Once had a user manually change their ticket to Priority 1, which we used to indicate dozens of people/everyone down, because their M key only worked half the time they pressed it.
this post was submitted on 25 Sep 2023
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Yeah, I'll happily rephrase!
"Should 1 fella claim barely half of a keyboard problem is equal to 2000 people without accepted passwords?" Let's see!
I feel great about that above phrase, because I made it by myself without a policy created email delivered to 3 levels of bosses.
The user disagreed with thr above vibe, so they solo had several layers of bosses awake, Saturday at 8, for a 1 user keyboard issue.
Little off, but same vibe, eh?
I would be so frustrated if someone somehow manually entered a P1 for a keyboard and it wasn't changed immediately. Like your case, it would get escalated. Yes, a functioning keyboard is important to that user, but the priority level and urgency are tied to the organization. Nothing like the call or email saying a huge chunk of your org or end users are effectively down, only to find out Chad couldn't type an email.
Hopefully that person was talked to and somehow disciplined. Your other comments sound like they really should have known better.