This morning, within 15 minutes of logging into the shift, a ticket came across my desk. The ticket itself seemed simple enough, and was an obvious local issue involving a single user having an issue opening a locally-supported program, which appeared to have just been mis-routed to my team. Since the local site hadn’t touched it yet, I kicked it their way, along with a note to do some troubleshooting and help the user out.
The problem started about 10 minutes later. My coworker got a call from the Tier 1 Desk Monkeys, notifying us of the ticket. My coworker told them that the ticket had already been sent to the local site to do initial troubleshooting. On a whim, a few minutes later, my coworker opened up the ticket, only to discover that the Tier 1 Desk Monkey had completely misconstrued what she had said, claiming that she told him our team refused to help the user with the ticket, and that this should never have come to us. While the latter was true in the strictest sense, nothing my coworker said to the Desk Monkey made it sound like we were refusing to help the user, but she had instead said that the ticket was already sent to local by one of her coworkers (me), and that local would help the user out.
This wasn’t the end of it though. The user who called it in was called by the Desk Monkey and was told that my team refused to help, so in turn, he sent an email to our division chief, throwing us under the bus and claiming that we were refusing to do our jobs. Our division chief looked up the ticket, and saw my coworker’s notes, correcting the user and the Tier 1 Desk Monkey, as well as my own earlier notes saying that I was sending the ticket for some initial troubleshooting, since there was no troubleshooting performed at all or written down in the ticket. Our division chief replied back, wondering how the Desk Monkey could’ve misinterpreted “our team has already sent this ticket to the local site 10 minutes ago so they can help” as “we don’t want to help the user and this isn’t our jobs”, when the issue was such an obvious local problem, involving a single user on a single computer having a problem with a single program.
The user who called the ticket in originally, who himself has a reputation among my team as someone who doesn’t like doing their job, and trying to get others to do his job for him, replied back, saying he wanted this fixed immediately because it was a major problem for him, and demanding regional level support for this, but we all stood firm, saying that the local site really needed to take a look at it first and try to fix it, since they had all the necessary rights to troubleshoot the systems at their own site.
After several more emails back and forth like this, the user who called it in went behind everyone’s back and had a sympathetic local tech reassign the ticket to the regional support division HE thought it should’ve gone to, which wasn’t even close to the correct one it should have gone to, if it in fact rose to the level of requiring regional level support. He promptly shut up after that, and it wasn’t until an hour later when my coworker refreshed the ticket list did she notice that someone from the local site had sent the ticket up without bothering to tell anyone, and only minimal notes concerning what troubleshooting was done.