SLOSD and SLOSDW – Life scenarios – Part III

Years have passed and the system has become wider and deeper, some of us has gotten stronger, some braver.

I remember that winter like it was yesterday – very hot in Sydney and freezing in Kharkov. In this contrasting mode we were developing another revolutionary application in our system. Let’s call it ’Customer support’. It has another name but we can keep commercial secrets just like you. There was a list used in this application, SLOS list, to store tech support severity level types. The people that worked in customer support will understand me – ‘critical’, ‘important’, ‘normal’, ‘not important’ ‘low’. So it became instantly clear that this list must be made into SLOSW because sorting alphabetically would confuse users.

On the right there is a list shown as it would appear sorted alphabetically and on the left, as most people would expect to see, sorted in order of unimportance. This is because our clients customer support receives more calls with a low priority rather than high (seems their product is really good). In the worst case they would have sorted it in order of importance.

Real life situation
Then it appeared that new workers (young girls with nice voices) answering calls from clients sometimes get confused which severity level to choose. “Please add such … hints, you know, these bubbly things which explain the meaning of a selected severity” – they asked. “All right” – we said and took thought.

Figure 1

The chain of thoughts was as follows. Firstly, we are talking about very short lists so we can allow ourselves to have a new column [description] in all the lists without gruesome consequences. Secondly, the likelihood that this kind of addition will be needed in other lists is very great so we created two new types of lists SLOSD; alphabetised with description and SLOSDW; weighted with description.

Figure 2 Search interface for SLOSDW

Figure 3 Add interface SLOS(D) lists

Eventually came the summer and it became cold in Sydney and hot in Kharkov, and we were again working in a contrasting regime, creating web applications, knowing that sooner or later life will throw us another problem to solve and then came ‘LL’.

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