grrrr

[justjulz.livejournal.com]

...and management wonders why we are struggling to make our 'numbers'...

the last 2 calls I have resolved in less than 5 minutes each... (wahoo!)

...however...

ticket creation time for each one = in excess of 11 minutes...

wonder how I would feel about my job if the tools we used supported us instead of making us sound like idiots... the lag time on this application SUCKS!!!

Comments

[wildkard.livejournal.com]

tickets are a tool for managers, not for techs.

[justjulz.livejournal.com]

ummm... I work 3rd shift, and if no one put any information in tickets - or another vehicle, I would be hard pressed to know what was done on open calls when faced with emergency situations in the middle of the night.

Management tool? Definitely. - Tech support tool? In my world.