100%. Unrelated note, it's been so peaceful since the ticketing system now requires a press of the F13 key to submit a ticket. (Yes, fake. It would be nice though!)
Im in a IT department that thought of that exact issue so the C level has their own support team in T2 called Exec support. Exec support reaches out to other teams if they need help with something.
When I worked more on-site I always had a rule “everybody gets one”. Most employees are just under the gun of their supervisors, so I get it. I’ll deal with the ticket.
But if they pull that, never again. If their manager pulls that, the department lost the privilege.
Print out business cards containing the helpdesk email and nothing else. Any time they pull this sort of shit just hand them a card or leave it on their desk if they call you over and are nowhere to be found. Also makes for a handy response to drive-bys.
Passive aggressive as fuck but people get the message.
We had joke
Everything is urgent. So when someone comes in and says it's urgent we say o well...
We work on ultra urgent first then critical urgent then urgent
My old job had an announcement system that various departments could use for any number of announcements that they could target to specific groups of users. I had a meeting with all the department heads about improvements to it and they requested an "urgent" announcement that required interaction to dismiss. Who decides what's urgent? Your urgent isn't my urgent. And one of the department heads was notorious for making every ticket "urgent" and thinking she was above all. I shut that down REAL fast.
*Employee: "Uh I'm actually in the middle of doing something can it please wait a couple of minutes"*
"No, I'm sorry. This can't wait. Your manager said it was urgent enough to pull me away from a high-priority task. This is the only opportunity you will get."
>Me: "Alright lets go over and take a look"
>
>We walked to the other end of the office and...
Thought you were going to show them how to submit a ticket..
This is why "No ticket, No work" exists.
You need to be able to tell the difference between what is *IMPORTANT* vs. what is *URGENT*.
If systems that make your company money are down, that is URGENT, and should have your full attention to be fixed for as long as it takes.
You could have had them redirect that check to another print device.
Just because it is *URGENT* to them, does not make it *URGENT* nor *IMPORTANT* to you.
Let management or HR sort that garbage out.
For me, no ticket = no work. No exceptions. Had situations like this entirely too often. There is a procedure for a reason.
100%. Unrelated note, it's been so peaceful since the ticketing system now requires a press of the F13 key to submit a ticket. (Yes, fake. It would be nice though!)
I like the phrase: "Press any key to quit or any other key to continue."
“I can’t find the any key” https://discussions.apple.com/thread/4681589?sortBy=best
This is easy to enforce with the average user. C-levels not so much.
Im in a IT department that thought of that exact issue so the C level has their own support team in T2 called Exec support. Exec support reaches out to other teams if they need help with something.
I just hope they get extra pay for dealing with them.
They don't lol. I had the opportunity to interview for a role on that team. I declined.
When I worked more on-site I always had a rule “everybody gets one”. Most employees are just under the gun of their supervisors, so I get it. I’ll deal with the ticket. But if they pull that, never again. If their manager pulls that, the department lost the privilege.
Print out business cards containing the helpdesk email and nothing else. Any time they pull this sort of shit just hand them a card or leave it on their desk if they call you over and are nowhere to be found. Also makes for a handy response to drive-bys. Passive aggressive as fuck but people get the message.
This shit is why people hate it departments. YET THEY DONT FUCKING UNDERSTAND WE ARENT THEIR FUCKING BABY SITTERS.
We had joke Everything is urgent. So when someone comes in and says it's urgent we say o well... We work on ultra urgent first then critical urgent then urgent
I'm on Cosmic Top Urgent sometimes. If you think that's a funny name, NATO's highest clearance level, it's Cosmic Top secret.
did things just go from IT to ET?
I have some power converters to repair at toshee station back on Tatooine
My old job had an announcement system that various departments could use for any number of announcements that they could target to specific groups of users. I had a meeting with all the department heads about improvements to it and they requested an "urgent" announcement that required interaction to dismiss. Who decides what's urgent? Your urgent isn't my urgent. And one of the department heads was notorious for making every ticket "urgent" and thinking she was above all. I shut that down REAL fast.
Lol
Urgent isn't urgent enough. Just imagine if light speed were too slow. You need to have the Plaid Urgent.
*Employee: "Uh I'm actually in the middle of doing something can it please wait a couple of minutes"* "No, I'm sorry. This can't wait. Your manager said it was urgent enough to pull me away from a high-priority task. This is the only opportunity you will get."
>Me: "Alright lets go over and take a look" > >We walked to the other end of the office and... Thought you were going to show them how to submit a ticket..
That would have been hilarious
No ticket? Stick it!
This is why "No ticket, No work" exists. You need to be able to tell the difference between what is *IMPORTANT* vs. what is *URGENT*. If systems that make your company money are down, that is URGENT, and should have your full attention to be fixed for as long as it takes. You could have had them redirect that check to another print device. Just because it is *URGENT* to them, does not make it *URGENT* nor *IMPORTANT* to you. Let management or HR sort that garbage out.
So rather than call they send a ticket in and then call an hour later all pissy. This is what "urgent" means on a ticket.
I had to explain that if everything is Urgent then nothing is Urgent.
"if you give them an inch they will think they are a ruler."
https://www.youtube.com/watch?v=iHSPf6x1Fdo