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How to handle requests at work that are not my department's responsibility without antagonizing users? [on hold]
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In my workplace, there are two IT departments, and each handles a different thing. This is not always obvious to the non-IT staff and as a result they often send stuff to my department that should be handled by the other one.
Sometimes I know how to fix issues that are incorrectly sent to my department but I'm not sure if I should be servicing such requests or forwarding them on to the other IT department.
Recently there was a situation where a user started arguing with me and insulting me when I told him that we didn't deal with his issue, and that he'd need to contact the other IT department.
Is it appropriate for me to service requests that are within my capability but not my department's remit? Even if I haven't be directed to do so?
If not what would be the best way to handle such requests so as to avoid antagonizing users like the one I mention above?
helping
edited 5 mins ago
motosubatsu
32.7k1583132
asked 3 hours ago
JRG
61
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JRG is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
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put on hold as off-topic by Philip Kendall, gnat, Jane S♦ 3 hours ago
This question appears to be off-topic. The users who voted to close gave this specific reason:
- "Questions seeking advice on company-specific regulations, agreements, or policies should be directed to your manager or HR department. Questions that address only a specific company or position are of limited use to future visitors. Questions seeking legal advice should be directed to legal professionals. For more information, click here." – Philip Kendall, Jane S
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In my workplace, there are two IT departments, and each handles a different thing. This is not always obvious to the non-IT staff and as a result they often send stuff to my department that should be handled by the other one.
Sometimes I know how to fix issues that are incorrectly sent to my department but I'm not sure if I should be servicing such requests or forwarding them on to the other IT department.
Recently there was a situation where a user started arguing with me and insulting me when I told him that we didn't deal with his issue, and that he'd need to contact the other IT department.
Is it appropriate for me to service requests that are within my capability but not my department's remit? Even if I haven't be directed to do so?
If not what would be the best way to handle such requests so as to avoid antagonizing users like the one I mention above?
helping
edited 5 mins ago
motosubatsu
32.7k1583132
asked 3 hours ago
JRG
61
New contributor
JRG is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
put on hold as off-topic by Philip Kendall, gnat, Jane S♦ 3 hours ago
This question appears to be off-topic. The users who voted to close gave this specific reason:
- "Questions seeking advice on company-specific regulations, agreements, or policies should be directed to your manager or HR department. Questions that address only a specific company or position are of limited use to future visitors. Questions seeking legal advice should be directed to legal professionals. For more information, click here." – Philip Kendall, Jane S
2
Ask your manager. It doesn't matter what we think or what other companies do, all that matters is what you are expected to do.
– Philip Kendall
3 hours ago
Hi @JRG and Welcome to Workplace SE! As originally written your question wasn't something we could answer here I'm afraid so I've done an edit to try and "fix" that - hopefully I haven't strayed too far from your intent but if I have feel free to rollback my edit and do one of you own.
– motosubatsu
4 mins ago
add a comment |Â
up vote
-1
down vote
favorite
up vote
-1
down vote
favorite
In my workplace, there are two IT departments, and each handles a different thing. This is not always obvious to the non-IT staff and as a result they often send stuff to my department that should be handled by the other one.
Sometimes I know how to fix issues that are incorrectly sent to my department but I'm not sure if I should be servicing such requests or forwarding them on to the other IT department.
Recently there was a situation where a user started arguing with me and insulting me when I told him that we didn't deal with his issue, and that he'd need to contact the other IT department.
Is it appropriate for me to service requests that are within my capability but not my department's remit? Even if I haven't be directed to do so?
If not what would be the best way to handle such requests so as to avoid antagonizing users like the one I mention above?
helping
edited 5 mins ago
motosubatsu
32.7k1583132
asked 3 hours ago
JRG
61
New contributor
JRG is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
In my workplace, there are two IT departments, and each handles a different thing. This is not always obvious to the non-IT staff and as a result they often send stuff to my department that should be handled by the other one.
Sometimes I know how to fix issues that are incorrectly sent to my department but I'm not sure if I should be servicing such requests or forwarding them on to the other IT department.
Recently there was a situation where a user started arguing with me and insulting me when I told him that we didn't deal with his issue, and that he'd need to contact the other IT department.
Is it appropriate for me to service requests that are within my capability but not my department's remit? Even if I haven't be directed to do so?
If not what would be the best way to handle such requests so as to avoid antagonizing users like the one I mention above?
helping
helping
edited 5 mins ago
motosubatsu
32.7k1583132
asked 3 hours ago
JRG
61
New contributor
JRG is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
edited 5 mins ago
motosubatsu
32.7k1583132
asked 3 hours ago
JRG
61
New contributor
JRG is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
edited 5 mins ago
motosubatsu
32.7k1583132
edited 5 mins ago
motosubatsu
32.7k1583132
edited 5 mins ago
motosubatsu
32.7k1583132
32.7k1583132
asked 3 hours ago
JRG
61
New contributor
JRG is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
asked 3 hours ago
JRG
61
asked 3 hours ago
JRG
61
61
New contributor
JRG is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
New contributor
JRG is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
JRG is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
put on hold as off-topic by Philip Kendall, gnat, Jane S♦ 3 hours ago
This question appears to be off-topic. The users who voted to close gave this specific reason:
- "Questions seeking advice on company-specific regulations, agreements, or policies should be directed to your manager or HR department. Questions that address only a specific company or position are of limited use to future visitors. Questions seeking legal advice should be directed to legal professionals. For more information, click here." – Philip Kendall, Jane S
put on hold as off-topic by Philip Kendall, gnat, Jane S♦ 3 hours ago
This question appears to be off-topic. The users who voted to close gave this specific reason:
- "Questions seeking advice on company-specific regulations, agreements, or policies should be directed to your manager or HR department. Questions that address only a specific company or position are of limited use to future visitors. Questions seeking legal advice should be directed to legal professionals. For more information, click here." – Philip Kendall, Jane S
2
Ask your manager. It doesn't matter what we think or what other companies do, all that matters is what you are expected to do.
– Philip Kendall
3 hours ago
Hi @JRG and Welcome to Workplace SE! As originally written your question wasn't something we could answer here I'm afraid so I've done an edit to try and "fix" that - hopefully I haven't strayed too far from your intent but if I have feel free to rollback my edit and do one of you own.
– motosubatsu
4 mins ago
add a comment |Â
2
Ask your manager. It doesn't matter what we think or what other companies do, all that matters is what you are expected to do.
– Philip Kendall
3 hours ago
Hi @JRG and Welcome to Workplace SE! As originally written your question wasn't something we could answer here I'm afraid so I've done an edit to try and "fix" that - hopefully I haven't strayed too far from your intent but if I have feel free to rollback my edit and do one of you own.
– motosubatsu
4 mins ago
2
2
Ask your manager. It doesn't matter what we think or what other companies do, all that matters is what you are expected to do.
– Philip Kendall
3 hours ago
Ask your manager. It doesn't matter what we think or what other companies do, all that matters is what you are expected to do.
– Philip Kendall
3 hours ago
Hi @JRG and Welcome to Workplace SE! As originally written your question wasn't something we could answer here I'm afraid so I've done an edit to try and "fix" that - hopefully I haven't strayed too far from your intent but if I have feel free to rollback my edit and do one of you own.
– motosubatsu
4 mins ago
Hi @JRG and Welcome to Workplace SE! As originally written your question wasn't something we could answer here I'm afraid so I've done an edit to try and "fix" that - hopefully I haven't strayed too far from your intent but if I have feel free to rollback my edit and do one of you own.
– motosubatsu
4 mins ago
add a comment |Â
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2
Ask your manager. It doesn't matter what we think or what other companies do, all that matters is what you are expected to do.
– Philip Kendall
3 hours ago
Hi @JRG and Welcome to Workplace SE! As originally written your question wasn't something we could answer here I'm afraid so I've done an edit to try and "fix" that - hopefully I haven't strayed too far from your intent but if I have feel free to rollback my edit and do one of you own.
– motosubatsu
4 mins ago