Duplicate asks across chat and portal
The same capacity request filed twice invents demand that never existed.
Requestors escalate in chat when a portal form feels slow. Fulfilers then open a second ticket ‘to track it’. Volume charts celebrate growth that is really friction.
Before expanding headcount, sample a week of requests and mark duplicates by requestor, resource type, and time window. Ask whether chat is an official channel or an overflow that should merge into the portal record.
Fulfilment Pathway Mapping exists to catch those loops before the roadmap absorbs the wrong story.