No kidding.
Had a trouble report a couple of days ago -- no dial tone. On a ISDN telephone, part of an ACD (whatever that is!) group. They have a set on the desk, and it is dead as a doornail. Look at the jack it is plugged into, go to the backboard to check the cross-connect. There is none. Go back and ask the client where the phone came from. A box of phones that they swiped from the other side of the office (which, by the by, caused my NIU rack to light up like a Christmas tree -- two dozen red lights marked "terminal error." That happen when the set gets stolen.)
I explained that this should be a service order, a move of an existing phone. It is not a trouble report as there is no line assigned to this desk. I further explained that the ACD group that this particular set came from is not their ACD group and will not work *with* the rest of the telephones in their group. I further explained that what they want to do if find an unused phone in their group and place a service order to move that phone to this desk.
Today I got another trouble ticket -- no dial tone. Same desk.
Explained to the girl at the desk that is in trouble. Maybe she can get her supervisor to understand that I cannot pull dial tone out of thin air to fix their trouble; that I need a service order to either move an existing dial tone or have a new line built.
I cannot fix it if it is not broke.
I cannot fix it if it does not exist.