I work in a place, where it has be ticketing system and while my manager enforces that policy, some people (other managers) just send a email and don't follow the ticket system. While I am on my probation and I shouldn't be asking my manager to micromanage as I know it is frustrating.

I don't like to ask my manager, "what to do", while he may sound nice or not. It all add up to my evaluation of my probation in the end. I am a developer which works for everyone needs and it is real time need of business.

How can I approach my manager about encouraging fellow developers to follow a proper procedure without offending anyone?

marked as duplicate by Philipp, Lilienthal, gnat, TrueDub, Chris E Nov 21 '16 at 15:03

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    You think asking your manager for input on how to better do your job is a negative mark on your evaluation? Yeah... no. – Lilienthal Nov 21 '16 at 11:44
  • Everyone, Think back to the "do I ask too many question" post. – user30031 Nov 21 '16 at 12:32
  • While I know you don't want to ask "what to do", I think you could possibly focus on ways of approaching your manager about this so that you find solutions. The edits to make the question more specific, with a specific goal, may make it more in line with our site's goals. For now, I'll leave that to the community to decide. If anyone can think of more edits to make this more in line with our site's Q&A goals, please help Nofel out with some edits. – jmort253 Nov 22 '16 at 13:02
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    You could be potentially in far more trouble handling unofficial requests without putting them in the ticketing system and asking about how to handle them. Particularly if your boss thinks you should be working on something else that doesn't get done in time. – HLGEM Nov 23 '16 at 18:52

We use a ticketing system here as well. And I also get "off radar" requests.

The solution is simple:

"Thanks, is there a ticket number for this?" If the answer is no, open a ticket in the persons name so that it goes through the system. If the answer is "no, just do it", then just do it (at least you have the "off-radar" aspect captured in an email).

Some requests are project-based, so they get worked on under an umbrella ticket or just by using the project reference.

In our work, nothing should go into the live system without it having a ticket reference. The auditing people don't really like changes going through without any due process/paperwork/authorisation happening.

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    can my job be in dangerous position if i say to "create a ticket" to a manager level person (other manager then me) or asking my manager to tell them to do it. Either way if it is a delay it will be on me? – cookieMonster Nov 21 '16 at 12:08
  • Ideally, you'd have a system where tickets are analysed and prioritised. You can then let that process decide when and who works on the tickets. – Snow Nov 21 '16 at 13:10

"I don't like to ask my manager, "what to do", while he may sound nice or not. It all add up to my evaluation of my probation in the end."

The ticket system was put in place for a reason, which is to document requests for support before any work is actually performed.

You'd best run through with your manager what you must actually do when you receive email requests, especially those of an emergency nature.

If you take it upon yourself to work on undocumented requests and the outcome of the work you have performed is also undocumented, you would end up in hot water with the manager if the manager were me. If you don't know something, you ask - that's what your manager is here for. You don't guess and you don't ask on Stack Overflow because none of us here has an inkling how tightly your company is enforcing its ticket policy.

You are lowest on the totem pole, so it's incumbent on you to ask before you do something that your management would regard as ignorant, stupid or harmful. And doing stuff that's stupid, ignorant and harmful won't help you get past your probation period. Especially if you could have avoided doing something ignorant, stupid and harmful by the simple expedient of asking. Ignorance is a luxury you can't afford. As your manager, I'd distinctly prefer that you ask me something stupid than you doing something stupid on your own. I need to have the confidence that you'll ask me before you do something stupid. Your top priority at this point is "do no harm".

Every company I ever worked for and for which I performed client support - that company had a policy of strict compliance with its ticketing system if it had a ticketing system in place (*). Your employer is most likely no different and you simply need to discuss with your manager what to do with these email requests.

(*) The strictness makes sense since any ticket includes time stamp, description of the issue, history of what was done to resolve or manage the ticket including what was tried and didn't work and what troubleshooting took place, who was involved in resolving and managing the ticket, who currently owns the ticket, the priority and urgency that's currently assigned to the ticket and the current status of the ticket - whether it's open, closed, on hold, etc. I expect that none of the emails you get has most let alone all of that vitally needed information.

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