Working with someone who doesn't know you're going to replace him sucks ass. (Why tickets and time-entries are important).

I work for an MSP, I onboarded a new co-managed client in the spring, do the usual, implement our stack, add client to our tools, give access to the client's sysadmin, onboard him into our ticket management system, show him how it works, how to escalate, set his queue to auto-forward for when he's sick or on vacation, etc.

Our normal co-managed setup basically, where we take care of infrastructure, backups, monitoring and supporting the on-site team which does the day to day.

I've been giving the guy weekly reminders of the importance of logging tickets. But he logs maybe 10 hours a week...

It's now biting him in the ass as his boss is now waiting for our go ahead to let him go. I've been stalling for a while as their new server was only delivered last week (Ordered in March....). I'm probably not going to be able to stall more than another 2-3 months....

Now I have to spend a day every week with the guy, documenting internal process and procedures for our helpdesk so that "he's not on call 24/7 anymore".

Even worse, he's a great guy but of course I can't really tip him off.