This is actually where a phone call can be beneficial if you’re assertive about the questions and cut them off when they get squirrely. Some people will never figure out how to get to the point over a ticket because they cannot organize their thoughts no matter how well formed your written instructions are. Get them on the phone and just remote to their workstation.
And when remoted, open the ticket system and fill it out for them as they answer your directing questions. Once done, let them know that the new ticket will be handled according to the sla. At low priority.
Ma’am, in the ticket you indicated “Shits busted” but could you give me some additional details?
This is actually where a phone call can be beneficial if you’re assertive about the questions and cut them off when they get squirrely. Some people will never figure out how to get to the point over a ticket because they cannot organize their thoughts no matter how well formed your written instructions are. Get them on the phone and just remote to their workstation.
And when remoted, open the ticket system and fill it out for them as they answer your directing questions. Once done, let them know that the new ticket will be handled according to the sla. At low priority.
“Computer machine, it no works”
For real. I get tickets like this issued for/on behalf of a location. So I don’t know who, what, where (within that location), when, why, or how…
Do ticket templates not work?
Asset tag: Broken printer.
Office location: BROKEN PRONTER.
Requester: BOOKEN PINTOOOR!!!
And my favorite: “.”