Where's my LART?

[manuka.livejournal.com]

I and $helpdesk_lead are out of town this week attending a conference, so things are a little crazy back at the ranch - our part-time helpdesk contractor, our SW developer, and the director of IT are all scrambling to deal with the fact that the peasantry decided to go all ticket-happy on us this week while half the department is out of town. Last week, the boss announced to the entire staff that we're undermanned right now and to please be patient with us.

And then there's our biggest frequent flier. She's put in 4 P1 tickets in the last week about her printer being down (ZOMG!!!!1111eleventy! ICANTPRINTTHEWORLDWILLEND! --- when there's an identical printer across the hall from her). The first one was immediately downgraded to a P3 and the rest summarily closed with instructions to update the original one.

The boss and the developer decided to go run a report. In the last 2 years, said user has put in more tickets than anyone else, and it's 40 more than the #2 frequent flier. She averages 1.5 tickets a *week*. The median usage is one ticket every 2.7 *months*.

The boss is having a chat with his boss and will be meeting with her boss. The words "LART" and "Clue-by-four" were uttered by the boss.

Meanwhile, $helpdesk_lead and I are trying to slay tickets from the conference halfway across the country. It's working surprisingly well. We managed to knock down about 20-25% of open tickets last night.

Comments

[misfit4leaf.livejournal.com]

Awesome. *high five*

[the-s-guy.livejournal.com]

Heh. "Over the last two years, your employee has consistently taken seventeen times as much support as the median staff member. As of today, she's cut off. All her requests are to go through you first. Please make sure she's aware of the difference between a genuine IT issue and a waste of company resources."

[sethb.livejournal.com]

But think of all the P1 tickets you get to close immediately for her. That has to help your statistics.

[wxgeek.livejournal.com]

there IS that.

[ptstech.livejournal.com]

That is a nice bit of work there. Bravo!