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This afternoon, we got a ticket kicked up to the Regional level, and after looking at it for all of half a second, realized the local tech who kicked it up not only shouldn't have, he was just being lazy.
The ticket itself involved a single luser being unable to log into any computer. Instead of doing even the most basic, cursory check of the luser's account, the local tech just kicked it up to us, then went home for the weekend, two minutes after receiving the ticket. The ticket was also marked as a high priority because the luser used the phrase "this affect patient care," despite being so concerned with patient care, they also left for the weekend.
So we kicked it back to the local tech, and our shift boss fired an e-mail explaining what we looked at, and wondered why what was obviously a local problem got up to our level, and why a ticket marked as high priority was marked as such when all the concerned parties left to go home shortly after submitting/transferring the ticket. Said e-amil was sent to the local CIO at the site, as well as our division chief.[By: skippytpodar
/ 2013-05-17 ]
Comment on Story [Top]
One of our "senior" help desk people is late 3-4 times a week. Not just a few min but 15-30 min. When I get the call that's he's late and per process send out an email I make sure to copy our bosses boss. -Starfury
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