Quote:
Originally Posted by Kushan
Of course, the ticket-closing thing does happen. It happens not just to utilisation tickets, but to SNR tickets, fault tickets - you name it. There's a particular department that has a fantastic habit of doing this to tickets because their bonus is affected by how quickly they get issues fixed. A new ticket means it's a "new" issue and they've got a whole new SLA to play with. It's hard to say if this is a fault with that department, or if it's a fault with how their bonus is calculated - after all, it's not really their fault if they can't get an engineer to a site quickly enough, or if they can't get the go-ahead to upgrade a cab.
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So basically lying and claiming something's been fixed when it hasn't so they can get a bigger bonus while customers suffer.
Great work ethic there
