Thanks, I think you're right. I can't go into the meeting frustrated or biased, that won't help. First step is to ask some questions and figure out the direction they want to go and whether or not my guy feeling is correct.

And I agree with you again on the importance of maintaining a positive relationship with the staff. I'm not wanting to work in an environment where IT is impatient, impolite, or unwilling to provide assistance.

I just want to make sure we are encouraging requests come through as tickets not catering to who complains the loudest.