I’m still fairly new here but my background is IT with a client base that ranged from the same building to world wide locations including oil rigs off the coast of Africa. I can honestly say that there was never a user who was happy to place a ticket! I know, how can that be! On the flip side, we needed that ticket system to help manage our workload, identify problems and make sure those problemss were resolved.
An example of why we need it here at DMS: Tuesday as I walked into the laser lab John told me about a problem Mike had told him about in the 3D lab with one of the pc’s. I had no problem with this and I went and checked out the pc. I checked the logs, events, disk space, virus definitions and pending updates. No problem was identified. So I went back to John to see if he had any more info. on the problem and he didn’t have anything more to add. Shortly after we saw Mike and he explained the problem, and one extra yet most important fact: it happened last week. So at this point with no other problem found we all considered it closed. I found Stan and just gave him an update so he’s aware of what’s going on in the environment and he says that he worked on and fixed a problem with that machine last week.
I apologize for the length of this text, but I hope it shows how a ticket system would have saved a lot of peoples time and effort. Also if the ticket system is searchable we could have looked at the ticket that was entered, if it’s reoccurring and previous fixes and even more importantly if it was closed!
I honestly think that if everyone supports it and uses it we will make the environment better for everyone.
And to the team, thank you for your hard work on this project!
Troy