These employees, or at least one style of these employees, are super-frustrating to work with as well.
Like, I have no problem with someone who is in the ticket flow, is conscientious about their work, tries to understand the business purpose, anticipates and asks some unanswered questions, and takes care to truly finish the work. Then, you know, sure, work your eight (or six), take your breaks, and leave it out of your brain all other times.
But the other style is all-too-common: Do only what's listed in the ticket, and the laziest possible interpretation at that. If something is undefined, well, that's their problem, if they realize it, they can schedule another ticket. Don't ask questions, don't collaborate, don't do anything extra and then if pressed, say phrases like, "Well they didn't say.." or "well, they didn't ask..." Take no ownership.
I completely disagree. The more you hand hold the users, the less they'll try. You have to half-ass and close some tickets and make them reopen. If they don't get any pushback or frustration from not following protocol, they'll continue to do it. Any decent manager should understand and have your back on those kind of requests.
Like, I have no problem with someone who is in the ticket flow, is conscientious about their work, tries to understand the business purpose, anticipates and asks some unanswered questions, and takes care to truly finish the work. Then, you know, sure, work your eight (or six), take your breaks, and leave it out of your brain all other times.
But the other style is all-too-common: Do only what's listed in the ticket, and the laziest possible interpretation at that. If something is undefined, well, that's their problem, if they realize it, they can schedule another ticket. Don't ask questions, don't collaborate, don't do anything extra and then if pressed, say phrases like, "Well they didn't say.." or "well, they didn't ask..." Take no ownership.
Those people suck.