In our most recent Plain City Writing Group meeting, we were given a writing prompt to write a relationship scene. I hope you enjoy this scene with Wanda, the WAF project manager.
Wanda has worked very hard over the last three years as the project manager for the Web Application Firewall (WAF) initiative. Unfortunately, her coworkers don't share the same work ethic and aren't very supportive.
The WAF team sees it as Wanda's responsibility to manage end user tickets from "cradle to grave" which often includes opening tickets although her coworkers have the ability to open tickets as well. The WAF admin is particularly finicky and wants her to "spoon feed" reports to him, convey his work notes to the customer instead of using "additional comments" to interact directly with the end user, and perform all follow-up to confirm any actions taken to remediate the WAF block fixed the customer issue. There are also times when he'll request emergency meetings or bring up concerns that require Wanda to write business justification reports to present before the WAF committee for review and ruling.
At the urging of her department director, Wanda worked with the team who manages the ticketing system to build a specific request form that end users, or WAF team members, can use to submit WAF issues. The ticketing team coded in directions for the WAF admin as a reminder to "use additional comments if you need further information from the end user." This request form recently went into production. Wanda updated documentation previously written for the WAF team on how to open a WAF ticket to reflect how to use this new request form. Wanda wrote a document that was reviewed by the communications team and began working on how to get it distributed to the consortia members. It was decided to shorten the communication so that it can be included in the next edition of the consortia newsletter.
Wanda's director asked her to work with the WAF Admin to have the error messages that customers receive if their activity is blocked updated to include the link to the new request form. Since access to WAF is locked down, Wanda cannot make these updates herself. The WAF admin has ghosted her. Wow, even him throwing a hissy fit that changing the blocking message requires a vote by the WAF committee would have been better than ghosting.
Honestly, Wanda expected resistance and pushback from the WAF Admin and WAF team at some point. in this journey. While the WAF request form is meant to provide a better user experience for the customer, it also makes opening WAF issues easier for WAF team members as well. All members of the WAF team should be held accountable, not just Wanda. She is also pushing the envelope with the coded instructions reminding the WAF Admin how to communicate directly with the end user. After three years of transcribing the WAF Admin's work notes for the customer, scheduling emergency meetings, writing business justifications when he threw a hissy fit and being belittled in front of the WAF team, she's had enough. Supporting WAF should not be entirely on her shoulders!
Wanda has the wisdom to know she cannot change people but will stand her ground by holding her coworkers accountable. She will not continue to spoon feed team members who have access to the same resources as her. The customers (end users) have access to this new request form; hopefully, the consortia newsletter blurb serves to educate them about this improved user experience.
Will the WAF Admin change the blocking message as requested? Will he throw a fit and require that it a vote by the WAF team? We will see what the week ahead has in store.
Resources:
Writing Prompt Courtesy of Anja, leader of the Plain City Writing Group
Scripture Image from YouVersion Bible App
SEO Optimization by ChatGPT






