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Ha!
Our incident support team are a bit like this. They've got better. But I remember one user who raised a ticket before Easter, said they'd be off over Easter, provided a contact who was not off for Easter. Then when they failed to respond to a follow up question on by COB Friday support closed due to no user response 🤣
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It's not all their fault, it'll be the fuckwit management who've agreed the SLAs or KPIs and thus any and all tickets must be closed as soon as humanly possible. I've argued with my company for years about this stupid behaviour.
"We can't have tech look back to senior management so NO UNRESOLVED TICKETS!!!"
all tickets get closed
"Nothing has been fixed, we now look bad to senior management"I've literally seen my own unresolved tickets closed by the head of the department, just to make the fucking numbers look good because she had to deliver a report or something. It's fucking stupid and then they wonder why the SD team are so fucking swamped because they've just been "auto closing" all the tickets and to get anything actually fixed we need idiot users to answers questions or time to debug the problems... but they think they can run these teams on skeleton crews because it's "just about the numbers".
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hugo7
hippy
@Sumo
It's my last day at work on friday. Our IT contractor people that run the wifi etc are notorious for closing tickets before actually doing anything. I emailed them to ask about returning my laptop, they reply with a question - is it just the laptop or anything else too? But then immediately close the ticket so I can't actually reply. Gotta keep that 100% resolved record.