[halloween came early] IT dept..

[psyger-zero]

Not in IT but whats the purpose of a 'ticket'? Its for their KPI or they are paid by the number of tickets (cases) resolved?

when did this practice start?my side also keep saying TL has to submit jira else they cant help.then i got immediate problem no need work is it?then coy still come ask me why work not done?

 

[Raitei-Q]

Maybe their KPI is how many tickets they served to justify headcount

Is order as well, you want every people come to ur desk with their problems and argue with you who's problem or title is bigger?

 

[fly1111]

me dun really geddit
what ticket?

These coolies kpi is measured or capture via their ticketing system. If they work but no ticket created = no work done

 

[Raitei-Q]

when did this practice start?my side also keep saying TL has to submit jira else they cant help.then i got immediate problem no need work is it?then coy still come ask me why work not done?

Ticket severity will be base on your problem
Severity will be base on the problem you selected base on what encountered, the response time or sla will be base on the serv of the ricket.

There are time i have to come into the picture due to people pulling their ranks/title on the support them as well

I dislike people who abuse or rude to support people who are doing their job base on the system everyone in the coy have sign off

 

[Roundtreex]

Not in IT but whats the purpose of a 'ticket'? Its for their KPI or they are paid by the number of tickets (cases) resolved?

Show work load to higher management. Huge Numbers make inhouse IT team look cheaper and justify for existence and additional manpower... Outsource fees is count by ticket one.
You confirm not manager lol

 

[psyger-zero]

These coolies kpi is measured or capture via their ticketing system. If they work but no ticket created = no work done

Very dumb just like my no fill productivity means no work done,even when truth is I'm so busy I don't have time to go do double work fill it. Yah right they got CCTV to catch us slaking or not locking our screens when away but the same can't be used as proof we worked? Really ish selective enforcement.

 

[Scarlet Tea]

Those who dk the ticket system are the most satki hidden dragons. Cos dunnid to work still got money

 

[ramlee]

These coolies kpi is measured or capture via their ticketing system. If they work but no ticket created = no work done

And when the company get rid of these coolies, YOU will have to do fhese coolies jod

 

[fly1111]

Very dumb just like my no fill productivity means no work done,even when truth is I'm so busy I don't have time to go do double work fill it. Yah right they got CCTV to catch us slaking or not locking our screens when away but the same can't be used as proof we worked? Really ish selective enforcement.

Coolie life ish like that

 

[fly1111]

And when the company get rid of these coolies, YOU will have to do fhese coolies jod

Usually company view this as low level job that they don’t wanna hire ppl for
Most company outsource this scope of work unless your the 1 selling BPO

 

[dev_stg_prd]

 

[kopi22]

Cool design!

 

[swenson]

Show work load to higher management. Huge Numbers make inhouse IT team look cheaper and justify for existence and additional manpower... Outsource fees is count by ticket one.
You confirm not manager lol

As mentioned in my first sentence "Not in IT". Our IT is outsourced on an annual contract basis, so no such thing as ticket. Got problem, just call/msg them and the 3rd party will resolve it asap.

If they don't settle well enough, I'll just not approve the maintenance contract for the next year. When one is edmw level, you usually don't bother with these things.

 

[Mr.Chibaboom]

This one is kok leong’s or @Dr.Vijay ’s office??

 

[BigMonkey]

sales have KPI, director have KPI, naturally IT also have KPI

 

[BigMonkey]

As mentioned in my first sentence "Not in IT". Our IT is outsourced on an annual contract basis, so no such thing as ticket. Got problem, just call/msg them and the 3rd party will resolve it asap.

If they don't settle well enough, I'll just not approve the maintenance contract for the next year. When one is edmw level, you usually don't bother with these things.

you don’t see it doesn’t mean it doesn’t exist. IT do use ticket to pass on task to next shift people.

 

[Timber_Wolf]

These are all part of the western IT management practices, like ITIL, etc.
Accountability, measurements, productivity, etc.

Gone are the call/fix/done, move on.