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Re: ticket systems

One of my clients has a problem in that some of their customers do
not have internet access (shocking, I'm sure), so there should be a
back door. They have trained the secretary to take calls directly
into the TTS, so even if you don't publish the web interface, it is

Also, while there are times when you have to "make it policy," I try
to avoid it as much as possible, especially when moving clients from
an existing, free form system to what they may perceive as a more
restrictive one. Instead, I make it seem simpler (and it is) to use
the TTS by promptly calling/e-mailing for more information when they
use the system, and tending to go more slowly on the sticky notes.
If someone calls, I generally ask for an e-mail "to help my poor

Seems to have worked so far.


>  > You don't ask people to use it -- you make it policy -- with
>  > management's approval.  Psychology shows that people will meet
> their
>  > needs via whatever methods are open to them.  Close the other
> methods,
>  > and they'll come in through the front door.
> This makes some sense in the context of an "internal" system with
> "internal" customers/peers.
> With external customers, one's ability to set policy is a bit more
> limited. They can buy service and support from somebody else if they
> don't like your policies.
> Even with internal customers, it might be better to pick a ticket
> system
> that allows users to interact entirely through email than to spend
> political capital on enforcing a policy.
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Meddle not in the Affairs of Dragons
    for thou art crunchy, and good with catsup.

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