Printing generates more out-of-scope tickets than any other category. The fastest thing you can do on a printing call is establish which device you are dealing with, before troubleshooting anything.
Identify the device first
- University-managed printer
- Supported. Queue problems, driver installation, and print release are all first-contact work.
- Konica multifunction device
- Out of scope. Serviced by the contracted vendor. Redirect and log the ticket — do not troubleshoot.
- Departmental printer bought locally
- Usually out of scope. Confirm ownership before committing to anything.
- Personal printer at home
- Out of scope. Point the user to the manufacturer. Be warm about it — the answer is still no.
Saying “no” well
Out of scope does not mean unhelpful. The strongest version of this call is short, certain, and leaves the person knowing exactly who to contact next. Vagueness is what makes people angry — not the redirect itself.
- Say clearly that the device is serviced by another team.
- Give them the specific next contact, not a general direction.
- Log the ticket anyway, so the pattern is visible.
- Do not apologise repeatedly — it reads as uncertainty and invites negotiation.