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.
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.