[0xbadcafebee]

'Ticket walls' can be used as efficient pipelines for work. The problem is the teams who are asking for tickets aren't managing them correctly or don't have a good working agreement with the users. This is unfortunately very common with internal service providers.

But it can be changed. The users have to have a conversation with the service provider about what's wrong with the process, how it's affecting the users (& the business), and how they'd like it to change. If the service provider stonewalls them, they can go up the management chain. Often upper management has no idea what's going on and will get something done if they hear enough people complain.