World Log Woes - Holy Moly...
- Cross-Posted from the Community Wall -
You can imagine that this was met with nothing but groans and gripes. Their argument is that it takes too much time to go in and enter in a work log, but then they complain when they don't get enough information in a closed ticket. People seem to always want the cake and to eat it too.
The counter-argument to this was simple, "We can't efficiently track what people are doing unless they log their work. Seeing what was done on a ticket via the work log (as the resolution isn't always very detailed) is one of the best ways to figure out how to solve future issues. And it helps to build a knowledge base that we can use to inform not only the technicians (all of you) but our end users."
I showed the team how to use the technician timer from the request module, explained how to add a work log from the resolution tab, and even still... groans.
I'll admit, we are very short staffed at the moment, and my organisation is exceedingly behind the national avg. in starting wages. We have two working technicians (from 6), one server admin (had 2), one security guy, and one router/switch person. We also have a 24/7 help desk that is manned with 2 people per shift, and we generate over 1000 tickets every month.
Our employee size is around 3,500.
And our department spans over an entire city so there is a lot of travel time for our IT.
And we have a very low budget.
Our people do amazing work with what they're given, but how can we show this work without them logging it? I understand their frustration but something has to be done.
And yes SLA's are being broken left and right...
One of the main complaints from our technicians is that the work logs are also hard to notice since you can't tell if a log was entered unless you navigate to the task tab. Are there any plans to implement a separate tab for work logs, or have an icon like you do for notes?
Have any of you had similar issues with your IT staff?