Urgent, redefined


Remote user submits a help-desk ticket over the weekend to get some software installed -- and it's flagged as urgent, reports this pilot fish who's tasked with the ticket.

"The software is a pretty standard one, and I'm sure it's already installed on her PC, but I need to confirm it," fish says. "If it isn't installed, it's a simple, quick install that will take less than five minutes.

"We get dinged if we have tickets open for more than two or three days, so first thing on Monday, I sent an email to the user, asking her to call me at her earliest convenience so we can take care of the ticket.

"A few hours later, I get her response: 'Hey, this week is really busy -- we have over 100 people visiting our facility. I'll put you on my calendar for next Monday.'

"I closed the ticket."

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