Tech-heroes have a lot of special abilities.
We can fix (most) everything with a power cable, understand other languages, and keep business running as usual under impossible circumstances. (Well, most of the time.)
One skill that we do not have is the ability to read minds. While we’re resurrecting dead computers, rescuing coworkers from locked out accounts, and protecting our organizations from mal-intenders, we rely on the “bat signals” of our users to know where and when we’re needed.
In my world, the “bat signal” comes in the form of a work ticket.
Often I encounter a flustered tech-user who insists that they put in a ticket, a phone call, or “something” to let me know of their needs (they usually can’t remember which.) I generally have no record of such requests, as I would have communicated with the user to develop a game plan if I did. I ask questions. The user gets more frustrated. Suddenly we’re in a stand-off because I can’t get to the root of the issue without details about the problem.
Sometimes I do find their request. Those tickets generally have several responses (from me) asking for more details. Again, without information, I have no idea how to help.
You see – I’m about the worst mind reader available. If you told me that the computer is broken, I’d picture it smashed in a million pieces. If you say that you “forgot your password”, I’d imagine that you left it on the counter at home. I need more than generic statements and assumptions that I know what is going on… because there’s a really good chance that I don’t. (Especially if I’m stopped on my way to help someone else.)
Remember that superheroes are humans too… except for Superman.