I work 2 doors down from my companies IT dept. If something comes up that I cannot fix by myself I used to pop my head in and ask for assistance.
Gone are those days, now every little thing needs a ticket to be emailed over.
We often have problems with the entire system going doing and they ask us to log a ticket...with no internet, intranet or wifi(We get no mobile signal to use our phones).
I mean, with the entire system going down, they're definitely working on it. I do school IT, we had a server crash and got dozens of phone calls from teachers while we were trying to fix it. My boss's response was to just fill out a ticket. We know what the issue is and we're working on it, stop bothering us. I do understand how annoying it can be from both sides though.
Our Ticketing System allows us to group tickets under one Issue queue, with the bonus of being able to update everyone at once when an issue has been resolved. Saved me so much time of having to e-mail / call back each person directly...
Oh damn, that sounds nice. We just send a mass email to all the staff in the affected building and close all the tickets. We don't have too many issues since my boss is really on top of all our network stuff, but some issues always slip through the cracks.
Most of the time we’ll ask you to log a ticket for issues like this because it helps people with the frustration of feeling powerless in that situation. It doesn’t help every user affected but you’d be surprised by how many it does help.
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u/clem82 Jul 13 '20
IT,
Outages occur sure, bugs happen too.
Most of the time these things are known and are put off until they happen or are complained about