And the point is?

[sawyl]

Today's insanity: helpdesk problem tracking. I'd assumed, in my naive and foolish way, that the point of the helpdesk system was to provide a way for users and admins - the people who like, y'know, do the actual work - to keep track out unresolved problems. Turns out I was wrong: the droids' line is that the system is for gathering statistics and thus all problems should be closed as soon as possible, pretty much regardless of whether the problem is fixed or not. If the problem hasn't been fixed, then it needs to be copied into a spreadsheet or written down on the back of a fag packet, anywhere just as long as it isn't in the helpdesk system distorting the precious statistics.

Remind me again, who actually does the work? Who actually needs to keep track of open problems? Who's the actual end user of the problem system cuz it sure ain't the R2D2s...