Responding to damaged keyboard tickets titled "URGENT!!!!1!!":
Responding to damaged keyboard tickets titled "URGENT!!!!1!!":
Once had a user manually change their ticket to Priority 1, which we used to indicate dozens of people/everyone down, because their M key only worked half the time they pressed it.
Electrician at a factory, I get called to operator's stations all the time because "I can't type any numbers so we can't change products." I have tried for 30min over the radio to direct them to press the numlock key to no avail. Please send help, I can only drink so much on my day off.
put a smiley sticker over numlock and tell them to hit that
Could just disable the functionality in general or go all caveman on it and get rid of the button
I think your ticket system should have had two labels. One for priority (how does this impact your work) and one for scope (how many people does this impact) to arrive at an urgency.
But anyway, that wouldn't stop some users from saying it's a continent wide M key outage stopping all work.
I once got an emergency after-hours ticket to fix a computer that was shutting off randomly. I went to check it out, and the power plug was loose. I asked the user about it, and she said she knew it was loose, but she couldn't plug it in because her skirt was too short. No, this isn't an intro to a porno.
I've seen priority and severity work well ish on client facing/controlled tickets.
Urgency is based entirely on the ticket maker's ability to fire you.
Helpdesk network down. So what?
CEO's mouse "gone a bit funny"? I'll be right there.
That's actually something I'm quite grateful for where I work. The CEO isn't a complete pain in the arse.
He's actually so normal and kind of quiet when he calls up that we had to put a special tag on his account so that would flash up that he is the CEO, because from the way he conducts himself on the phone you'd assume he was just an employee.
Respect.
This meme reminded me someone reported a wobbly space bar in a keyboard. Thanks, I guess. It's done and I'm back to Lemmy.
That sounds like a good time for it to be a hardware issue, have no replacements on hand, and have to order from the slowest supplier you can find.
Keyboard is a primary input method, required to do most computer work, so if it's broken, yeah, that's urgent. Did you set up an easy method for employees to get replacement equipment on their own quickly while they wait for you? Then yeah, what do you expect them to do? Sit there with their thumb up their ass while none of their work gets done?
Sometimes I think I'm the only person in tech support that doesn't actively hate the the people I'm supposed to be supporting and actually tries to think about it from their perspective.
The M key working half the time is not equivalent to an entire organization being down. They were in Engineering and not new, they damn well should know how our system worked lol
It doesn't matter if they're Steve Jobs, you're literally paid to support them regardless. If they can't work, and you're ignoring them, you're not doing your job. That's why you plan ahead for these situations by providing quick self service answers like accessable equipment so they can keep working while you work through your ticket queue.
Is it typical for a user to be able to manually change priority?
Our system let's the user set the priority themselves. It works as well as you would expect...
!!!Urgent!!! Mouse sensitivity too high
We don't have a priority system, but users take it upon themselves to add things like 911, URGENT, and ASTAT in the title. It's kinda fun, you can tell what rumor had been flying around the office when every ticket suddenly has the same "priority".
We can but we sure get a nice message from our superior if we do without need.
It's a pretty big deal if you can't use the letter M and your job requires typing. That's like being a carpenter and having no nails.
Not really, it's more like having a third of your nails be shoddy when you have unlimited free nails, and then deciding to make your personal level nail problem equivalent to a several thousand person no-nails at all level problem without asking for new nails in the first place.
I was thinking of this exact moment earlier today over lunch. Great timing.
What gets me is when users call up at 4:45 p.m. on a Friday about a hardware issue and think that if I put escalation 1 on it it's going to get fixed any faster.