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I worked in IT. I had two techniques for people with inane questions -- number one, acknowledge their request and tell them they are in the queue, then follow
by jedberg 4y ago
I worked in IT. I had two techniques for people with inane questions -- number one, acknowledge their request and tell them they are in the queue, then follow up the next day asking if they still need help. Usually they had either figured it out or asked a friend by then. Number two was to just teach them where to figure it out for themselves as a ticket update, and then close it out the next day.
If they actually came by, we would just help them and then file a ticket for them to track our work.
There is no reason to force people to file tickets before you help them.
- rrrrrrrrrrrryan 4y agoThey absolutely should force people to file tickets before helping them, if the IT department is understaffed (which is an entirely different problem).
- jedberg 4y agoUnderstaffed or not, if you want to be perceived as a cost center that gets in the way, sure require tickets to do any work. If you want to be seen as a force multiplier for the business that helps people get work done quicker, then actually help people and do the record keeping on your time, not theirs.
- Gibbon1 4y agoYeah so you have people doing primary business work[1] doing the work of support people[1]. [1] Primary business, the shit the makes the money. [2] Support, shit that is done only to support #1.