Help desk tickets are like bingo — you're always hoping your number will come up, but don't count on it.
 
That had to be my favourite line in this clip, which appears to be designed to help explore scheduling and management workloads for busy IT departments. Although obviously scripted, the dialogue between the professor and the students was surprisingly genuine, and the questions at the end are certainly worthy of discussion. Not a bad free teaching and training tool.
 

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