In the end, is there a significant difference between requesting work (or whatever you'd use the tickets for) and submitting info to your team? It seems like, if anything, the requests for work would be chattier than them just emailing you info.
We're about to go through something similar; I spent the past 1.5 years training people to use one address to request things and send us info, and now we're going to split it into two addresses (because now we have an actual ticketing system in place). In our case, we're going to move tickets to a separate address; it allows us to selectively forward emails into that, if need be, and after a few weeks of telling users to send requests in to that address we're going to just start letting requests into the old address "fail", i.e. getting addressed or not as we remember them, and not be actively managed, prioritized, tracked... if they want that, they'll have to learn to use the new address. There may be some broken eggs in the process of moving people, but I figure it's not the end of the world and in the end it'll get the job done without jumping through a bunch of crazy hoops. Nicholas On Mon, Jun 4, 2012 at 5:29 PM, Matt Disney <[email protected]> wrote: > > > On Mon, Jun 4, 2012 at 5:04 PM, Tom Limoncelli <[email protected]> wrote: > >> This is a classic example of a situation where you need to tell the >> customer "no". >> > > I can see where you'd say that but I'm not sure that is exactly the case > here. > > You could consider this list I'm talking about to be a tool that I want > customers to use. Over several years, we have managed to create a > sufficient amount of publicity and momentum in the use of this list/tool > for sending info into my organization. I worry that if we tell customers to > use a new email list to reach us, some folks just won't ever learn about > the new email address (or they will learn of it slowly) and we will > compromise some of our internal branding that is based on this list. > > I agree that having two separate email addresses/lists for the two > separate functions is ideal. But there's a cost (to me, not really to the > customer) for that transition and I'm not convinced it is the right thing > to do in this case. So I'm exploring my options. > > Matt > > _______________________________________________ > Tech mailing list > [email protected] > https://lists.lopsa.org/cgi-bin/mailman/listinfo/tech > This list provided by the League of Professional System Administrators > http://lopsa.org/ > >
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