Pilot fish needs access to a shared drive, so he creates a support ticket on the new, flashy ticketing system that the IT service provider rolled out the previous year to replace an older system.
“A day later I got an email saying that the issue was resolved, and was invited to fill out of service satisfaction survey,” says fish. “I checked my access to the shared drive — and found that I still didn’t have access.
“So I reopened the ticket. Then I got an email saying that my ticket was closed again because the people who needed to fix my problem were still using the older ticketing system and, by the way, here is the number in the old ticketing system.”
Trouble is, fish doesn’t have access to the old ticketing system.
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