But that's me

[u/Krazuel]

Got to have some fun playing merry-go-round with the various tier levels of IT support a few weeks back. Big company, many branched areas with their own T1-T3 style support groups. I guess I'm probably "T3" in my area and how many dumb hats I pretend to wear, but there isn't any official designation in that regard.

Create a ticket and send it off to a group as the problem is only occurring for users in their system. Basically, can I get an audit log on X user? Noted some specific details of the problem to indicate it'll need some hands between XYZ teams and shouldn't be routed to X because this not a T1 issue.

Immediately see it get punted down, alright whatever no big deal I'll walk the walk.

An hour or two later I go on break, come back to faint footprints in the dust of my message box, I'm certain the T1 guy waited until he saw me go inactive and leapt into action to try and close the ticket, devious. I replied less than 10 minutes later but nothing but echoes of the void.

A couple hours later he replies he's escalating the issue to the correct group to investigate.

The group is me!

[u/ManWhoIsDrunk]

Fun at the Kafka Corporation?

[u/Dougally → u/ManWhoIsDrunk]

Is that you Frank?

[u/cindyscrazy]

Send an email to the person who sent in an order saying I need something updated.

Person responds "who can update this?"

I respond "Sales"

Person responds "....I am sales"

[u/JaschaE]

I'm T1 and I had the sneaking suspicion I would feature in this (I don't) because I recently had to explain to a T3 that, indeed, he has to sent his ticket through all the hoops, even if he owned some of them...

[u/Krazuel → u/JaschaE]

Yeah, I was a little annoyed that it got sent down, but wasn't unexpected.

The tier 1 guy telling me I'm the group to fix the issue though when I'm asking for logs from their system is bonkers.

No one read past the subject line.

[u/KelemvorSparkyfox → u/Krazuel]

Ouch. I feel this in my bones.

In a previous life job, I too wore many hats. I was scene as an authority on various things. This had the side effect of causing a number of tickets that I raised to be routed back to me - despite the words in plain English explaining that while I could do X, Y, and Za, I was not able to do Zb, so please pass to $SupportCompany for them to do Zb. Nope! Those tickets came back to me, only for me to have to escalate them, copying and pasting my previous words (in bold, the second time around), desperately hoping for them to be read.

[u/FnordMan → u/Krazuel]

No one read past the subject line.

Happens a lot at companies, at least from the view of an outsider trying to get a RMA for a product.

I'll give a subject line and a brief explanation that I've tried x, y and z.

What do I get back? "Have you tried x?"...

[u/KrisBChicken → u/Krazuel]

Everyone reads the subject and never the description and attachments.

[u/deeseearr]

"Raport z incydentu znaleziony w wannie" (Trouble tickets found in a bathtub) -- Stanislaw Lem, 1973

[u/dog2k]

i "luv" when i submit a ticket for another team and it gets assigned to me

[u/mercurygreen]

I've always preferred to work in one building/campus type of place. Then I can go down and stand on someone's desk and make them feel my wrath.

It's the simple, everyday moments that build real happiness, joy, and meaning.

[u/Geminii27]

Tell him it's approved. :)

[u/MikeSchwab63]

Request access for XYZ to perform the task THEY assigned. Security will hit the person HARD.

[u/P5ychokilla]

El Passo de bucko