Post
<as I log an #it #helpdesk ticket>
p.s. whatever ticket submission sw you use is terrible. I can't change/edit the details of my ticket after I submit it, and I can't even specify a summary as it is taken from the first line of the body submission. In which none of the whitespace or formatting is retained its all one big glob of text.
Even back in the 90s we had better input forms than this. Come on guys.
(I bet the response will be "Oh we use [ZenDesk // some other big ticketing system ] behind the scenes, but we didn't want ticket submitters to be overwhelmed by all those fields". Im willing to bet ZenDesk and its ilk have solved that problem with different forms for users vs. support staff.)
@tezoatlipoca I did not know we worked for the same company. 😂
@Enema_Cowboy
hah.
And get this, if it involves a dozen or so "special" systems - which there isn't a list of outside of our Active Domain accounts, and I only know about that because I've had to go through it for one already - you have to submit a better, different-er ticket in a special support ticket website with MORE fields that you don't know what values to specify in each, because none of the values make sense unless - yes... - you're a fcking support tech.
@tezoatlipoca Is it homegrown or "ServiceDesk"?
best I can tell from the 3k lines of CSS and six (albeit 40k character) lines of source code, its 3rd party cloud hosted: https://www.servicenow.com
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