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jre posted:
https://news.ycombinator.com/item?id=5669315 https://news.ycombinator.com/item?id=5685406 Didn't exactly inspire much confidence in them.
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Jun 19, 2014 21:49
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pr0digal posted:Also seriously people, don't hit reply all to an all staff e-mail. Please. QFT. I was literally in the middle of hitting send on a company-wide email with the subject beginning "Please don't respond - " when I read this. Nintendo Kid posted:Probably industry lobbying, same as why the IRS in the US doesn't get to just put out a free full featured tax preparing site for the average filer. That's definitely why the US tax code hasn't gotten any simpler, and why the IRS doesn't just tell you how much you owe based on the plethora of financial information that's sent to them as a matter of course.
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Jun 19, 2014 22:08
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So now I know that it involves healthcare (from halfway through the writeup) and forms. What is a WIP, and why does Stephen Fry care. I assume QI refers to him.
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Jun 19, 2014 23:06
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KennyTheFish posted:So now I know that it involves healthcare (from halfway through the writeup) and forms. What is a WIP, and why does Stephen Fry care. I assume QI refers to him. Going from a page or two back, QI = Quality Improvement. I'm assuming WIP = Work in Progress.
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Jun 19, 2014 23:23
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^^^^ Goddamn  KennyTheFish posted:So now I know that it involves healthcare (from halfway through the writeup) and forms. What is a WIP, and why does Stephen Fry care. I assume QI refers to him. I'm assuming it was a case of unintentional oversharing of stuff that shouldn't be shared but I'm still not not really clear on the details.
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Jun 19, 2014 23:32
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go3 posted:My support of programs ends when the program starts successfully. Don't know how to make formulas in Excel? Welp, guess you shouldn't have listed 'Excel proficiency' on your resume! I try to stick to this as much as is possible, but when it's an admin requesting the assistance I do in fact cave... Always. 
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Jun 20, 2014 05:17
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Oh hey people are complaining about Quickbooks? Time for me to once again link the company I work for, Xero Entirely online, with an open API that means we have about 300+ add-on partners that increase the functionality even further, support is email based so you can do something else more important with your life than sit on a phone queue (and we'll call you back if it's easier to respond that way). We have US, UK, Aussie and NZ editions, but we had always set out with Global in mind, so we still have plenty of customers outside of our core markets who manage to make Xero work for them (including many Canadians). It's worth giving it a spin to try out (or maybe waiting until after this weekend, I think we're about to release a much simpler signup/setup process)
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Jun 20, 2014 12:22
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go3 posted:My support of programs ends when the program starts successfully. Don't know how to make formulas in Excel? Welp, guess you shouldn't have listed 'Excel proficiency' on your resume! We best effort everything outside of scope because then people love us for going the extra mile and it breeds a good working relationship. Although we don't really do the work for people usually. Moreso that we guide them with a link of instructions or use it is a time where we can give a tutorial in doing something with them taking notes. Our office is constantly filled with baked goods and our users generally love us and it makes our jobs waaaaay easier than just saying no gently caress that to an out of scope request. We are outside consultants though so maybe it is different.
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Jun 20, 2014 12:41
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NZAmoeba posted:Oh hey people are complaining about Quickbooks? Time for me to once again link the company I work for, Xero Can Xero substitute a whole ERP environment? I'm using Infinite Visions, which is largely OK except for the financial piece, which is absolute rear end. It's costing us time and money and I need to ditch it asap. I would rather do ledgers on paper than use this awful software.
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Jun 20, 2014 13:21
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As much as I hate printers, I'll always go way out of scope to troubleshoot one and get it back in working order. Our company stance is that we support a computer's ability to send / receive jobs from a printer, but the printer itself isn't a supported device. So far this has included at least 3 printers being totally torn apart to diagnose faulty hardware or getting deep paper jams out. One client is getting crazy paranoid with our ability to access their information and is complaining that we need to limit our scope of desktop support. Immediately after, a ticket came in saying a printer is wrinkling paper and isn't printing color at all. It felt good to say "Communication to printer is up. I'll collect warranty information and forward the case on to Brother support. If it's out of warranty, you'll need a new printer."
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Jun 20, 2014 13:24
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We have a few users that, after opening Quickbooks, cannot log in for about two minutes. The reason is that if they log in immediately, Quickbooks will gently caress up in major ways. Weve talked to intuit. They said "yeah we know, no idea what's up, just keep waiting to log in" and we've heard nothing more than that. This has even going on for months.
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Jun 20, 2014 13:29
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Roargasm posted:Can Xero substitute a whole ERP environment? I'm using Infinite Visions, which is largely OK except for the financial piece, which is absolute rear end. It's costing us time and money and I need to ditch it asap. I would rather do ledgers on paper than use this awful software. I don't think so, but our API is free, so if any ERP developer was so inclined they could create an integration into Xero.
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Jun 20, 2014 13:37
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death .cab for qt posted:We have a few users that, after opening Quickbooks, cannot log in for about two minutes. The reason is that if they log in immediately, Quickbooks will gently caress up in major ways. I've had this problem a lot. Also where the whole interface goes black and you can't see poo poo. A computer restart fixes that one.
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Jun 20, 2014 14:42
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NZAmoeba posted:support is email based so you can do something else more important with your life than sit on a phone queue (and we'll call you back if it's easier to respond that way). This is not a good thing. Why in the world do you think it's a good thing? Unless you also have phone support, email support is far worse than sitting in a phone queue. At least once you get someone on the phone, you know they will begin to work on your problem. With email support, you have no idea if they just skipped your issue to work on something else or go to lunch or whatever. If the service is down, it also looks better to users if someone is waiting on the phone than if someone is playing solitaire with their feet up saying "welp, I emailed them. Should hear back in a few days." loving VMware went to email only unless it's an environment down issue. I bet the rate of environment down issues increased ten fold when that happened, because people would rather wait on the phone than wait much longer for an email back. Maybe that has jaded me. So, do you also have a phone support line?
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Jun 20, 2014 15:13
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A friend works helpdesk here at my company and told me to take a look at this ticket that just came in Sent in from an application specialist. Come on really.
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Jun 20, 2014 16:03
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Erwin posted:This is not a good thing. Why in the world do you think it's a good thing? Unless you also have phone support, email support is far worse than sitting in a phone queue. At least once you get someone on the phone, you know they will begin to work on your problem. With email support, you have no idea if they just skipped your issue to work on something else or go to lunch or whatever. If the service is down, it also looks better to users if someone is waiting on the phone than if someone is playing solitaire with their feet up saying "welp, I emailed them. Should hear back in a few days." For these reasons I'm a huge fan of chat support. I know I've got somebody paying attention to my issue but I'm free to answer phone calls or talk with co-workers so I'm not totally tied up. I'm an even bigger fan when chat support recognizes a complex issue and schedules a phone call to dive deeper.
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Jun 20, 2014 16:19
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John Kruk posted:We best effort everything outside of scope because then people love us for going the extra mile and it breeds a good working relationship. Although we don't really do the work for people usually. Moreso that we guide them with a link of instructions or use it is a time where we can give a tutorial in doing something with them taking notes. Our office is constantly filled with baked goods and our users generally love us and it makes our jobs waaaaay easier than just saying no gently caress that to an out of scope request. We are outside consultants though so maybe it is different. Hey if yall want to be paid for training people to do things they already said they can do thats great but my guys have better things to do with their time and babysit some lemons. My clients are odd and would rather know that the people they hired can't do their job.
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Jun 20, 2014 16:56
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go3 posted:Hey if yall want to be paid for training people to do things they already said they can do thats great but my guys have better things to do with their time and babysit some lemons Especially when they get all the credit and raises and you're just pictured as "The lazy guy always on a computer"
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Jun 20, 2014 16:57
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Dick Trauma posted:If you hate Quickbooks (and you should) you probably haven't had to support a 1980s version of Peachtree. What amazes me are the people using ancient software who have somehow never really figured out how to use that software properly. Every January like clockwork we get to go over to a small business we do support for and do the end-of-year roll-over for their weird custom POS/Billing software that I think has been running on the same Win3.11 box for the last 20+ years. Doing the roll-over always involves closing all the periods for the year because they never learned how to do that. They apparently print everything out anyways and don't really know how to search records within the system, so the whole thing is basically a glorified typewriter.
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Jun 20, 2014 17:24
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mattfl posted:A friend works helpdesk here at my company and told me to take a look at this ticket that just came in WD-40 ain't even a proper lube maaaaan. Just go spray a giant puddle of it right in the seat while he's at lunch.
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Jun 20, 2014 18:08
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I just spent the last week trying to figure out why all the instructions, including those from my Exchange team, weren't working when trying to delete a cached recently used address while in OWA. Pro-tip MBP delete key != delete key. Ugh. I clearly only deserve entry level wages.
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Jun 20, 2014 19:13
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AlternateAccount posted:WD-40 ain't even a proper lube maaaaan. Just go spray a giant puddle of it right in the seat while he's at lunch. "Cans are on backorder, bare WD-40 left on chair. Ticket closed."
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Jun 20, 2014 19:16
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mattfl posted:A friend works helpdesk here at my company and told me to take a look at this ticket that just came in  "?
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Jun 20, 2014 19:33
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Zemyla posted:Is it wrong that I looked at it and went, "At least the priority and urgency are correct I noticed that too.
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Jun 20, 2014 19:44
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Japanese Dating Sim posted:I noticed that too. "Closed. Wasn't that urgent so I couldn't be bothered to do it"
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Jun 20, 2014 19:48
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Went out to a site to make sure a guy's laptop got migrated to Windows 7 overnight okay, and found out that site has been having weird intermittent networking issues. They're using Cisco IP phones, but the phones aren't acting up. Sometimes intranet sites will crap out, but a reboot usually fixes it. Mostly when it happens to them, they're super busy and can't call the helpdesk, but I was there so I took a look. It turns out that the secondary DNS server belonged to Qwest, and I checked and all the machines were like that, so someone hosed up with the DHCP server. Sent an e-mail off to networking, told the users that it was a pretty quick fix and should be done today. Then one of the network engineers calls and tells me that the issue is that the Qwest modem is plugged into the intranet switch, and to unplug it. I said that the DHCP leases are definitely coming from the intranet, so whoever configured the DNS information on the DHCP server hosed up, and he tried to explain to me how they were each fighting over pushing out a DHCP lease using simple language. And, yes, there is an ADSL modem at this location in the server rack, but it's for the desktops that we provide for the customers. It wasn't on the intranet network anyway. And if they were really fighting over DHCP leases there would be way more issues than intermittent e-mail/intranet outages. Whatever. I got worried that it was going to take a lot more back and forth in order to get this fixed, but then one of the other network engineers asked me to flush the leases, and they must have fixed it because now all the DNS servers are showing up 
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Jun 20, 2014 20:55
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Week at the new jobs head office is done and I'm on my way home. Looks like a fun company to work for.
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Jun 21, 2014 00:19
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How many folks here use Service Desk? I started in a role a couple months ago that uses R12 and it's pretty much the worst piece of software I've ever used. (It's a great role and the organisation/people are amazing so it makes up for it)
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Jun 21, 2014 00:56
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Erwin posted:This is not a good thing. Why in the world do you think it's a good thing? Unless you also have phone support, email support is far worse than sitting in a phone queue. At least once you get someone on the phone, you know they will begin to work on your problem. With email support, you have no idea if they just skipped your issue to work on something else or go to lunch or whatever. If the service is down, it also looks better to users if someone is waiting on the phone than if someone is playing solitaire with their feet up saying "welp, I emailed them. Should hear back in a few days." Our customer support guys have their own SLAs to maintain, and they're a pretty professional group so the idea that they'd slack off on responding is a bit much, in fact they're praised regularly. Also when you're in a phone queue, the first person to answer isn't necessarily someone who can actually help you. They'll ask you what the issue is, you'll explain it, and then they'll pass you on to the department they think can help with that. How many of you have been stuck in transfer hell as you bounce from person to person trying to find someone who can actually do something? Especially annoying when you have to repeat yourself for each person each time. With an email, it's written down once, so the first person to respond to you is someone with an answer. I forget the numbers but our number of cases solved in one response is really really high. We have a blog post and cute animated video that explains it in more detail than I can: http://www.xero.com/blog/2013/10/skinny-support/ Also, it's an web-based platform, multi-tennanted etc, so if there was an actual outage, it would be affecting thousands, if not all customers, in which case we'd notice pretty drat quickly and scramble to restore service within minutes. We have very high uptime standards.
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Jun 21, 2014 01:00
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Xik posted:How many folks here use Service Desk? I started in a role a couple months ago that uses R12 and it's pretty much the worst piece of software I've ever used. I do, and I haven't noticed any problems with it. What don't you like about it?
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Jun 21, 2014 03:36
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Erwin posted:This is not a good thing. Why in the world do you think it's a good thing? Unless you also have phone support, email support is far worse than sitting in a phone queue. At least once you get someone on the phone, you know they will begin to work on your problem. With email support, you have no idea if they just skipped your issue to work on something else or go to lunch or whatever. If the service is down, it also looks better to users if someone is waiting on the phone than if someone is playing solitaire with their feet up saying "welp, I emailed them. Should hear back in a few days." The real solution is more staffing, and that's something they've been behind the ball on for years. It's a challenge because Support is not a very attractive form of long-term employment, and the skill/experience requirement and ramp-up is quite long. And the products are becoming more and more complicated and demanding of multiple disciplines/skillsets. As a general suggestion: When you e-mail an SR in, follow up with some logs. You can later call in to your case and get to the tech's phone, but it's usually better to try and do so after the tech has had a chance to triage and maybe even do a quick reassignment. If you have a TAM, see if they can give it a nudge. The TSEs all have manager information in their signatures, as well, and an escalation request is signaled on cases when you click the "Request management assistance" button in My VMware. This gets management attention fairly quickly. Obviously it's all best for when you really need it, because you'd be expected to reciprocate. Some other notes - cases filed on the Web are routed based on Entitlement (of your account), Product, Severity, Region, and Category. Make sure the product you select is correct, and do your best to choose the right the category. Categorizing your case as Fault/Crash does not help anyone unless it's actually a host fault/crash (basically server outages - a multi-VM failure, VMM panics, host lockup/reboot/PSOD, etc). I cannot count how many times cases had come in as Fault/Crash when it's a complaint about a single VM having performance issues (and... not crashing). Or a networking issue, storage loss, single sign-on problems, etc. Really that's not anyone else's fault but VMware's; it needs to be revamped to something more aligned to a user's perspective. Customers, techs, and front-line managers alike have complained about this for years, but to date nothing has been changed. For instance, if the vCenter Server service was crashing, it's still a System Management issue, not Fault/Crash. Clear as mud? Honestly if you have disagreements with how things are run, just speak up about it. They need constructive feedback to make things happen. Kachunkachunk fucked around with this message at 03:53 on Jun 21, 2014 |
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Jun 21, 2014 03:48
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PurpleButterfly posted:I do, and I haven't noticed any problems with it. What don't you like about it? I started writing a list but after re-reading it I noticed that most of my complaints are stability/performance related and very few were actually the interface itself. Maybe my frustration is misplaced. Perhaps I should be blaming our provider instead of the software.
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Jun 21, 2014 04:26
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blackswordca posted:Week at the new jobs head office is done and I'm on my way home. Looks like a fun company to work for. I need to know how many calls/emails/live-animals-nailed-to-your-door there've been from The Old Job.
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Jun 21, 2014 04:34
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JohnnyCanuck posted:I need to know how many calls/emails/live-animals-nailed-to-your-door there've been from The Old Job. I'm more interested in how many zeros are on the check they offer you for outside consulting
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Jun 21, 2014 05:12
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blackswordca posted:Week at the new jobs head office is done and I'm on my way home. Looks like a fun company to work for. Have you entrapped anyone yet?
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Jun 21, 2014 12:44
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NZAmoeba posted:Oh hey people are complaining about Quickbooks? Time for me to once again link the company I work for, Xero It kind of seems like you handle Canadastuff, but it can't find my bank. Do I need to manually set stuff up?
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Jun 21, 2014 17:14
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Sent an image to a printing company to make us some business cards. Image looks great on my ipad as shown to the company owner, somehow looks like absolute poo poo on the printing company's computer, and instead of replying to the e-mail I sent with it attached to, you know, tell me it came through hosed, they just sit on it until he goes in to place the order for the cards.
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Jun 21, 2014 20:18
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gently caress you Microsoft store support gently caress you a million times. I buy Access standalone version to go with the H&B version on this one machine. Access won't install from the web store with some arcane error. Microsoft support dude blows up the full office installation trying to resolve it. Hangs up on me when he realizes his gently caress up. Followed by 4 hours on the phone with MS support who can't fix it and refuse to elevate. I'm hosed on Monday.
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Jun 21, 2014 22:29
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Can you restore to an earlier time/date?
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Jun 22, 2014 00:26
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fromoutofnowhere posted:Can you restore to an earlier time/date? No. Fresh deployment of a brand new machine. No restore points yet.
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Jun 22, 2014 00:29
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