Just wondering how my fellow IT Managers go about managing internal queue jumpers, or ensuring staff correctly use internal helpdesk systems? We're a company of about 80 staff and have a problem with walk ups / emails for IT assistance for both general IT break fix & on our unfortunately problematic internally developed software. We have an IT helpdesk (manage engine service desk) that is accessible via web and also can log jobs via a simple email, and whilst a good portion of the company does the right thing, there is still a not insignificant amount of people who walk up / call / email directly and expect help straight away. They're also the people who then get offended if we do tell them to go log the job correctly. It's starting to take a toll on my main helpdesk staff and myself as a result, but also creating a backlog in the helpdesk for those that are doing the right thing. Policies? Procedures? Share your tips and help, please!