Support and the uncertainty principle

At times a customer will want a very specific rundown at exactly what issues are being worked at under the umbrella (ella, ella) of support. This usually means that you need to spend time not delivering value but rather keep track of what you resolve, which mails you reply to and what the connected issue is. This act of getting more control (from the perspective of the client) will have an impact on the time spent on support.

It reminded me of the Heisenberg uncertainty principle as the mere fact of the observation (eg keeping track of the amount of work for the issues) will impact the result (the time spent on support in general).