Manufacturing facility’s help desk software generates reports for the general manager and each department head, says a pilot fish on the scene. It’s the typical thing: Each time a ticket is opened or closed, the user requesting the work and the higher-ups all get a copy via email.
One day the IT boss gets a call from one of the department managers. “I got a ticket for a tech installing a printer ribbon,” manager says.
OK, says IT boss, what’s the problem?
“The tech had to come back the next day and adjust the ribbon, and I got a second ticket,” manager says. “Am I going to be charged for this?”
After a lot of back and forth, the department manager says, “Oh, never mind; forget about it.”
