Tweet
A bit of background required. So bare with me.
So, at The Client, a change was instituted a few months back. We switched from [Old Trouble Ticket System] to [New Trouble Ticket System.] None of us at the ITSD were happy about it. OTTS worked fine, we didn't see the point in switching to a completely different system.
There were hitches to overcome, of course. OTTS sent out notifications whenever a ticket was created for you, and again when it was resolved. NTTS did the same thing, but it was also sending out notifications for a lot of other things:
* Ticket being created (if your name was listed as the reporting or affected user)
* Tickets being resolved
* Tickets being assigned to your queue
* Tickets being assigned to your group queue
* Tickets being taken out of your queue
* Tickets being taken out of your group queue
Etc. As you might expect, a lot of people weren't happy that their inbox would get filled up with dozens of these automated emails. The notifications were also causing a lot of strain on the mail servers. So the notifications were turned off until they could straighten everything out. They eventually got it scaled back and it went back to notifications on resolved tickets.
Now, at The Client's ITSD, we are required to log (i.e., create a ticket for) every call that we take, even calls that are just to check on the status of an existing ticket. These status-check tickets we close out as canceled, because closing them as resolved would send out a notification to the user-- who would then call back asking why their ticket was resolved when the problem is still extant.
Only... we started getting calls from users demanding to know why their ticket had been canceled. And the tickets that were canceled were always the status-check tickets. We'd reassure the user that their case was still open, and continue on.
It was a puzzler, why users were getting these notifications about canceled tickets when there shouldn't be any notification at all.
Friday night, toward the end of my evening shift, I started chatting with a coworker and another person who worked on creating reports and the metrics we use to measure how well we're doing our jobs. Metrics Guy told us that surveys are sent out on every closed ticket ending in "5" or "0". And because we get so many status-check calls, a lot of users were getting surveys, which would show their ticket as "canceled." So we'd then get an angry call.
So now I finally knew where all the "why's my ticket been canceled" calls were coming from. Metrics Guy said, however, that until a better way to log the calls we take is devised (apart from building a ticket for each one), this problem is going to continue. The most we at the ITSD can do is just advise the status-check callers that a ticket would be created for the call and would be closed out as 'canceled' and not to be worried if they get a notification about it.
Sigh.
So, at The Client, a change was instituted a few months back. We switched from [Old Trouble Ticket System] to [New Trouble Ticket System.] None of us at the ITSD were happy about it. OTTS worked fine, we didn't see the point in switching to a completely different system.
There were hitches to overcome, of course. OTTS sent out notifications whenever a ticket was created for you, and again when it was resolved. NTTS did the same thing, but it was also sending out notifications for a lot of other things:
* Ticket being created (if your name was listed as the reporting or affected user)
* Tickets being resolved
* Tickets being assigned to your queue
* Tickets being assigned to your group queue
* Tickets being taken out of your queue
* Tickets being taken out of your group queue
Etc. As you might expect, a lot of people weren't happy that their inbox would get filled up with dozens of these automated emails. The notifications were also causing a lot of strain on the mail servers. So the notifications were turned off until they could straighten everything out. They eventually got it scaled back and it went back to notifications on resolved tickets.
Now, at The Client's ITSD, we are required to log (i.e., create a ticket for) every call that we take, even calls that are just to check on the status of an existing ticket. These status-check tickets we close out as canceled, because closing them as resolved would send out a notification to the user-- who would then call back asking why their ticket was resolved when the problem is still extant.
Only... we started getting calls from users demanding to know why their ticket had been canceled. And the tickets that were canceled were always the status-check tickets. We'd reassure the user that their case was still open, and continue on.
It was a puzzler, why users were getting these notifications about canceled tickets when there shouldn't be any notification at all.
Friday night, toward the end of my evening shift, I started chatting with a coworker and another person who worked on creating reports and the metrics we use to measure how well we're doing our jobs. Metrics Guy told us that surveys are sent out on every closed ticket ending in "5" or "0". And because we get so many status-check calls, a lot of users were getting surveys, which would show their ticket as "canceled." So we'd then get an angry call.
So now I finally knew where all the "why's my ticket been canceled" calls were coming from. Metrics Guy said, however, that until a better way to log the calls we take is devised (apart from building a ticket for each one), this problem is going to continue. The most we at the ITSD can do is just advise the status-check callers that a ticket would be created for the call and would be closed out as 'canceled' and not to be worried if they get a notification about it.
Sigh.
: But I hardly know you 
Sorry, couldn't resist (ok, I could have, but I didn't). 
Comment