At the Service Desk, there was a problem. Agent’s weren’t confirming the caller’s physical phone location or phone number before assign the ticket to the next group.

It caused delays. Tickets couldn’t be resolved because the caller’s couldn’t be contacted. Ticket resolution was delayed, because it was assigned to the wrong group.

How can it be communicated the importance of documentation?

How can we draw upon a similiar experience?

Pizza delivery! and a comic book.