Hacker News Reader

Comment by synu | Hacker News Reader

Maybe, but I’ve noticed there’s a big difference in IT departments who will open a ticket for you/do it together, vs. ones who will only confirm that they won’t talk to you until you go back to your desk to open a ticket. I started my career in IT and have worked in both kinds. Some IT departments really have an us vs. the world mentality.

Needing tickets is just reality. Companies see IT as a cost center so they need to justify their existence, which they do with tickets. Creating tickets itself doesn’t need to be adversarial, but the process can be used to try to get people to leave you alone (or at least make it onerous to do so) if that’s what you want.

View on HN

When you see this, this is almost always a management vs IT issue, and you're just suffering the fallout of it.

With this said, if the management demands IT has tickets, this is something that must be reiterated to every employee. "If you go to IT without a ticket, they cannot and will not help you"

While you as an employee may not have been adversarial, it is extremely common for angry users demand help right now for their life ending issue that's more important than anything else in the world! You know, they need that PDF printed right now... While you happen to be working on the server that's keeping 100 other people from working.

I was the IT support tech who would input tickets for people instead of insisting they call/walk-in with a ticket. The result was management gaslighting my ticket numbers as artificially inflated and being highly critical of my work. Wound up on a PIP.

(Realistically, everyone outside the department knew me by name. They would call and ask for me any number of ways including outright lying. They'd tell me I was the sole source of any problems getting solved! "Everyone else in that department can't do a thing.")

Please just put tickets in before you reach out to IT and have the number ready. Print it off, even.

Around here, I as a support guy could theoretically open a ticket. But I'm shielded by policy, so users cannot call me directly. Instead they will reach a call center (same for emails) where tickets are written down, classified and assigned. It usually takes an hour from initial call until I even see the ticket.

Reply on news.ycombinator.com