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neogeo0823 posted:I'd like to say "A ticket came in...", but we don't have a ticketing system. Everything's done through Gmail, Google Hangouts, and a couple of programs that we use to view client info and comments from the various helpdesks and POS providers we regularly talk with. For a shop of 15 people, it works well enough. This is where a ticketing system would help.
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Dec 31, 2014 05:28
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That sounds like tons of fun, in the "will it be a burning wreck when I wake up?" sort of way. One of my favorite parts of my job is dealing with POS providers. In an ideal world, if we acquire a merchant who uses a point of sale already, we'd do the following (relatively) simple steps to make everything work:
Sometimes, the merchant is processing through the POS provider itself. Sometimes, the POS provider gets a bit pissed off when they learn through me that their soon-to-be-former client is moving away from them. Sometimes, the POS providers like to try to "retain" the client by telling me "Hey, sure, we'll make that change for you. Right after someone pays us the changeover fee. How much? Oh, you know, $1,300, the standard fee."  "Oh, wait, what's that? Oh, that's right, the merchant has 3 POS stations, don't they? So that'll be $1300 per station then."  For anyone who might be considering starting a business with a POS, don't use Micros. Their systems are ancient, finicky in most cases, and they just got bought by Oracle, which may or may not be a good company, but they cut off all ways of contacting our local Micros branch office, which used to be the only way to get poo poo done quick* with them, and replaced it with the shittiest ticketing system I've ever seen. You call in, and the system forces you to either create a ticket or enter a ticket number in to get the status on it. If you start a ticket, it disappears into a black hole from which it will never escape. The last time I was able to talk to a human there, they were willing, but unable to create a ticket because their system wouldn't let them. They assured me that they were sending an email to the right person about it, and I never heard from Micros again. *"quick" is used loosely here. It takes them weeks of us badgering them to get poo poo done. I have 3 clients who signed up with us back in September who still arent processing through us because of them dragging their feet and also being bought out. chocolateTHUNDER posted:This is where a ticketing system would help. Also, Tim is the Special Snowflake here, and is the only one who uses Outlook in the office. He also doesn't email anyone unless he deems it necessary or they tell him to send one or it won't get worked on. He also likes to take equipment from our store room to use on his personal installs, which is fine, except that I'm in charge of inventory and he never tells me what or when or for whom he's taking poo poo. I only find out when I do the monthly audit and see we're missing 3 more terminals. I'm also fairly sure he's the one whose been turning the toilet paper in the bathroom so it feeds underhanded, but I don't have any real proof of that, but still. Guy's got some serious "I do it my way" issues.
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Dec 31, 2014 05:42
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neogeo0823 posted:I'm also fairly sure he's the one whose been turning the toilet paper in the bathroom so it feeds underhanded, but I don't have any real proof of that, but still. That's hosed up.
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Dec 31, 2014 08:27
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neogeo0823 posted:That sounds like tons of fun, in the "will it be a burning wreck when I wake up?" sort of way. This sounds like one of those jobs that underpays hilariously poorly and includes a stipend of stockholm syndrome.
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Dec 31, 2014 09:58
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Jeoh posted:That's hosed up. Why does this possible people off so much?
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Dec 31, 2014 16:19
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jadeddrifter posted:Why does this possible people off so much? 
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Dec 31, 2014 17:31
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jadeddrifter posted:Why does this possible people off so much? The entire forum took up sides on this issue a couple of years ago. Lots of custom titles, avatars, banner ads, etc. It was fun.
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Dec 31, 2014 17:46
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anthonypants posted:It has become a popular thing on the internet to mock, ergo, Apparently this was one of the most frequent topics in letters to Ann Landers many years ago. It's been tearing families apart for decades.
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Dec 31, 2014 18:03
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A ticket came in from a user last night as I was sitting down to dinner.quote:The chair won't work I requested more information from the user, but she just repeated the same thing. I examined the chair, which appeared to be fine. I asked the user to sit in the chair, but she informed me that she had an important meeting and departed the immediate area. I could see that she just went somewhere else instead. Copied the user's manager on the ticket, and closed as unable to reproduce. Replaced the chair into its expected position. The user is 2 years old and adorable 
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Dec 31, 2014 18:50
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Volmarias posted:A ticket came in from a user last night as I was sitting down to dinner. The worst part about this is how average for this thread this seemed before the spoiler text.
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Dec 31, 2014 19:03
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captkirk posted:The worst part about this is how average for this thread this seemed before the spoiler text. I know, I was just struck by the absurdity of it when it happened and thought I'd write it down.
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Dec 31, 2014 19:23
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captkirk posted:The worst part about this is how average for this thread this seemed before the spoiler text. I seem to recall a game of "user or toddler" when telling stories a thread or two ago. The fact that some of them were legitimately difficult to guess really tells you am you need to know.
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Dec 31, 2014 19:56
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This one's from a customer:quote:Are there any [mycompany] policys or restrictions regarding wifi inside our cage space at the colo?
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Dec 31, 2014 22:42
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What the gently caress, why?
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Dec 31, 2014 22:47
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Rhymenoserous posted:What the gently caress, why? Cable management. 
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Dec 31, 2014 22:50
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RFC2324 posted:Cable management. That's... brilliant! 
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Dec 31, 2014 22:52
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So a ticket came in... Gonna vent because I wasted a whole goddamn day on this and my car broke down yesterday so I'm just not in the mood to put up with poo poo. I feel like I should preface that although I have been reading this thread for a while, I am not and never have been employed in IT for the company I work at. It's a large company and I work as a programmer for the billing part of our massive data warehouse infrastracture, and out team does most of the generating and sending of bills. A lot of FTP and simple C# or VB.net programs that shuffle data back and forth between databases. I assume somebody got the idea that since our team has "billing" in the name that any problem that happens that has to do with a bill should be routed to our department? So since this is my week on call for things like batch failures and the like, I also get any other helpdesk tickets assigned to us plopped into my email. We're given access to tealeaf (which I guess is a program designed to recreate a browsing session? Too bad it basically doesn't work because IBM) with no training, training docs, or other documentation anywhere on our internal document system. I'm given a couple of tidbits about the user and spend basically all day chasing it in circles accross 3 different systems to find out that the user was logging into a year old inactive account and not her new active account. This is not in my job description and we're supposedly trying to get these duties off our back, but why am I getting asked to troubleshoot a "user doesn't know how to login" problem with IT tools I'm not trained in and no knowledge of our web and nonbilling infrastructure? And icing on the cake when I put a note in the ticket about the resolution and send it back to helpdesk, they slingshot it back in less than 2 minutes telling me to route it to the right department and it's not their job 
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Dec 31, 2014 23:23
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Sounds like you should have done that in the first place.
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Dec 31, 2014 23:38
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Mattavist posted:Sounds like you should have done that in the first place. Yeah, I'd absolutely do that next time they hand you a ticket like that.
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Dec 31, 2014 23:51
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neogeo0823 posted:Yeah, I'd absolutely do that next time they hand you a ticket like that. "Out of scope, get hosed" is the best possible response to things like this.
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Jan 1, 2015 00:46
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Paladine_PSoT posted:This sounds like one of those jobs that underpays hilariously poorly and includes a stipend of stockholm syndrome. That's pretty much every single job I held previour to this one. Here, I am getting paid a bit below average, but I am also up for a raise, and just need to find the time to talk to my manager about it. It's been kinda hectic the last couple weeks, so I'll wanna try maybe next week, since the holidays will be over. Today, a call came in. The owner of the company lives in an obscenely rich neighborhood full of mcmansions. Like, one place about a block down from him literally looks like they took two fancy brick houses and joined them together with half of a brick house in the middle. It literally has two front doors, on two separate sections of the house. Think like the Mcallister house from Home Alone 1, add some extra yard space and a separate garage, and you're starting to get there. Anyway, said owner is on vacation out of the country until next week.I guess one of the owner's daughters is house-sitting while he's away, she called him all frantic because some dumb kids egged his house, and she didn't know what to do. He called my manager, who asked me to go over there and clean the egg up. In his defense, he actually was swamped with 5 different things he had to get done today, and I didn't actually have anything important to do. Also, I was getting paid for this, and it's a 5 minute drive from the office. So I get there with a bucket of warm water, some 409, and a scouring sponge, expecting some huge mess of egged up window screens, protein stained wood doors, and milky glass panes. Instead, it appears as though whatever kids did this dragged his welcome mat over to the driveway and got it with 3 or 4 eggs, then from that spot tried to egg his door. They missed the door entirely, instead landing 3 shots on the steps leading up to it. There was also 1 egg thrown at a window to the side of the door, which missed that and hit the window sill. The problems though, are thus: Everything about this house, except for the door and window frames, is made of extremely porous brick. It is also ~20 degrees outside, and the egg is firmly frozen by the time I get there. I begin making a token effort to scrub the egg off the steps nearest the door, when I find a bucket full of cold water, some kitchen gloves, a hand towel, and a spatula with some frozen egg on it sitting behind a potted plant next to the door. I guess the owner told his daughter to go scrape up the egg until someone could get there. At least she tried? v  vI ended up scrubbing for a few minutes before taking pictures to forward to the owner and calling it a day. He's gonna have to suck it up till spring, then go at this with a wire brush and some elbow grease. The egg isn't very noticeable, anyway.
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Jan 1, 2015 01:16
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neogeo0823 posted:That's pretty much every single job I held previour to this one. Here, I am getting paid a bit below average, but I am also up for a raise, and just need to find the time to talk to my manager about it. It's been kinda hectic the last couple weeks, so I'll wanna try maybe next week, since the holidays will be over. There isn't enought  in the world for this
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Jan 1, 2015 01:22
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The Fool posted:There isn't enought Like I said, I got paid for it, and it's not like I had anything else to do. If either of those were different, I wouldn't have done it. That's not even the strangest, stupidest, or worst thing I've ever done, either. That's just today.
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Jan 1, 2015 01:25
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RE: an egg came in...
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Jan 1, 2015 01:31
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neogeo0823 posted:That's pretty much every single job I held previour to this one. Here, I am getting paid a bit below average, but I am also up for a raise, and just need to find the time to talk to my manager about it. It's been kinda hectic the last couple weeks, so I'll wanna try maybe next week, since the holidays will be over. Dude.
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Jan 1, 2015 01:59
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chocolateTHUNDER posted:Dude. There's egg on the house and I'm a Network Administrator, should I dig? I'm going to try digging.
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Jan 1, 2015 02:02
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Eldercain posted:I'm given a couple of tidbits about the user and spend basically all day chasing it in circles accross 3 different systems to find out that the user was logging into a year old inactive account and not her new active account. So I will note that everything else here was pretty  -worthy, but this part in particular is pretty much "welcome to being a developer on a customer-facing system". On a good day you'll get a support person to pair with to deal with the support tools and file paperwork, but if a customer comes in with an esoteric error message that support's never seen before, it's not like the frontline helpdesk guy is going to start digging through a couple dozen server-side codebases to find where that message is being spawned from.I get to deal with tickets like this once or twice a week, I'd say. I actually like the investigation as a pleasant change of pace from banging out code all day every day, but your mileage may vary. neogeo0823 posted:I ended up scrubbing for a few minutes before taking pictures to forward to the owner and calling it a day. He's gonna have to suck it up till spring, then go at this with a wire brush and some elbow grease. The egg isn't very noticeable, anyway. 
Alliterate Addict fucked around with this message at 02:14 on Jan 1, 2015 |
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Jan 1, 2015 02:12
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neogeo0823 posted:That sounds like tons of fun, in the "will it be a burning wreck when I wake up?" sort of way. Heeeey buddy!   I'm basically on the other side of this equation: I work for a retailer and help manage all the POS stuff alongside backend reporting. On a scale of 1 to Frothing Rage how much do you like PCI Compliance?  At least you'll be busy for the foreseeable future, tons of companies should be upgrading to chip and pin technology in 2015.
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Jan 1, 2015 02:43
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Che Delilas posted:There's egg on the house and I'm a Network Administrator, should I dig? I'm going to try digging. I dunno about you guys, but I actually welcome egg-on-the-house sort of tasks, as long as I'm getting paid for them and they aren't something disgusting. Breaks up the monotony of "I clicked 'save', where did the file go?", "HELP HELP HELP I UNINSTALLED THE INTERNET (deleted my Chrome shortcut by accident)" and "I don't want to call the company to which we pay several hundred dollars monthly to support our POS system, can you fix this thing that you've never seen before and don't understand at all?".
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Jan 1, 2015 02:49
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EDIT: ^^^ Exactly.^^^Mo_Steel posted:Heeeey buddy! Actually, PCI compliance stuff is one of my favorite things to talk about with our merchants, because every single time our company gets a new client set up, we give them a folder, in which is a PCI compliance guide sheet. This sheet gives them a time frame for what they need to do to become/maintain PCI compliance, as well as a URL for the PCI website. The merchant must register an account on the website and pass the self-assessment survey to become compliant before their time frame runs out. When they don't, and they call us up wondering why the hell their monthly fees went up $20 this wasn't what they signed up for, we're pulling bait and switch and gently caress you guys, I'm canceling my account, we get to remind them of the PCI sheet we gave them and go "tough poo poo, it's not us, go become compliant, this isn't going to go away even if you cancel your account with us." As far as EMV requirements coming up this year, that's a whole other beast. Imagine that guy at your company that hates spending money on anything. If he was in charge of the building's toilet paper supply, he'd force you to purchase your own individual roll to bring in. Now multiply that by ~1300, and you have what I get to look forward to in the coming year. The way we have everything set up now, this is going to require roughly 1/3 of our merchants to purchase completely new terminals, 1/2 of our merchants to purchase a peripheral pinpad to bring their terminal up to standard, and the rest use online portals and mobile solutions, of which there's been no mention of EMV compliance changes yet. Everyone with a terminal will require an updated file to be downloaded to their terminal, which can be done on install for the replacements, but will take between 5 and 45 minutes, depending on the terminal, for those that don't need to be replaced. Everyone will need to be trained on how to use the new technology. We have no way to roll this out ahead of time because currently, our processing partner, who makes all this technology, doesn't have a functioning file structure for this stuff. Sure, we can technically enable it, and it's supposed to work with Apple Pay, but it definitely doesn't work with Google Wallet, and we don't have an RFID card to test that side of it with. Now, out of all of our merchants, I'd say only maybe 1/5th are willing to spend the money. The rest don't see why they should be forced to upgrade, even when they're running terminals that are 8 years+ old, with card imprinters for backups. Thank god I'm not in sales at this company.
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Jan 1, 2015 03:08
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neogeo0823 posted:That's pretty much every single job I held previour to this one. Here, I am getting paid a bit below average, but I am also up for a raise, and just need to find the time to talk to my manager about it. It's been kinda hectic the last couple weeks, so I'll wanna try maybe next week, since the holidays will be over. Che Delilas posted:There's egg on the house and I'm a Network Administrator, should I dig? I'm going to try digging. That.
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Jan 1, 2015 04:42
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neogeo0823 posted:Now, out of all of our merchants, I'd say only maybe 1/5th are willing to spend the money. The rest don't see why they should be forced to upgrade, even when they're running terminals that are 8 years+ old, with card imprinters for backups. Thank god I'm not in sales at this company. Isn't one reason because if they don't upgrade and some sort of fraud happens they'll be liable for it? That sounds like a fairly good reason to me.
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Jan 1, 2015 05:04
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myron cope posted:Isn't one reason because if they don't upgrade and some sort of fraud happens they'll be liable for it? That sounds like a fairly good reason to me. Just like how every financial services firm has ironclad security because if something happens to their clients' financial data they're liable for it. (Actually they're probably not liable for it, but if not let's go with hospitals and HIPAA - there have been numerous stories in this very thread of hospitals basically not investing in security because it's too hard for doctors to deal with).
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Jan 1, 2015 05:20
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Potato Alley posted:Just like how every financial services firm has ironclad security because if something happens to their clients' financial data they're liable for it. They may not be liable directly, but their major customers have the kind of cash, lawyers, and power to ensure they're made liable in court.
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Jan 1, 2015 05:29
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I thought part of this switch to chip and pin (or chip and sign or whatever) shifted liability to a merchant if they weren't up to the new standard
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Jan 1, 2015 05:38
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myron cope posted:I thought part of this switch to chip and pin (or chip and sign or whatever) shifted liability to a merchant if they weren't up to the new standard Merchants can already be found liable if they're negligent enough. That doesn't really change with the switch, it only adds a new way they could be negligent (and removes some old ways).
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Jan 1, 2015 05:40
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neogeo0823 posted:That's pretty much every single job I held previour to this one. Here, I am getting paid a bit below average, but I am also up for a raise, and just need to find the time to talk to my manager about it. It's been kinda hectic the last couple weeks, so I'll wanna try maybe next week, since the holidays will be over. I'm hoping one day your grow the smallest bit of spine and maybe some bit of self-respect but really after taking part in this thread for years I don't have much hope. I'll take fries with that, btw.
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Jan 1, 2015 08:34
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neogeo0823 posted:That's pretty much every single job I held previour to this one. Here, I am getting paid a bit below average, but I am also up for a raise, and just need to find the time to talk to my manager about it. It's been kinda hectic the last couple weeks, so I'll wanna try maybe next week, since the holidays will be over. The doormat? It's you. I don't mean to be mean to you but really.
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Jan 1, 2015 10:54
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spankmeister posted:The doormat? It's you. No dude his manager is really actually nice and they're friends and a raise is coming any day now I'm sure the manager just forgot about it.
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Jan 1, 2015 14:16
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myron cope posted:I thought part of this switch to chip and pin (or chip and sign or whatever) shifted liability to a merchant if they weren't up to the new standard If a breach happens because of something that EMV / Chip and Pin would have prevented had they upgraded, the CC companies / processing companies would argue the business is liable for not upgrading to the more secure technology.
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Jan 1, 2015 16:47
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