Solved Trouble Tickets
After almost 4 years (to be precise: 3 years and exactly 11 months) of working here, the users got it and are well trained on how to proceed with defective machines. The basic workflow looks like this:
- I saw a problem (may be a defective printer)
- I inform the technical staff
- by direct email
- by phone
- The technician fixes the problem and gives feedback
As I don't like phone calls (neither incoming nor outgoing), the big crowd of users communicate their problems via email. I like that way of communication: I don't need to react within seconds (may be I have other work to do) and I can think about before reacting (what's not my thing on the phone).
OK, now to the story of today:
A user sent an email like "Hi Mario, the printer in room xy does not work. Greetings User". That's a great source of information! I know who has what problem, and also where the problem occured. In addition I have a timestamp. A normal note on paper usually doesn't contain half of that information here...
So I thought about the problem, prepared some spareparts and my toolbox and left the office to have a look on site (2 floors distance from my office).
When I arrived there, the same user was still at the computer next to the damaged printer. The user noticed my presence, had a look on me and started to talk: "Hi Mario, the printer is working now! I rebooted everything, then it started printing".
<ironic>Thanks for notifying me about that - It would have saved me some work...</ironic>
