handover

ops culture

Transferring a problem to another person or team, along with the state of understanding that goes with it.

Escalation is not letting go of a ticket; it is this. A good handover carries what was reported, what is established as true rather than suspected, what was ruled out and how, what was about to be tried, and - not optional - what has already been changed. The expensive ones are those where the receiving engineer spends an hour discovering the system is not in the state the documentation describes.

Also known as: hand-over, handoff, hand-off

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