They didn't reinvent the wheel, just the circle

Management at this healthcare IT vendor wants to get a better handle on how and why its support people are working overtime, reports a pilot fish who supervises level-2 support engineers.

"These engineers qualify for overtime pay, and so do I," fish says. "The payroll system is unable to track why people are working overtime, so upper management instituted a new process using a homegrown ticketing system that doesn't integrate with the payroll system overtime approval.

"The process works like this: One of my level-2 support engineers submits an overtime request, which is sent to me (as supervisor for the group) for approval. I approve or deny the overtime. If it's approved, the support engineer and I (as the supervisor who approved it) are both notified of the approval. Then the support engineer updates the payroll system to receive the overtime pay.

To read this article in full or to leave a comment, please click here