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Submission + - Dealing with End User Emergencies in IT 1

JShadow21 writes: Lately our small IT department has been getting swamped with users having "emergency" problems, or poor project planning forcing us to drop everything and work on that particular issue. This is causing us to actually be slower and more inefficient. We have an established ticket system that isn't being used as much as it should. How do you get the people you support to understand expectations of service, and get management to support you?

Anything cut to length will be too short.

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