March 18, 2005

Work Tip #10

If you are required to use a Help Desk Tracking System, it is advisable to write clear and concise sentences when entering resolutions to problems. However, making the resolution rhyme will not be seen as a valuable use of company time and/or resources.

An example of what not to do:

I installed Service Pack 3 for Office XP,
but it didn't solve the problem entirely.

When Mary tried to view her deleted email,
Outlook wouldn't allow it and the program would fail.

We did an exmerge since her account was corrupt,
It worked like a charm when Outlook came up.

Mary then complained that her fonts were too small,
so I changed her resolution, and it fixed them all.

I called her today and she's doing just fine.
She said, "Thanks for your help", and I said, "Anytime".


Dude, I could SO take you on in a "battle of the crappy help desk tickets" contest.

p.s. Out of curiosity - what tracking system does your company use?

Posted at March 18, 2005 12:12 PM

I was going to ask the same question as Chez! Do either of you use Clarify?

Posted at March 18, 2005 02:48 PM

We use a product called iEnterprise. It is a packaged help-desk product that we've highly customized. When I was with EDS, we used Remedy, which was better in my opinion.

Posted at March 18, 2005 02:57 PM

I think it's an entirely valuable use of your time to provide comic fodder for your co-workers...

Posted at March 18, 2005 03:53 PM