resource.
Nobody would do that when logging a ticket because it shows internal company disagreement which often doesn't show the company in a great light. Nobody does that.
What typically happens in this situation is the chap logging the ticket gets pissed off and says to the boss, "ticket logged it's with $vendor, I guess it doesn't need babysitting so I'm working on other tickets now".
The boss in this case is happy as it shows their earlier investment was a fine idea. The employee though is disgruntled as their toys were taken away and things it's not such a fine place to work.
I dont think this really happens, when we get these customer issues and the people who have tried to fix the problem are on the phone, they are lost / panicked / at a dead end. They are not like, "yeah we think it's ABC but our boss told us to call you". that's not really a thing. if customers can fix the problem, they do. they are not in a hurry to call redhat for things they can do themselves and they're not really supposed to since their support minutes are a finite resource.