This is actually where a phone call can be beneficial if you’re assertive about the questions and cut them off when they get squirrely. Some people will never figure out how to get to the point over a ticket because they cannot organize their thoughts no matter how well formed your written instructions are. Get them on the phone and just remote to their workstation.
And when remoted, open the ticket system and fill it out for them as they answer your directing questions. Once done, let them know that the new ticket will be handled according to the sla. At low priority.
Little over a decade ago I dealt with internet on trains. One ticket read "internet doesn't work".
No info who submitted it.
No info when.
No info which carriage.
No info which train.
No info which route or any other clues as to the geographical location. Could have been inside of a tunnel for all I know.
15 Comments
saltnotsugar@lemmy.world · 34 pts · 319d
Ma’am, in the ticket you indicated “Shits busted” but could you give me some additional details?
skooma_king@piefed.social · 26 pts · 319d
This is actually where a phone call can be beneficial if you’re assertive about the questions and cut them off when they get squirrely. Some people will never figure out how to get to the point over a ticket because they cannot organize their thoughts no matter how well formed your written instructions are. Get them on the phone and just remote to their workstation.
Xaphanos@lemmy.world · 20 pts · 319d
And when remoted, open the ticket system and fill it out for them as they answer your directing questions. Once done, let them know that the new ticket will be handled according to the sla. At low priority.
AnUnusualRelic@lemmy.world · 4 pts · 318d
"Computer machine, it no works"
Empricorn@feddit.nl · 3 pts · 318d
For real. I get tickets like this issued for/on behalf of a location. So I don't know who, what, where (within that location), when, why, or how...
onlinepersona@programming.dev · 2 pts · 318d
Do ticket templates not work?
saltnotsugar@lemmy.world · 11 pts · 318d
Asset tag: Broken printer.
Office location: BROKEN PRONTER.
Requester: BOOKEN PINTOOOR!!!
i_dont_want_to@lemmy.blahaj.zone · 3 pts · 317d
And my favorite: "."
Cevilia@lemmy.blahaj.zone · 30 pts · 319d
mrgoosmoos@lemmy.ca · 6 pts · 318d
I hope ticket systems have ways to assign priorities to users, so you can deprioritize any future requests coming from them
Cevilia@lemmy.blahaj.zone · 3 pts · 318d
mrgoosmoos@lemmy.ca · 4 pts · 318d
seniority of the requester. damn. there's a way to ensure that critical business functions are possibly stalled excessively.
hopefully requester priority was just reference
neidu3@sh.itjust.works · 17 pts · 318d
Little over a decade ago I dealt with internet on trains. One ticket read "internet doesn't work".
No info who submitted it.
No info when.
No info which carriage.
No info which train.
No info which route or any other clues as to the geographical location. Could have been inside of a tunnel for all I know.
Honytawk@feddit.nl · 10 pts · 318d
Malicious compliance to the rescue.
Call them just to say "ticket closed" and hang up.
BurningRiver@beehaw.org · 3 pts · 318d
Opens ticket
Ticket only says “read customer email and advise”
Email chain is a mile long going back 3 months
Closes ticket with “please clearly and concisely explain the problem in the next ticket you open”
3 day SLA on our tickets, so back to the end of the line they go.
bleistift2@sopuli.xyz · 0 pts · 318d
Oh yes, I love those. Maliciously complying would mean taking the morning to read that novel, thoroughly.
varyingExpertise@feddit.org · 3 pts · 318d
Maliciously complying would be to have an llm extract the relevant info from that pile and log half an hour anyway.
Septimaeus@infosec.pub · 2 pts · 318d