When I was a DBA (and, to a lesser extent, now as well) I frequently got into a scenario where I’d have multiple groups clamoring at me to accomplish a request from them on short notice. This sometimes became a problem, such as when there was only x hours in the day and I needed y hours to finish everything that folks were requesting. Or, when I had multiple people demanding immediate service (that never happens, right? Oh wait, it just happened today, that’s why I’m writing this. #Facepalm). Earlier in my career I would tend to get worked up, let my blood pressure go up, and perhaps engage in some creatively worded conversations with the people competing for my time. But after realizing that (a) this really wasn’t helping things, since people still want what they want; (b) all the yelling wasn’t helping my health, I came up with a couple rules on how to handle these, let’s say, explosive situations. In both cases, they’re remarkably effective at both alleviating the confusion over relative priority and lowering my stress level.
First: don’t even try to work out on your own which request is more important. Sure, you can ask questions and try and rank things in your mind according to things like which client things are for, how long things take, etc. Ultimately though, you’re going to be wrong in someone’s eyes and that someone is going to be unhappy with it. And moreover, unless you’re a manager, you’re not paid to determine things like that. You’re paid to get things done and write code, period.
Second: let the competing groups do just that – compete! Send an e-mail to the various requestors stating something like this:
Hi there folks, this is your friendly neighborhood (DBA | Architect | Database Developer) speaking. I thank you all for putting in your requests to me, and I acknowledge that each of you has requested that I handle them immediately. Unfortunately I can only work on one task at a time (unless someone’s developed cloning technology, which would be super!), so I will be doing these in the order which they were received. Before you begin thinking of arguments to get me on your side, I will warn you that this decision is not mine to make, so please do not send me justification of why you need to come first. If you feel that your request should take priority, please work with the owner(s) of those requests in front of yours to adjust their priority. If you all can amicably agree to shuffle things around I’m happy to oblige. I’ve listed the relevant work items below in order along with their owners. If I do not hear back I will assume you are all fine with this and will proceed in the order shown. Thanks!
Let the various people battle among themselves for the lead. Yes, this can sometimes get a little bloody, so you should probably check with your boss to make sure this is allowed before doing it. Which brings us to our third point…
Third: let your boss handle it. Managers are paid to, well, manage! If people cannot agree peaceably (or otherwise) on a pecking order, let your boss hear each of their cases and then tell you what to do. This will take the pressure off you to make a decision that is clearly one at a level above yours. Certainly your boss may (and perhaps should) ask for your input in the matter, but the decision should rest with them.
Since I’ve put the above rules in place I’ve never been more than slightly annoyed when these situations inevitably come along. It may not stop (or even lower) the volume of whining coming your way, but it will let you deflect and delegate all the stressful aspects of the problem.