My dearest Director, I called up IT helpdesk, and submitted a IT request to solve a software issue yesterday. Due to they can't solved it at that moment. Then they help me to raise a ticket to pass over to their support team to follow up at the end of the day. Ok, I am fine.
This morning, I received a "ticket resolved" message, with asking me to submit another change request ticket. It's that mean the case has been resolved? Nope, not at all. They simply close the case with telling me, to submit another request ticket. Wow! I can't believe it, I am actually working in a government sector. Why can't they follow up the 1st ticket and do whatever they want to solve it?
My problem was very simple actually. I was originally granted the access to a software, but after moved to Senai, I was unable to login anymore.
If service helpdesk to pay by counting of "resolved" tickets, my case was actually needed 2 tickets to solve instead it suppose to be one only. 2 tickets submitted up to now, I am not sure whether they will ask me again for 3rd tickets. Good business for them, but we squeeze ourself like hell until out share reaching 5cents today.
We are in a company of carrying FAST, CREATIVE, PASSIONATE. But we need at least 2 tickets to solve the one IT issue. What's a shame!
Pls look into it. Not telling me again "Pls refer to your immediate superior if you have any further question."
Hereby, forgive me to attached some "non-sensored" image to express my disappointment on this silly stupid helpdesk.
Na...Nananana...nananana... From Small Child
Ne...Nenenene...From Nanny
same from him too.
doubles from him..shame!
same from him too.
doubles from him..shame!
From,
Desperator
6 comments:
Love your blog!
check mine out:
http://muchbetterthanworking.blogspot.com
Would love your thoughts.
hey good one...liked it..this usually happens to me.. belv me, i have escalated to 5 people :-)
Hi Jack, in future, reply to the remedy mail and tell them u do not agree to close the case due to...... cc Loo GK. Only by this way, they will be penalised.
If you just keep quiet and raise another remedy, they consider the first remedy an achievement.
Don't give chance.....
Hi all,
Thank you for all your advices. I have just raised my complaint according to "Anonymous". I will keep you update, on what reply if there is any.
Once again, thank you everyone, including Jackal.
From,
Desperator
It's either the IT workers' performance are based on tickets or... they need tickets only will roll which just like a car needs petrol!! Totally screw up!
I made my complaint to IT.
IT replied, the first ticket is raised under issue/incident, due to this is not a issue and it suppose to be a request, so the first ticket is not valid, and I need to raise another ticket under "Change request".
Then, I said, why not put the 1st ticket as VOID, and 2nd ticket as "resolved". and I don't understand why there is 2 "resolved" ticket to serve 1 request?
12hours gone, she still not replying me. kia cia liao. maybe makan rasuah..
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