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In the course of my career I’ve noticed that developers working on new functionality are, as a rule, more cheerful than these assigned to troubleshooting and fixing bugs.
Good tips on keeping business support a happy? Organising business support in the way that team’s morale isn’t hurt?
If we start with the assumption that the reason for new function developers being happier is that they get to feel proactive or in control and the troubleshooters are reactive and pushed around by the users one answer comes to mind:
Create a model for those doing troubleshooting to fixes to generalise these from point fixes into broad, consistent fixes for a class of problem. This puts them in the situation of creating new code, even if not new functionality, and they get to think a problem through and anticipate and avoid problems rather than playing whack-a-mole.
In fast moving environments it may also be possible to rotate people through the job descriptions by have them follow their feature from new development into fix and realease and hopefully into version 2 of the feature.