Right! We'll get *right* on that!!!

[jecook]

I used to work for a temp company for an IT services company at a large aerospace company in town. (and frankly I'm surprised I was not forced to do my own taxes and get classed as a "sub-contractor", which would have made me a sub-sub-contractor. But that's a bit of humor.)

Anyway, My job there was to take tickets that the national help desk would get from the local users, look them over, and assign them to the various departments: Server calls got sent to the server group's bucket, network issues to the network group, deskside calls to the desk monkeys, etc.

One thing we did *not* do was deal with building maintenance. They had their own number to call for support, apparently. The national helpdesk knew this, and knew it well. Almost ten years after the fact, I'm *still* trying to figure out just how the hell we got this ticket in our work queue. It was put in as a 'sev 2' which means that the user is unable to work and needs it resolved ASAP. Riiiight. There is a level above it, sev 1, that is reserved for down servers and outages affecting more then one person.

We already had a few months worth of crap tickets from the national help desk, and management didn't seem to be doing a thing about it, so we decided to make a statement. Hence, the lead dispatcher called our person at the national desk and had this ticket opened up.

very shortly thereafter the national helpdesk started making better quality tickets. The persons who touched the ticket (including Yours Truly) got talked to. Well, just the people in our group. I imagine that the Aerospace Co. employees who touched the ticket were more amused at it then anything. I never found out what happened to them.


(The reason the tickets look like crap is because they sat for the longest time in my paper archive, so they got a bit mangled. and I munged obvious names for my protection. Except for Entex, whom I don't think is still kicking around. They got bought in 2000 by Siemens, and lord only knows what happened afterwards.

Comments

[valiskeogh.livejournal.com]

that's better than the call i got about someone wanting a hammer so that they could hang some pictures on the wall of their office.

ummm... yeah... be RIGHT there...

[gilmoure.livejournal.com]

We once got a question about how long to cook a turkey. Second level passed it back down to us, asking "how large a turkey".

[zzyzx.livejournal.com]

I know where you worked. I worked there, too. Fun times.

[the-s-guy.livejournal.com]

Man, I think I lost my sense of humor on these things after about the fifth year of corporate support. I just made up a huge spreadsheet of all the company helpdesks, other infrastructure contact numbers, switchboards etc, and what areas they each covered, and would reply to the emailer or ticket originator with the datadump.

Of course, sometimes I would get replies to it from those less quick on the uptake. In which case I would just send the datadump again, with the appropriate team and contact number changed to 72 point bright red.

On the extremely few times I got a reply to that, I'd just forward it on to the manager of their office with a cut-n-pasted line asking them to please have a word with their staff.

[the-s-guy.livejournal.com]

Oh, reminds me, too - we used to have a policy that we could not, under any circumstances, hang up on a caller. This lasted right up until the fateful day where the midlevel managers had been put on the phones to cope with the influx, and one of them got a call from a guy who would not believe we weren't Pizza Hut.

In the end the manager had to promise this guy (who was probably on the other side of the country) that he would get his pizzas...

[mouser.livejournal.com]

I wonder which of the tier ones called him DEMANDING his pizza?

[kayfox.livejournal.com]

I just recently got off a job with a large aerospace company in Everett, WA... some of the tickets were kinda odd..

I once got a ticket for power plugs in a conference room... now this wasnt found out till we had been out to the site 2 or 3 time and had checked every network port in the room... I finally got the idea to ask if it was a power outlet after noticing the number on the ticket for the jack was in a electrical format rather than the fomat commonly used for network jacks at said company...

Another common misrouted ticket I would get is for deskphones.

And once, we, deskside support, got a ticket for a problem with a SQL Server... I just told the guy, "Your supposed to know more about this than me, at any rate, you lost the data, gone, fini, since your a software engineer, try writing an app to fill the database with fake data... it would be really helpfull in the future."

[ihateemo.livejournal.com]

This post deserves a 1-UP.

[jecook]

Alas, I'm the mod, and I'm forbidden from giving myself a 1-UP. ::pouts::

Fortunatly, I've run across anything goofy like that at the current place... yet.

[kait-the-great.livejournal.com]

My Uni (campus-wide) helpdesk got a call once from someone at the bikeracks asking if someone could come out and cut the lock of their bike, since the key was lost.