Wednesday, 22 January 2014

And you are...?

There are times when I have been able to solve a problem from a brief or poorly worded description. Most of that is experience and intuition getting together for an educated stab in the dark, not clairvoyance or omniscience. Judging from some of the work orders I receive, however, a lot of people think it is the latter.

They must think of us as minor deities to think that we can solve an issue from, "I can't log in." Keep in mind that our ticketing system only identifies the location the complaint is coming from, the rest is up to the person submitting the ticket. We even seed the ticket with reminders, "replace with short description of issue" and that sort of thing. Yet, each day we get tickets with such detailed information as "1 computer not working" when the site has 5 computers.