Hey, WE'RE satisfied with how it works!

Pilot fish needs access to a shared drive, so he creates a support ticket on the new, flashy ticketing system that the IT service provider rolled out the previous year to replace an older system.

"A day later I got an email saying that the issue was resolved, and was invited to fill out of service satisfaction survey," says fish. "I checked my access to the shared drive -- and found that I still didn't have access.

"So I reopened the ticket. Then I got an email saying that my ticket was closed again because the people who needed to fix my problem were still using the older ticketing system and, by the way, here is the number in the old ticketing system."

Trouble is, fish doesn't have access to the old ticketing system.

But the email also informs fish that he can call the help desk and give them the ticket number in the old system if he has questions.

Instead, fish reopens the ticket again. This time he gets a friendly call from a help-desk tech, who again explains the issue with the two ticketing systems. "We're working on it, but that's the way it is at the moment," he says.

Fish politely points out that the dual-ticketing system isn't his problem, and that he expects his ticket to remain open until his problem is solved. He also suggests that when an old-system ticket is created, it could include a reference to the new-system ticket, so when the old-system ticket was closed, support techs would know to close it in the new system too.

Help-desk tech agrees that makes sense -- and then repeats that they don't do things that way.

"I also gave him the example of a customer ordering something from Amazon," fish says, "and then getting an email saying the order had been completed, only to find out that the product I ordered was tracked under a different system and, by the way, here is the order number in the other system to which you have no access, so call us if you want to know the status of the order.

"I asked him how successful this would be as a customer-service strategy. He had to agree that it wouldn't be a very good one.

"I didn't give a very positive evaluation of my customer experience, either."

Sharky keeps it simple: You just send your true tale of IT life to me at sharky@computerworld.com, and I'll send you a stylish Shark shirt if I use it. Add your comments below, and read some great old tales in the Sharkives.

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