If you voice an issue to the ops engineers and they ask you to open a ticket through the correct channels so we can keep track of it and get it fixed, by all means, open the ticket and we’ll get to it.

But if you open nine tickets for precisely the same issue, each worded differently in an attempt to get it done sooner, it will take even longer and will delay every other request you have.

We’re not being mean or vindictive. It takes time to do work. And part of work is reading your tickets, comprehending what you’re asking, realizing that it’s related to precisely another issue, then marking it off as a duplicate and tying it to the original ask.

We’re on it, I promise.

This was just fired across the bow at work:

“Heads up – I tossed your name out there as someone who might be a “qualified” candidate to help with this”

Followed by the request:

Here’s the specific problem re the Sun box in DN1

We can’t connect the network management port; it needs a 10Mb/s connection – the switches don’t support it. Therefore we need someone in DN1 on a laptop connected to the serial port for any work, until the server gets on the network.

I find myself lacking the words to effectively respond to them.