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I think there is no right or wrong answer here. Imagine if IT just fixed that screw without a ticket. All good. Few mins. Now a few days later, there is sudden
by codegeek 4y ago
I think there is no right or wrong answer here. Imagine if IT just fixed that screw without a ticket. All good. Few mins. Now a few days later, there is sudden issue with the laptop. Guess what the customer will say ? They will say "Oh I donno, the IT guy put a screw in here last so may be something happened because of that". Now, there is no audit trail and accountability and details and boom, the IT person's job is at risk because they did not follow protocol.
No one wants to take 4 hours to replace a screw. But the answer is not always so cut and dry. The best we can do is to find a balance. For example, the IT guy fixes the screw right there BUT ensures a ticket was put in by the customer within next few hours.
- sgc 4y agoJust let people open a ticket from a station at the IT desk, or let IT open the ticket themselves for a certain class of items. Similar to an over-the-counter permit at a building department. Municipal governments figured that out decades ago ;).
- 8organicbits 4y agoI've also had IT folks open a ticket for me on the spot. They know what minimal info to type to describe the problem, the longest part is telling them your name or employee ID number. They then close it immediately.
- codegeek 4y agoYes that's a good way to go about it.