Reduction of tickets is a nice idea...
However, users can be idiots and will always generate stupid tickets such as:
My printer is broke (printer actually says replace toner).
My computer is locked (screen saver kicked in and requires user to unlock)
The carpet needs cleaned (yes, I actually received that ticket)
The light is off in my cubicle (that one too).
Will you fix my personal computer from home? (um, NO!).
The testing stations (computers by reception for tests) are not working (computers were at login screen for windows).
I have not received any email in an hour, is it broke? (No, you are just not that important today).
on and on and on. If we want to reduce tickets, we would have to shoot all the Lusers.
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Reduction of tickets is a nice idea... However, users can be idiots and will always generate stupid tickets such as: My printer is broke (printer actually says replace toner). My computer is locked (screen saver kicked in and requires user to unlock) The carpet needs cleaned (yes, I actually received that ticket) The light is off in my cubicle (that one too). Will you fix my personal computer from home? (um, NO!). The testing stations (computers by reception for tests) are not working (computers were at login screen for windows). I have not received any email in an hour, is it broke? (No, you are just not that important today). on and on and on. If we want to reduce tickets, we would have to shoot all the Lusers.