helpdesk system
When I came in as senior administrator responsible for 1 other tech, I implemented a helpdesk system. Not so that we could track the time and frequency of faults, but so that we could safely tell our users to log a job and we would get to it as soon as possible (ie never) . the time tracking never really worked because half the time our jobs were "by the way, while you are here" type jobs that got entered after the event. Closing jobs was usually done Friday afternoon to allow us to say that we had completed x amount of tasks during the week. When the excrement hit the rotating air circulation device we'd concentrate on fixing the problem not tracking the tasks and time taken.
Biting the hand that feeds IT
