This is why I hate unions. They were necessary at one time, but now are completely useless and end up holding people hostage with their demands. Anyone remember the scare of NYC subway/train/bus workers striking? Or when the LA ship yard workers went on strike and nothing could arrive like food/clothes/cars. So they put hundreds of lives at risk with this magic generator failure all because they want their pay jacked up higher than a senior unix admin. Hell the train ticket punchers make more than most admins.
We also use a "custom" version of Remedy.
A user calls/emails into the Helldesk, they fill out the new ticket request and forward it on to the correct department. It also allows for child tickets to be spawned off. For example, a new user gets hired (hey it might happen!). There's one parent ticket, and child tickets go to the security guys for card access, the email guys for account creation, hr for benefits, etc, etc.
It takes a remedy engineer/consultant, a good while to create your system for you, but it's pretty rock solid after that's finished.
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This is why I hate unions. They were necessary at one time, but now are completely useless and end up holding people hostage with their demands. Anyone remember the scare of NYC subway/train/bus workers striking? Or when the LA ship yard workers went on strike and nothing could arrive like food/clothes/cars.
So they put hundreds of lives at risk with this magic generator failure all because they want their pay jacked up higher than a senior unix admin.
Hell the train ticket punchers make more than most admins.
We also use a "custom" version of Remedy. A user calls/emails into the Helldesk, they fill out the new ticket request and forward it on to the correct department. It also allows for child tickets to be spawned off. For example, a new user gets hired (hey it might happen!). There's one parent ticket, and child tickets go to the security guys for card access, the email guys for account creation, hr for benefits, etc, etc. It takes a remedy engineer/consultant, a good while to create your system for you, but it's pretty rock solid after that's finished.