My boss is a very nice person in general, but she has a problem with saying no. She accepts all tickets that have the name of our product as ours, no matter if they are really for us, or not.
It's a very big company with a very large software suite, but we're in charge of "Reports". Any ticket with "reports" in the name, MUST be handled by us. A lot of times it's actually not for us - for example, she will accept any error tickets, even if the attached error is clearly something like "Access denied - database credentials are wrong", which is a ticket for support (they handle configurations and permissions). So the ticket is derived to me (a developer) only to have to actually spend time convincing her that "no, I can't do anything about this ticket, it's really a permissions issue and I don't have the power to change permissions". She even tries desperate "but what if we...".
She is always trying to fix problems herself, and not rely on other teams at the company. Other teams are a hassle to deal with really. For example, I needed access to a server and for it to happen not only we had to create a ticket for Security, wait 2 days, try to chase them through email, SMS, even to upper management. It ended up taking one week to get access to a server. In the meantime, she logged into the server with her local admin account and gave me access to it.
In the end, this all comes down to her own actions. Hiding other teams incompetence or unwillingness to help, by taking care of things she is not supposed to, ends up doing more harm than good. Clients start asking her directly (because they know "she gets things done") instead of going through the official process. Sadly, no good deed ever goes unpunished and clients not only contact her for stuff, they also yell at her for unrelated reasons when things go bad (because she answers, while support tries to hide behind an email wall)
Our ticketing system is open for our clients. They can see the progress of a ticket, the subtickets, and how other teams responded - it's very transparent except when the "process" of some teams requires an email (which is not attached to the ticket).
I have tried many times to tell her this, but she seems to see my response as "the same as other teams": looking for excuses not to work. "I have the client on top of me and he's asked for this two months ago and we haven't given them a soution!" ("we" as in the company, "we" as a team have been just assigned this ticket and everything needs handling NOW because the client is tired of waiting). At the end of the day, she is extremely tired and stressed. My previous boss quit exactly because of this reason - she got tired of "other teams not responding" and quit after 12 years.
I have a very good relationship with our manager (above my boss and her boss). He's very accessible and I often go to him directly to show him progress and new technologies we can use, which my boss doesn't really care about (as she is too busy with the "now" to worry about the future). I thought of discussing this situation with him, and I know he will listen - but I think it would be completely out of line to do this.