Help Desk woes

LordShryku

I know a few of you also deal with system support, and probably have to deal with help desk personnel as well, so you can probably relate to this. Our help desk has always been ok, I guess, but recently, they seem to be losing intelligence by the day. The job of the help desk is to collect as much information as possible to correctly assign the problem to the right group, and classify the problem, right? Here's one of the problem tickets that came my way today....

[code]Problem Ticket #PM173173 has been opened and assigned to APPWMS.

Category: Applications
Subcategory: APPWMS

Problem Type: WMS MOVE (non-GUI)(Level 1) Priority Code: High

DESCRIPTION:
Problem with packing station[/code]

Oooooh, the detail! That priority code of high tells us that it has stopped production, and we need to stop what we're doing and fix it. Well, first I had to get ahold the person who called it in to find out what the problem was, which turned out to be a printer problem. So then, I had to reassign it to the desktop people, then call them to let them know. A good 15 minutes of time wasted that really didn't need to be.

And this is only an example. Seems to be a daily occurance anymore. Reminds me a lot of the chronicles of george. Anyone else have some stupid help desk personnel?

Weedpacket

Originally posted by LordShryku

[code]Problem Ticket #PM173173 has been opened and assigned to APPWMS.

Category: Applications
Subcategory: APPWMS

Problem Type: WMS MOVE (non-GUI)(Level 1) Priority Code: High

DESCRIPTION:
Problem with packing station[/code]?

And here's me thinking that the ISS was being shifted into a new orbit, and the crew was having trouble getting it into the box for the move.

goldbug

I often get tickets with extremely focused descriptions as, "Customer reports error on website", or people coming up and telling me "It's not working". Only slightly more annoying than the usual tickets to change trivial profile info that the user can do themselves.

Sxooter

The sad thing about all this is that most likely some "Efficiency expert" has set a maximum time for each incident to be handled by the help desk and so the people who fill in the least detail and move the ticket get recognized as the "best" help desk folks by their manager, while the people who carefully enter all the info they can and make sure they got it right don't.

I've seen it happen before, it's not pretty.