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The XY problem obscures the real issues and may even introduce secondary problems that lead to miscommunication, resource mismanagement, and sub-par solutions. The solution for the support personnel is to ask probing questions as to why the information is needed in order to identify the root problem Y and redirect the end user away from an ...
Previously called "Request Entity Too Large". [16]: §10.4.14 414 URI Too Long The URI provided was too long for the server to process. Often the result of too much data being encoded as a query-string of a GET request, in which case it should be converted to a POST request. Called "Request-URI Too Long" previously. [16]: §10.4.15
Typically, different tools are used by the software development team to track their workload than by customer service to track user feedback. [17] A tracked item is often called bug, defect, ticket, issue, feature, or for agile software development, story or epic. Items are often categorized by aspects such as severity, priority and version number.
An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues. [1] Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations, but can also be employed ...
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Phrases used by the tech savvy to mean that a problem is caused entirely by the fault of the user include PEBKAC [8] (an acronym for "problem exists between keyboard and chair"), PEBCAK [9] (an alternative, but similar, acronym for "problem exists between chair and keyboard"), POBCAK (a US government/military acronym for "problem occurs between ...
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Although used exclusively to describe a technical issue, bug is a non-technical term; applicable without technical understanding of the system. The term bug applies exclusively to a system that is (human) designed; not to a natural system; and that the issue is within the influence of human control. For example, humans have faults but not bugs ...