[jef_leppard]

Yuck! There are reasons processes like that exist as annoying as they are. At a certain scale orgs have to make a queue or else nothing gets done. I work at a scale up and have seen the phenomenon with my own eyes. Easy enough when there are 10 employees. A lot harder when you 10x that number.

The situation you describe does sound pretty extreme though. Maybe your org is large enough to warrant it who knows. I don't think I could work someplace that had that much red tape.

[rightbyte]

Strange how like, dunno, drop in tire shops, works without ticket systems.

I think there can easily be two queues. The formal ticket queue and the "lets just do it to save admin"-queue.

Like, big tasks can't block small fast tasks due to congestion.

[jef_leppard]

As I said, this particular anecdote does seem extreme. I am just making the point that at a certain scale it gets harder to do out of band tasks if you don't scale up the staffing to match it.

[closeparen]

Walk-up service desks are absolutely normal in Big Tech.