Anne B. Walsh - Do you believe in magic?
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Anne's Randomness

Wanted: one mouse

Anyone who follows my Facebook page (or should I say, who's been able to follow my Facebook page lately, with all the uproar about down-time over the last few days) will know about the fun I had on Monday with the request system at Glass Bathroom Bank, trying to fulfill what seemed like a simple order. Namely, a new mouse.

To recap, for anyone who hasn't seen the story: I used the form within the request system labeled "Mouse" to request a new mouse for an employee I support. As this employee works from home, I toggled the dropdown for "Works from home?" to "Yes", and was pleasantly surprised when this brought up a slot in which I could type her home address for delivery. I finished filling the form out, submitted it, and thought that was that.

Goodness, was I ever wrong. Not half an hour later, that form was rejected. In the notes section, it read: "This should have been submitted as a help desk ticket." Really, now? I thought help desk tickets were for getting things repaired, and hardware request forms were for, y'know, requesting hardware. In fact, I'm now quite baffled as to the reason the hardware request forms exist, if we're supposed to order hardware through help desk tickets.

From experience with Glass Bathroom Bank's Helpless Desk (they are very good at resetting passwords, but that's about it), I advised the employee who needed a new mouse that we were going to -- there's no other word for it -- cheat. She should go out and get herself a new mouse at her local office supply store, and let me know how much it cost. I would then input an expense report, claiming that she had bought a book, which is fully reimbursable so long as one's manager approves. She would thus have her new mouse, it would be paid for by the company, and she wouldn't have to jump through paperwork hoops or wait ten days for it to ship out to her from a central location. So I spoke, so I intended, and so, as of yesterday, it was done.

I know this may seem like a very small thing to get upset about, but its very smallness is the reason I'm upset. I should not have to play stupid bureaucratic games, lie and cheat and duck around company policy, just in order to get one of my people a new mouse. That is not the way it should work. But, sadly, that is the way it does work, at least for now.

Thanks for listening, O readers. More on Fiction Friday, or so I hope. We'll have to wait and see what the germs who have moved into my upper respiratory system have to say about that...

4 Comments to Wanted: one mouse:

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Scott on Wednesday, September 30, 2015 1:08 PM
Oyyy... *hug*
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NotACat on Wednesday, September 30, 2015 2:42 PM
I would have liked to see how it turned out if you followed their instructions and used a help desk ticket to request the mouse: bonus points if it came back saying "this should have been raised on a hardware request form" ;-)
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Geoffrey on Wednesday, September 30, 2015 11:05 PM
It sounds like GBB is obsessive about process. Sadly, what you describe is par for the course. It is... typical. Overly regulated bureaucracy with a management philosophy that believes that as long as everything is done the "right" way (i.e., their way), everything will work. But you seem to be handling them well!

Meanwhile, I want a new mouse & keyboard at work -- I'm very tempted to just buy what I want, see if they'll reimburse me, and if not, I'll take it with me when I leave.

Oh! The reason they won't accept a Hardware Request Form for a mouse is probably because the mouse should have come with the computer -- the "only" reason to order one independently is if it broke. Which means it's a repair/replacement issue, hence, help desk ticket.

The other failure in the system, of course, is that there was no explanation as to why it should have been a help desk ticket. I mean, user training, right?

So what book title will you put on the expense report? "Of Mice and Men"? Or "If you Give a Mouse a Cookie"?
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Anne on Thursday, October 01, 2015 7:33 PM
User training? You're kidding, right? They didn't even tell us this system was coming. We just got in one morning and surprise! The system we'd been using for ten years to request hardware and software was disabled, this new system was in place, and we were told that we were getting a chance to practice "learning by doing". Go! *grrrr*

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