Automation Fail

This is brilliant. We have, at work, a shiny new helpdesk system that allows end users to log issues through either a web interface of by sending an email to a supportdesk account. The web interface works fine, even if it is a bit clunky, but the automatic logging by email is fun.

When someone sends an email to the supportdesk account, a ticket is automatically created with the text of the email copied into the issue description. The user then receives an email (from the same supportdesk account) informing her of the ticket number.

When, after a few days, the user wants to know why she hasn’t received an update they send an email, copying everyone who might be able to help her – including the supportdesk account that informed her that their issue had been logged. And another support ticket is created.

The programmer to whom the ticket was assigned (that would be me) hits Reply All and types a short message saying the issue is resolved and the ticket has been closed. And another support ticket is created.

The programmer’s manager then hits Reply All and sends an email asking the user if she received an automatic notification informing her that the ticket has been closed. And another support ticket is created.

At this point, the poor guy on the helpdesk hits Reply All and asks people to stop copying the support account because he is being flooded with support tickets. And another support ticket is created.

Someone should have tested a few real world use cases before they rolled this out.

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