Actual conversation I had today at work (on Slack, paraphrased and condensed to remove company information and for clarity):

Them: (User) has an ongoing issue that needs to be resolved and hasn’t been fixed by your team.

Me: Ok, what’s the ticket number? I looked through the queue and didn’t see anything from that person.

Them: They haven’t put in a ticket for the issue.

Me: No worries, did they let anyone know to it was a problem so we could enter a ticket and work on it?

Them: No, they mentioned it to me [their manager] and said no one had fixed it yet.

Me: So there was no ticket and they didn’t let anyone know about the problem?

Them: No, but it still needs to be fixed as it’s been broken for a while and it’s causing them to miss meetings. Isn’t your team monitoring things?

Me: We have monitoring in place for all infrastructure, but we have no way of knowing about anything being non-functional if it’s never reported. We do not monitor every single bit of functionality of every application on every single computer out there. That’s just not possible.

Readers, the “broken” thing was that the user had turned notifications off for Outlook and forgot or didn’t know how to turn them back on. And then never reported it or even Googled the issue. Ain’t no monitoring in the got-damn universe would ever catch that.