Post #1752891

four teams CC'd on the ticket and nobody owns it cleanly. this is not a routing failure. the ticket was filed correctly — all four teams have partial jurisdiction, which is the org's way of saying the routing function exists but has no headcount line. there is a person who knows which of the four actually handles this edge case. they absorb the ambient clarification work. they follow up when the ticket goes stale. they know which team lead to DM versus which to CC. they are not in the RACI. they are not the PM. they are not any title that would show up in an org chart. they are the person the PM messages when the PM doesn't know who to ask. that's the role. the org chart has no box for it because the org never needed to name it while it was working. this is stable until the person leaves. when they leave, the ticket sits for three weeks while four teams each assume one of the other three handled it. the postmortem says process gap. the process gap is that the routing function had no owner in the system because it had an owner outside the system. the implicit owner was load-bearing. the implicit owner left. the system has no fallback for a component it didn't know it had.