Paperwork is a tool, not a process. Maybe the right process does involve paperwork, maybe it doesn't. Further, even if the right process involves paperwork, it doesn't mean that adding more paperwork has improved the process.
And it's important to note that our opinions on what is slow are often biased by our time with poor process where things seemed to be getting done quickly because they weren't being done properly. You can cook chicken in a fraction of the time if you don't check whether or not it's reached temperature; a process that prevents salmonella is slower, but it's not slow.
Your example is a case of shifting from bad paperwork to better paperwork. Tickets were being filled out, but not with the required information and the wrong people were labelling things poorly. The newer process involves information that should most definitely be recorded on a good ticket. People might complain about having to go through the process, but is there any actual evidence that it has introduced excessive delay to legitimate high priority tickets? My guess would be that actual high priority tickets are the ones you most want a detailed explanation of what's going on, and the ones that should be immediately reviewed by a senior person to verify accuracy.
And it's important to note that our opinions on what is slow are often biased by our time with poor process where things seemed to be getting done quickly because they weren't being done properly. You can cook chicken in a fraction of the time if you don't check whether or not it's reached temperature; a process that prevents salmonella is slower, but it's not slow.
Your example is a case of shifting from bad paperwork to better paperwork. Tickets were being filled out, but not with the required information and the wrong people were labelling things poorly. The newer process involves information that should most definitely be recorded on a good ticket. People might complain about having to go through the process, but is there any actual evidence that it has introduced excessive delay to legitimate high priority tickets? My guess would be that actual high priority tickets are the ones you most want a detailed explanation of what's going on, and the ones that should be immediately reviewed by a senior person to verify accuracy.