632
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.
you are viewing a single comment's thread
view the rest of the comments
view the rest of the comments
this post was submitted on 25 Sep 2023
632 points (98.8% liked)
Tech Support Memes
2216 readers
1 users here now
Memes about IT and computer related things, funny screenshots, or things you see out in the wild.
founded 2 years ago
MODERATORS
Every ticketing system that I've used actually does have this! The service desk finagles it to get the desired "priority" that will make the end-user happy. We have the option to correct it once it gets to us.
I think that's because many ticket systems implement the ITIL priority matrix??, or something. I've been away from helpdesk for a number of years now and only kind of rember a matrix I probably only kind of correctly described.
Our system let users pick only some of the matrix values, they couldn't declare a high priority, high impact, high urgency, ticket on their own. Like you, we handled setting the "true" value once the ticket was moved past level 1/evaluated by someone in IT.
Yup, we use a decently popular ticketing system that follows this, even has a mini training course to allow you to understand it all iirc
I think you are exactly correct on that! It is something that seems like it would be useful, but nowhere I've ever worked used it correctly.