They didn't reinvent the wheel, just the circle


Management at this healthcare IT vendor wants to get a better handle on how and why its support people are working overtime, reports a pilot fish who supervises level-2 support engineers.

"These engineers qualify for overtime pay, and so do I," fish says. "The payroll system is unable to track why people are working overtime, so upper management instituted a new process using a homegrown ticketing system that doesn't integrate with the payroll system overtime approval.

"The process works like this: One of my level-2 support engineers submits an overtime request, which is sent to me (as supervisor for the group) for approval. I approve or deny the overtime. If it's approved, the support engineer and I (as the supervisor who approved it) are both notified of the approval. Then the support engineer updates the payroll system to receive the overtime pay.

"However, if you are a group's supervisor submitting an overtime request, the first step in the process is a bit different: The group's supervisor submits the overtime request, which is then sent to the group's supervisor for approval.

"Based on the training I received for this new overtime submission process, this is working as designed. My overtime request is sent to my group's supervisor for approval -- which is me..."

Keep Sharky in the loop. Send me your true tale of IT life at You'll score a sharp Shark shirt if I use it. Add your comments below, and read some great old tales in the Sharkives.

Get your daily dose of out-takes from the IT Theater of the Absurd delivered directly to your Inbox. Subscribe now to the Daily Shark Newsletter.

The march toward exascale computers
View Comments
Join the discussion
Be the first to comment on this article. Our Commenting Policies