...also:
I'm in IT as well, soon as I read "Tickets" I rolled my eyes into the back of my head.
I used to have to fill my quota, and being dope sick at work was nooooo joke.
Imagen having 3 hours left in your day and you have 3 tickets requiring an OS reinstall and 4 tickets left for LCD replacements ALL WHILE DOPE SICK. Ugggghhhh!!!