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I submitted a ticket to get system access. A few days later, I looked up the status of my ticket. Everything was approved, but I never got my credentials. I opened a chat session with the help desk and asked where my credentials were. After a few minutes, I noticed a new open ticket in my email. Apparently, the help desk opened a new ticket to find out the status of my original ticket.

I submitted a ticket to get system access. A few days later, I looked up the status of my ticket. Everything was approved, but I never got my credentials. I opened a chat session with the help desk and asked where my credentials were. After a few minutes, I noticed a new open ticket in my email. Apparently, the help desk opened a new ticket to find out the status of my original ticket.

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[–] • 6 pts

So the help desk opens a ticket to get the status of another ticket the help desk already has?

[–] • 6 pts

And that's how you artificially inflate productivity numbers.

[–] • 0 pt

Yes

[–] • 3 pts

I worked at one place back in the day where "touching tickets" was a metric so the entire help desk would open a ticket just to get the "touch" for the metric. Resolving a ticket was like #12 on the list of things to get done.

[–] • 0 pt

Yea, I definitely suspect that's the case here.