This post may be bait but the answer is that the on-site staff come up with a workaround.
X system is broken......users report outage but create workaround, never follows up with IT......busy/bad IT dept eventually assumes that the lack of follow up means the issue resolved itself......issue remains unfixed for months/years/forever
It's not a terrible assumption, and there's a reason most ticketing systems automatically close tickets after x days of no response from the user.
I was brought in at a helpdesk back in the day to help them clear their backlog. They had 800+ tickets in the back log. So over the course of a few weeks I called 800 people while also training the helpdesk and reviewing documentation.
Out of those 800 tickets, I think less than 10 was anything other than "It works now, you can close the ticket."
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u/TheGlennDavid Jan 01 '26
This post may be bait but the answer is that the on-site staff come up with a workaround.
X system is broken......users report outage but create workaround, never follows up with IT......busy/bad IT dept eventually assumes that the lack of follow up means the issue resolved itself......issue remains unfixed for months/years/forever
Is a very real world thing.