That's our new IT help feature here at work. You just go to the company intranet, and click on "IT Now" to report a computer problem. One of my PCs can't connect to the network, so I did that. I got an email logging the problem. Then I got another email telling me I had to call the help desk on the phone to proceed. So I did that. I told her the problem, and she said "I can't do anything about that from here, but I can create a ticket and someone in IT in your building will contact you." So let's see, 5 years ago, I would just call Phil in IT directly. Now, after two corporate reorganizations and a buyout, the new and improved help desk system adds two steps to the process. And I have to wait for them to call me.
Took some squeeky-wheeling to get it fixed. 22 hours after submitting the request, I emailed the head of IT (I thought) and asked if there was progress on my request. He told me he was no longer in charge of desktops, and gave me the email of who was. So I emailed him, and he gave me the excuse that they were very busy and my request only arrived the day before. (1 full day down means 1 full day with no work getting done, right? You'd think they'd want IT to jump right on it). Anyhoo, after the email round, the IT guy ("Joe Zoom!") showed up. But believe it or not, it took him 2 days of visits totaling maybe 3 man hours (had to keep running back to his desk to check stuff) to get me up and running finally. Turns out it's not easy to restore a dropped connection. And I don't know what I was in such a hurry to get it fixed for, 'cause now i have to actually DO the annoying project I needed the PC for.
