Re: Rant: Ticket System

~ew as no time for ticketing systems

One project I worked on was on-site with the client. The tickets were duplicated as post-it notes stuck to a wall. The client could see them move across the wall to the "Completed" column, giving them the reassuring feeling that stuff was getting done. When I arrived part way through, I asked why the post-it notes were so out of date. "Oh, they're happy with us now. They don't look at that any more."

Ticket systems are not for the people who have to use them. They're for people who want to know "What are those tech people DOING??"

#tickets

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