Quote:
Originally Posted by habernac
We have the three strikes rule. After 3 if they haven't answered, ticket closed. When they email back, suddenly it's an emergency. I reply that they'll have to open another ticket. Have a nice day.
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The whole IT ticket system grinds my gears.
You have a problem that you describe very well in your opinion, then IT emails back asking you a bunch of questions that they could have figured out by just calling you or remote logging in the machine. Then once you get the information back they "Solve" the problem, close the ticket without ever confirming that the problem is solved. Then when the problem isn't solved they get mad when you try to re-open the ticket instead of creating a new one.
I miss being able to talk to a real IT person, tell them my problem and them fixing it. Now it clear that IT performance is graded on their ability to close out tickets in a timely matter. So the incentive is just to close tickets instead of solve problems.
I am sure the issues you guys face from stupid users is just as gear grinding but all of the hoops now to get simple things done in the ticket system is grating.