nospam wrote:
Nospam is totally clueless. Trouble ticket systems That
don't differentiate between business and residental. The tech
with the windshield wipers may never even know what was
being worked on

the tech doesn't need to know nor does he decide what to fix. he gets
sent out to fix something and he fixes it.

Usually the tech is exactly the person who chooses which
trouble ticket gets attention. Any other way results in
*stupid* mistakes being made.

The next biggest mistake with trouble ticket systems is
choosing one that is really good at generating reports
for management and as a result very poor for dispatching
troubles! That is common. ATT on the other hand was
always famous for using a bureaucratic boondoggle that
was designed to make upper level administration of
management methods easier, without much concern about mid
or lower level management efficiency, and with no
concern about how it functioned at the technician level.

The Bell System was an astounding bureaucracy, that even
after divestiture could not be corrected even by a
Board of Directors that tried hard in the 90's to change
it. They eventually through up their hands and sold it
to Bell South and walked away.

--
Floyd L. Davidson http://www.apaflo.com/
Utqiagvik (Barrow, Alaska)