Once had a user manually change their ticket to Priority 1, which we used to indicate dozens of people/everyone down, because their M key only worked half the time they pressed it.
Electrician at a factory, I get called to operator's stations all the time because "I can't type any numbers so we can't change products." I have tried for 30min over the radio to direct them to press the numlock key to no avail. Please send help, I can only drink so much on my day off.
I think your ticket system should have had two labels. One for priority (how does this impact your work) and one for scope (how many people does this impact) to arrive at an urgency.
But anyway, that wouldn't stop some users from saying it's a continent wide M key outage stopping all work.
My coworker that sits next to me has this picture with a similar quote hanging up at his desk.
I can confirm that if you embellish your ticket to try and get us there faster, we know. We know and we will absolutely put you at the back of the list or "tomorrow" even if we have nothing to do.
Urgency is based entirely on the ticket maker's ability to fire you.
Helpdesk network down. So what?
CEO's mouse "gone a bit funny"? I'll be right there.
This meme reminded me someone reported a wobbly space bar in a keyboard. Thanks, I guess. It's done and I'm back to Lemmy.
That sounds like a good time for it to be a hardware issue, have no replacements on hand, and have to order from the slowest supplier you can find.
Is it typical for a user to be able to manually change priority?
I was thinking of this exact moment earlier today over lunch. Great timing.
What gets me is when users call up at 4:45 p.m. on a Friday about a hardware issue and think that if I put escalation 1 on it it's going to get fixed any faster.
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