Details, details...

Pilot fish is tasked with following up on a high-priority trouble ticket -- one that has been resolved by a tech, but flagged to get a quality-assurance check.

"The tech was roused from his bed early one morning by a page, due to a critical problem ticket coming in," says fish. "Unfortunately, the help desk had not been too useful in describing the user's problem, merely stating 'user cannot log in.'"

Meanwhile, another ticket has come in -- this time from the monitoring system, and indicating that another desktop PC in the user's area has stopped communicating. That PC is monitored because it's set up to automatically pull information from a database and print off reports on a locally attached printer.

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