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This was my experience too when working in IT for a little bit. Many were happy to just sort problems out there and then but I could clearly see they were being

This was my experience too when working in IT for a little bit. Many were happy to just sort problems out there and then but I could clearly see they were being reprimanded by HR for fixing issues without tickets. However, there was one callous and jaded printer technician who basically wouldn't even speak to someone unless they had a ticket opened.

treeman79 4y ago
Real fun when your review is all about number of tickets closed. You get bitter quick.
- nannal 4y ago
  I expect I could game that system pretty effectively.
  - treeman79 4y ago
    That’s the depressing part. You gotta be an ass to game it
ryandrake 4y ago
Why would HR care whether an IT support staff was following the IT team's ticket process? HR is there to recruit, help hire, help fire, explain benefits packages and vacation policy, sometimes address workplace personnel conflicts, sometimes help teams budget salaries, and so on. IT's policies are made and enforced by IT management/leadership. I've never heard of any company where HR had any input whatsoever into an internal engineering or support team's processes.
- danaris 4y ago
  Different organizations have different structures and different distributions of responsibility. I could absolutely see some places having HR be the place where metric-based policies originated, even for the IT team—and even over the objections of the head of IT. Especially if it's a place where the head of HR is a VP/C-suite, but the head of IT is just a Director. (Shockingly, not everywhere sees IT as being as important as other divisions.)
- chris_wot 4y ago
  lol - you'd think that HR would be there for these things in most organisations, but in many they are petty bureaucrats. HR are not your friends.
  - watwut 4y ago
    They are not your friends, but also they very rarely have even ability to care about internal processes of various departments. As in, your boss may need HR to supervise as he is trying to take disciplinary action against what he perceives as you not following internal rules. But HR themselves wont check whether you do jira tickets or whether you do something else. For HR, IT is one of many departments with own set of rules that HR does not get to decide.

treeman79 4y ago

Real fun when your review is all about number of tickets closed. You get bitter quick.

nannal 4y ago
I expect I could game that system pretty effectively.
- treeman79 4y ago
  That’s the depressing part. You gotta be an ass to game it

ryandrake 4y ago

Why would HR care whether an IT support staff was following the IT team's ticket process? HR is there to recruit, help hire, help fire, explain benefits packages and vacation policy, sometimes address workplace personnel conflicts, sometimes help teams budget salaries, and so on. IT's policies are made and enforced by IT management/leadership. I've never heard of any company where HR had any input whatsoever into an internal engineering or support team's processes.

danaris 4y ago
Different organizations have different structures and different distributions of responsibility. I could absolutely see some places having HR be the place where metric-based policies originated, even for the IT team—and even over the objections of the head of IT. Especially if it's a place where the head of HR is a VP/C-suite, but the head of IT is just a Director. (Shockingly, not everywhere sees IT as being as important as other divisions.)
chris_wot 4y ago
lol - you'd think that HR would be there for these things in most organisations, but in many they are petty bureaucrats. HR are not your friends.
- watwut 4y ago
  They are not your friends, but also they very rarely have even ability to care about internal processes of various departments. As in, your boss may need HR to supervise as he is trying to take disciplinary action against what he perceives as you not following internal rules. But HR themselves wont check whether you do jira tickets or whether you do something else. For HR, IT is one of many departments with own set of rules that HR does not get to decide.