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From YouTube: 2 09 Brief History
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A
So
now
I'm
looking
at
the
very
next
part,
which
is
about
giving
the
brief
history-
and
this
doesn't
really
apply
when
it's
your
first
response
there
you're
more
in
tune
with
restating
the
problem,
but
now
we're
looking
at
well,
what's
happened
prior
to
this
moment
on
this
ticket.
This
is
a
big
area
of
where
we
we
do
not
do
this
right
now,
right
people
have
a
hard
time
doing
it.
A
So
I'm
going
to
say
up
front
when
you
happen
to
get
into
that
occasional
situation
where
you
and
the
customer
are
going
back
and
forth.
You
know,
within
the
hour
you
write
something
they
write
back
to
you
write
something
that
is
more
like
a
conversation
but
outside
of
that
real
rapid,
back
and
forth.
A
Just
so
far,
we've
we've
figured
out
which
task
and
the
build
process
is
failing.
So
you're
saying
we
completed
this
one
thing:
that's
it
that
might
be
all
you
need
for
the
history.
It's
not
about
summarizing
everything.
That's
happened
before
it's
just
what
happened
right
before
it's
kind
of
here's,
where
we
here's
the
last
thing.
We
did
remember
that.
A
It's
what
the
support
engineer
does
in
this
situation
is
to
make
that
connection
to
the
prior
actions
right.
Here's
you
did
this.
That
worked,
that's
good!
Here's
what's
next!
So
all
in
one
space
here
we're
saying
here's
the
last
thing
that
happened,
and
now
we
have
a
new
problem
statement
of
the
sort
right
now.
Here's
the
next
thing
that
you
wanted
to
do.
A
A
I
talk
about
it
in
different
contexts
here,
but
I
don't
want
us
to
ignore
things
whether
they're,
complaining
or
celebrating.
Let's
acknowledge
what
they
wrote
and
that's
part
of
making
that
connection
to
the
history.
We
could
just
move
on
to
I'm
going
to
touch
base
with
you
on
monday,
but
that
doesn't
recognize
what
just
happened.