• (cs) in reply to n_slash_a
    n_slash_a:
    WTF1) A ticket created with no user or contact info WTF2) Matt not sending the ticket back to the help desk
    "Matt had tried to track down more information about the ticket and who had called the IT desk to begin with, but gathered nothing more beyond the elaboration of “some lady.”"
    n_slash_a:
    WTF3) Matt not closing the ticket with "no user contact info"
    "He’d wanted to close the ticket outright, only management hadn’t let him."
    n_slash_a:
    WTF4) Just let the ticket go to Critical, then promote it up the management chain and ask why no user info was in the ticket
    "Once a ticket is old enough, the ticketing system sets it to Critical automatically. Then a reporting tool runs at 5 AM to spit out all the current Critical cases and how long they’ve been open. If I didn’t flip your ticket to Under Investigation, there’d suddenly be a months-old Critical ticket on the books. It’d open a rift to Hell."
    n_slash_a:
    WTF5) Why couldn't the intern just call Matt on the phone
    "He was a roving consultant, who had arrived earlier that morning on one of his semi-annual onsite visits for software training and support."

    "“I’ve missed out on a lot of sleep, 232632… but I’ve had plenty of time to decide what I’d do to you if you ever returned.”"

  • Someone (unregistered) in reply to Yaos
    Yaos:
    Our ticket system is better than that, we use it so we know how much work we do. More places should do that.
    That's what they said at the IT department I interned at. Since most of us were more interested in fixing stuff and keeping our users happy, most of us wouldn't bother to fight our ticketing system for stuff that we could finish in a single sitting.

    Despite our insistence that more tickets != more work, upper management (manager+2) started cracking down and claiming that they would just assume we weren't doing any work if there weren't tickets. Our effective workdays instantly were cut in half, as small things, such as 10 seconds reaching into my drawer to hand someone a cat5 cable, suddenly became 5 minutes of getting the guys contact information, computer specs and software versions (required fields), and filling out a ticket indicating I had assisted him with a network issue.

  • (cs)

    Hahahahahah....think you've escaped your doom, Matthew? Hahahahahahaha....just wait until the month-end report of average resolution time comes out....

    ...it's going to jump, Matthew. And they will find out who did it, wont't they? Matthew?

    Wait until you find out what they do to people who cause the average resolution time to jump, Matthew.

    Hahahahahahahahahahahahahahahaha....

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