Timeline for Coworkers bypass the support ticket system and call me directly for help
Current License: CC BY-SA 4.0
29 events
| when toggle format | what | by | license | comment | |
|---|---|---|---|---|---|
| Jun 15, 2018 at 15:09 | history | tweeted | twitter.com/StackWorkplace/status/1007641218866647041 | ||
| Jun 14, 2018 at 15:20 | comment | added | alroc | @BenMz a 2-minute interruption for a technical worker can cause as much as 23 minutes of lost productivity. Now multiply that times 6 unexpected phone calls in a day. It's important to build a culture of self-service for logging tickets/requests. | |
| Jun 14, 2018 at 14:56 | comment | added | Ben Mz | @alroc Of cource you need a system to track and prioritize work however this doesn't have to mean your co-workers can't talk to you on the phone to explain thier need. | |
| Jun 14, 2018 at 14:12 | comment | added | Neo | This is very easily handled. "My manager said I cannot help you without a ticket. Please INSERT PROCEDURE TO FOLLOW HERE" | |
| Jun 14, 2018 at 14:11 | comment | added | alroc | @BenMz my company is about the same size and we require that any request to IT, developers, etc. be done via a ticketing system. It's the only sane way to track and prioritize work items. Otherwise, you're constantly changing tasks, always working on things for the last person to walk up to your desk before finishing the last (or a more important) task. | |
| Jun 14, 2018 at 13:32 | history | reopened |
David K Old_Lamplighter dwizum Masked Man |
||
| Jun 14, 2018 at 13:32 | history | edited | Masked Man | CC BY-SA 4.0 |
Improved title, made some small fixes in description
|
| Jun 14, 2018 at 12:33 | review | Reopen votes | |||
| Jun 14, 2018 at 13:33 | |||||
| Jun 13, 2018 at 19:46 | history | closed |
gnat Nobody user34587 Lumberjack Rory Alsop |
Not suitable for this site | |
| Jun 13, 2018 at 18:33 | answer | added | Marshall Tigerus | timeline score: 2 | |
| Jun 13, 2018 at 16:53 | comment | added | Lumberjack | Possible duplicate of How can I convince my colleague to call the help desk instead of contacting me directly? | |
| Jun 13, 2018 at 16:05 | comment | added | Ben Mz | Also, a 70 person company is generating 30 system admin requests a day! | |
| Jun 13, 2018 at 15:48 | comment | added | Ben Mz | Having to use a anonymous tool instead of one-to-one communication would be unfortunate at 70 person company. Can you describe why this is necessary for the company? | |
| Jun 13, 2018 at 15:27 | answer | added | Wesley Long | timeline score: 5 | |
| Jun 13, 2018 at 13:32 | history | edited | David K | CC BY-SA 4.0 |
deleted 99 characters in body; edited tags
|
| Jun 13, 2018 at 13:30 | comment | added | David K | Related: How can I convince my colleague to call the help desk instead of contacting me directly? and How to shoo away people who make informal requests at the desk or canteen? | |
| Jun 13, 2018 at 13:12 | history | edited | dwizum | CC BY-SA 4.0 |
added 133 characters in body; edited title
|
| Jun 13, 2018 at 11:19 | comment | added | alroc | Are you required to answer the phone every time it rings? Let them roll to voicemail, and on the outgoing message, say "If you're calling to report a problem, please go to <ticket system> so that it can be registered and processed in a timely fashion. Issues reported on this voicemail will not be logged." | |
| Jun 13, 2018 at 10:50 | answer | added | gnasher729 | timeline score: -5 | |
| Jun 13, 2018 at 9:44 | comment | added | Rui F Ribeiro | @Lilienthal raises a good point. In my previous job, I was 3rd line officially, and non-officially I was actually 4th as I was dedicated to internal projects., Nowadays I am between 2nd-3rd line depending on the situation. You have to know where you stand, and/or have a tick skin to enforce proper escalation and make help desk do their work. | |
| Jun 13, 2018 at 9:02 | answer | added | Sergio | timeline score: 6 | |
| Jun 13, 2018 at 8:44 | answer | added | berry120 | timeline score: 13 | |
| Jun 13, 2018 at 8:31 | answer | added | Rui F Ribeiro | timeline score: 20 | |
| Jun 13, 2018 at 8:13 | review | Close votes | |||
| Jun 13, 2018 at 13:38 | |||||
| Jun 13, 2018 at 8:01 | answer | added | Toby Pickles | timeline score: 3 | |
| Jun 13, 2018 at 7:33 | comment | added | Lilienthal♦ | Obvious answer is to direct them to the ticketing system and refuse to provide help unless they have described their issue there and have a ticket number. But that relies on the fact that you can do that and your manager is okay with pushing back this hard. Are you sure this annoyance isn't part of your job? (Unlikely if you're a full-fledged system admin, but you'll want to check.) | |
| Jun 13, 2018 at 7:16 | comment | added | user34587 | Is it a rule that they must always use the ticketing system? What makes them assume it's OK to just call? | |
| Jun 13, 2018 at 6:55 | review | First posts | |||
| Jun 13, 2018 at 7:50 | |||||
| Jun 13, 2018 at 6:52 | history | asked | Daniel Gordi | CC BY-SA 4.0 |