Most employees say IT issues decrease workplace productivity, morale

Re:Most employees say IT issues decrease workplace productiv... by codegeek on Sunday July 10, 2022 @11:55AM (#32045839)

I think there is no right or wrong answer here. Imagine if IT just fixed that screw without a ticket. All good. Few mins. Now a few days later, there is sudden issue with the laptop. Guess what the customer will say ? They will say "Oh I donno, the IT guy put a screw in here last so may be something happened because of that". Now, there is no audit trail and accountability and details and boom, the IT person's job is at risk because they did not follow protocol.

No one wants to take 4 hours to replace a screw. But the answer is not always so cut and dry. The best we can do is to find a balance. For example, the IT guy fixes the screw right there BUT ensures a ticket was put in by the customer within next few hours.

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Re:Most employees say IT issues decrease workplace productiv... by sgc on Sunday July 10, 2022 @12:11PM (#32045964)

Just let people open a ticket from a station at the IT desk, or let IT open the ticket themselves for a certain class of items. Similar to an over-the-counter permit at a building department. Municipal governments figured that out decades ago ;).

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Re:Most employees say IT issues decrease workplace productiv... by 8organicbits on Sunday July 10, 2022 @01:02PM (#32046484)

I've also had IT folks open a ticket for me on the spot. They know what minimal info to type to describe the problem, the longest part is telling them your name or employee ID number. They then close it immediately.

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Re:Most employees say IT issues decrease workplace productiv... by codegeek on Sunday July 10, 2022 @02:30PM (#32047451)

Yes that's a good way to go about it.

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