Re: ticket systems
Dan MacNeil wrote:
> 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
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.
Yep. Even internal users can do that nowadays... just outsource the IT
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.
Yep. Of course the IT group spends all his/her political capital
whenever they have to beg for budget/resources with no metrics, too.
Two-way street. :-)