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My wife worked with a guy who closed a ticket about closing tickets. If you're measured purely on the basis of number of tickets closed, you can game the system
by NateDad 14y ago
My wife worked with a guy who closed a ticket about closing tickets. If you're measured purely on the basis of number of tickets closed, you can game the system. Replaced users mouse, ticket closed. Or, upgraded network software on 300 machines, ticket closed. If someone is doing twice as many tickets as the next guy, I'd assume he is doing a lot of BS work, not that he's twice as fast.
- flyt 14y agoDon't forget: open 300 tickets, one for each machine.
- wildwood 14y agoAnd also be sure to be "that guy" who insists that every single request be made into a ticket, instead of handling simple walk-ups informally.
- rachelbythebay 14y agoWell, yeah, that's why I said tickets aren't fungible. Still, when you have someone hopping on them as quickly as they're opened while someone else just grabs one every hour or two, something is wrong. What if I told you the "one every hour or two" person was doing the dumbest, simplest ones, while the top tech was doing the hardest ones (in addition to everything else)? It happened.
- Jabbles 14y agoWhat was the distribution of remuneration?
- rachelbythebay 14y agoI never had that kind of data, unfortunately.