No subject

<br>
1) Users prefer not to use them.&nbsp; They'll do whatever gets thier probl=
em solved with the least amount of effort.<br>
<br>
Some might even decide thier problem isn't enough of a problem to put
in a ticket, but they will complain to co-workers and management.&nbsp;
You might hear of a problem from your boss via this way.<br>
<br>
2) If management doesn't support tickets, no one will use them.&nbsp;
Your management needs to make clear to the users they should be using
the ticket system.&nbsp; You need the ability, supported by your
management, to say &quot;I'm not going to remember this unless it's a
ticket&quot;.<br>
<br>
3) If you accept requests outside the ticket system, people won't use
the ticket system.&nbsp; This includes typing in tickets for people.<br>
<br>
<br>
Things I've seen work:<br>
<br>
Not accepting anything besides a ticket.&nbsp; You need to say &quot;I'm
going to forget it if it's not in a ticket.&quot;&nbsp; Your boss needs to
back you up on this.&nbsp; Of *course* there are exceptions.<br>
<br>
Simple web forms.&nbsp; Email eliminates this.<br>
&nbsp; check boxes to catagorize<br>
&nbsp;&nbsp;&nbsp;&nbsp; ex: printer, windows, linux, phone, facilties<br>
&nbsp; priorities<br>
&nbsp;&nbsp;&nbsp;&nbsp; ex: 5 - request, 4 - 1 person working w/
workaround, 3 - 1 person stopped, 2 - multiple working w/ work around,
1- multiple people out, 0 - everyone stopped, building on fire.<br>
&nbsp; minimal description of problem in text<br>
<br>
Feedback.&nbsp; Every time you touch a ticket the user gets an email with t=
he changes.<br>
<br>
Don't worry about statistics in a ticket system.&nbsp; If that's the
purpouse, you're going to spend all your time tracking problems instead
of solving them.&nbsp; You can get enough stats out of anything (#
tickets closed/opened in N days) but they should be an afterthought.<br>
<br>
The worst things I've seen are telephone based systems with someone
entering tickets by hand.&nbsp; You spend lots of time transcribing and
losts of stuff gets lost in the translation if you're not the
transcriber.&nbsp; You usually have to talk to the user yourself.&nbsp;
If the user fills out a form, you've got it narrowed down and can do
some automated sorting.<br>
</div><br></div><br><br clear=3D"all"><br>-- <br>A strong conviction that s=
omething must be done is the parent of many bad measures.<br>&nbsp;&nbsp;- =
Daniel Webster

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