Dave The Web Guy
For the F-ing Love of God, File an IT Ticket
11/02/2023
For the love of god, file an IT ticket.
I've worked in the IT industry for most of my adult life in multiple organizations. The one phenomena that never ceases to amaze me is the IT user bases' absolute objection to make out ticket requests, or really, honor any formal hailing procedure, for their various IT issues and needs, whatsoever.
I actually think I do understand the reasons, which are varied. Ticketing systems represent "administrative level" work. People just like the traction of hounding others directly, or feeling above doing anything that seems to subjugate them even if only in feeling and form (e.g., "I'm Donald Trump and I don't even open a web portal to pay my water bill.")
Despite every good reason to take the minute to file the damn ticket, which includes benefits such as something resulting in a trackable record of their issue and the working progress to address it; providing a central hub of communication between the user and multiple parties around it; better ensuring technician accountability; contributing to a "hive" of information about other issues that can be probed and delved later for the benefit of all, and finally, just to respect the poor IT worker's right to organize and execute tasks comfortably and efficiently. Things that literally give the best, over scattershot, service, in the user's very interest.
Even allowing for some initial resistance (which I personally tolerate well), and even when tickets are not generally required by any sort of policy, which is usually the case, the true awe is that people somehow don't come to understand the value of a filing a ticket on their own. None of the reasons explain a user's reticence to learn that doing so is actually better for them than not. That no matter what the options are, no matter whether a ticket system is forced or not, getting things done well starts with that one. simple. thing.
In fact, it turns out, some people would rather literally murder people and put themselves on death row first before they will file an IT ticket, like Eric Williams.
This guy needed two monitors to work from home - or rather, to enhance his home office. When whatever personal contact he made or "magic influence" he tried exerting in an effort to actualize the acquisition of these monitors in lieu of just filing a damn ticket, failed, he simply walked into his office IT shop and took them.
This technical act of thievery led to him losing his appointment as a judge in his community, which, apparently, triggered him into a campaign of revenge murder, culminating in the taking of the life of the DA that prosecuted him, and another man and that man's wife, who were somehow part and parcel to that prosecution.
In a Dateline video that included William's interrogation wherein he explains why he stole the monitors in the first place, he was point blank asked by detectives whether or not he had put his request for these monitors in writing anywhere. Williams responded that he had not.
Face palm.
Moral of the story stands as given.
By Dave for Personal Blog.
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