CODEWITHSUNDEEP
jiraitil
Luigi04
Luigi04

Reputation: 457

Politically correct wording for error causes

I am currently making some adjustments to our ticketing system. When the helpdesk closes an issue they have to select what the root cause was. For example a ticket might be created where the user thinks there is something wrong with the product but actually he was not using it properly. I am now looking for politically correct wording of such root causes. Is there a general definition for something like that or some kind of guideline? The following I would like to include:

Any input is appreciated! Cheers.

Upvotes: -1

Views: 85

Answers (2)

B--rian
B--rian

Reputation: 5870

I suggest to offer the following Error Source Assessment Choices for the user to choose from:

  • Human behavior = what you call Human failure
  • Missing or misleading education = what you termed Training issue
  • Material failure = physical product breaks under certain load, aka Bad quality
  • Product not fit to purpose = product probably not used as expected by the designers, aka Bad design
  • Maintenance cycle too long = product is not taken care enough, what you call Poor maintenance
  • Algorithm needs fine-tuning = the logic behind the IT part of your product behaves unexpected, for those guys and girls who question any number on a display.

I suggest to add the latter point since nearly all (physical) products nowadays come with a software side, even it is only the calibration of the temperature measured by a small resistor.

Upvotes: 1

Robert Howe
Robert Howe

Reputation: 324

"User Education" is what I used: that's both non-judgemental and truthful.

Upvotes: 1

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