[hirako2000]

I would like to add another interesting pattern that get exercised when a ticket is work, and forwarding will make it bounce back. You forward only to your IT support team one by one. And each member attempts to waste as much of the requester's time as possible. Each time waster is creative, but usually it consists of minimal efforts in asking question taking maximal effort to answer. Good chance the requester will give up on that ticket before the full team went at it, and would gladly agree to get that closed as remediated. Better live with a problem than a bigger one.