If you work in an operations center that receives or routes requests, your life is probably dominated by case numbers. You see them all day, and they likely represent the most granular version of a work task for you. They are invaluable to your job and allow you to quickly look up required information. Unfortunately, when you contact me (a systems administrator), only giving me a case number is almost worthless, especially when I may be away from my workstation. That made sound hyperbolic, but it's true. Whereas that number represents a completed task to you (transferred to a queue), it doesn't help me do any part of my job or tell me if I can even help the person who put in the case. It's just a random number. It never ceases to amuse and annoy me when someone from our operations center calls me (especially off hours), tells me they've routed a case to my queue, only gives me the number, then seems prepared to hang up, thinking they've done their job. Here ar