The IT help desk at this pilot fish company has come up with a new approach for assigning trouble tickets: They search the headers for previous tickets on the same application, looking for the name of anyone who has touched a ticket for that application before.Then they route the ticket to that person with this piece of boilerplate:
Previous records indicate that you have solved problems with this software before, although we don&t have any documentation that supports this routing.
Please assist if possible, or if out of your scope, suggest us with an alternate destination for this ticket.
&We're not sure,& says fish, &what it means that ‘records indicate& when they ‘don&t have any documentation.&&To read this article in full, please click here
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