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myron cope posted:The help desk at my job irritates me. They will gladly open 10 tickets for the same issue instead of using even 1 brain cell to think "huh this seems familiar did I already open 6 of these tickets? Well better keep opening them" I got in a bunch of trouble at my last job that did tickets because my numbers were noticeably lower. The problem was I was tier 3 and took issues that weren't just "needed to add license for device" and were instead "our network drops packets and needs to be analyzed". We had guys that would open a ticket to issue a license for our software to an iPhone, and would end up with 200 tickets a week, where as I had maybe 10. My boss ranted at me about it, and told me I was full of poo poo when I explained that we needed to review the contents of my tickets. "You spend all day reading linux blogs like 'Hacker Life'". I tried explaining that I was typically trying to figure out how to solve a scripting problem or something weird with FFMPEG but instead he told me that I was this close to being fired. Ugh.
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Dec 2, 2015 17:33
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myron cope posted:The help desk at my job irritates me. They will gladly open 10 tickets for the same issue instead of using even 1 brain cell to think "huh this seems familiar did I already open 6 of these tickets? Well better keep opening them" Sounds familiar, except for the caring about escalations part.
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Dec 2, 2015 17:36
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SIR FAT JONY IVES posted:I got in a bunch of trouble at my last job that did tickets because my numbers were noticeably lower. The problem was I was tier 3 and took issues that weren't just "needed to add license for device" and were instead "our network drops packets and needs to be analyzed". We had guys that would open a ticket to issue a license for our software to an iPhone, and would end up with 200 tickets a week, where as I had maybe 10. My boss ranted at me about it, and told me I was full of poo poo when I explained that we needed to review the contents of my tickets. Why have tier 3 if you expect them to handle as many tickets as tier 1? If tier 3 is closing 200 tickets a week there's a huge loving problem
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Dec 2, 2015 18:07
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Judge Schnoopy posted:Why have tier 3 if you expect them to handle as many tickets as tier 1? I've told the story before, but he was fired the next day and I was offered his job. It was a strange situation. I was brought in to help teach the team networking and linux, but they were completely resistant to the idea of a new senior guy coming in and teaching them, and they weren't easy to work with.
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Dec 2, 2015 18:13
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Eikre posted:Not that I'm saying anything can be done about it, but Actually this doesn't mean anything for DT. Once mail has been "Delivered" out of the USPS's hands, it's no longer their responsibility. Once it's in the mailroom, it's the responsibility of the company to get it delivered.
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Dec 2, 2015 18:21
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This lady just called me up to bitch me out about our business calling her number multiple times today. Someone updated their number incorrectly in the directory and the employee and other person just happen to have the same name. She let out the most bitchy condescending rant I've ever heard condensed into 2 minutes. After I was stunned into silence I finally managed to ask what her number was noticed the discrepancy and updated our directory to fix it. Holy poo poo though the amount of hatred she just unleashed was amazing. I wish I had that skill to go from 0 to crazy foaming at the mouth on the phone, she probably gets poo poo done way fast.
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Dec 2, 2015 18:26
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Good news: Our 25 year old company finally has a ticketing system! Bad news: The company is too cheap to pay for a ticketing system and our CIO has an inexplicable deep mistrust of Spiceworks, so we're using some open source ticketing system I'd never heard of before. Users can't submit tickets and out of our 3 person department, I've closed out >75% of all tickets
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Dec 2, 2015 18:27
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Judge Schnoopy posted:No he's pretty much right. As much as these forums tote suing the pants off your boss as option #1 for any workplace conflict, it will happen maybe 1 out of 10,000 times. And that one time will be settled out of court for way less than anybody expects. I meant just be rude back, not sue. Of course that doesn't work.
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Dec 2, 2015 18:33
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Gothmog1065 posted:Actually this doesn't mean anything for DT. Once mail has been "Delivered" out of the USPS's hands, it's no longer their responsibility. Once it's in the mailroom, it's the responsibility of the company to get it delivered.
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Dec 2, 2015 18:34
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beepsandboops posted:Good news: Our 25 year old company finally has a ticketing system! Eh just do it in filemaker.
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Dec 2, 2015 18:34
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beepsandboops posted:Good news: Our 25 year old company finally has a ticketing system! Is it basically just a large Google Sheet? Worst ticketing system I ever had the misfortune of dealing with was a spreadsheet log that got emailed to a boss at the end of the day who then combined it manually to make one "master" sheet which then got emailed back out to all the techs. What a cluster gently caress.
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Dec 2, 2015 18:36
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beepsandboops posted:Good news: Our 25 year old company finally has a ticketing system! What could he possibly have against spiceworks?
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Dec 2, 2015 18:37
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Too spicy.
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Dec 2, 2015 18:43
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DigitalMocking posted:What could he possibly have against spiceworks?
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Dec 2, 2015 18:48
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It works.
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Dec 2, 2015 18:49
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beepsandboops posted:He thinks it's insecure and phones home. I've tried explaining otherwise and I know that Spiceworks has a page explaining its security, but once he's made up his mind that's it. You could set it up on a network that doesn't have external access at all.
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Dec 2, 2015 18:53
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beepsandboops posted:so we're using some open source ticketing system I'd never heard of before.
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Dec 2, 2015 18:58
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I honestly don't even know who to be pissed at for this particular issue... I may have talked about this job before. I am a developer for a fast growing insurance company. A year ago the company switched over from their old mainframe-based system to a new web app that was purchased because higher ups got a very fancy presentation and didn't bother to consult IT about it. The software may be OK for a new insurance company with no old data and who can build their process around it, but really is horrible for a company with years of existing data, but I won't go into all the problems that causes because that isn't my current headache. Accounting doesn't entirely trust the new system(with good reason somewhat), so all our reporting for auditing purposes is done from our old mainframe system, and all activity has to be moved from the new system to the mainframe system. Even beyond the nightmare of that particular process, whose code I am more or less in charge of fixing bugs in now, is the problem that the old mainframe system was completely transactional: every step of everything that happened was listed as a transaction, with a particular transaction code, etc. The new system is not. So code was written to create a sort of virtual "ledger" database table where we make transaction lines for everything that happens so it can be pushed to the mainframe in the way the mainframe expects. Except now it is broken. We don't know why. The person who originally wrote the code and its integration into the application, who works for the company that developed the application but worked on site at our office for the past 2 years(1 year of preparing to release the app here, 1 year of fixing broken poo poo), couldn't get his visa renewed so he had to go back to their India office. Accounting is getting very (justifiably) upset about the increasing discrepancies that are occurring, and I am going to have to be the one to explain to them that something got totally horked up(probably in last week's release) and we have no idea what happened or how to fix it. No changes were made to the actual C# code involved, but the C# code is extremely fragile and expects very specific values to be set by the app's "configuration console" before being sent to the custom C# code, and we have no way of viewing wtf the console is doing or any changes that could have been made.
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Dec 2, 2015 19:01
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SIR FAT JONY IVES posted:You could set it up on a network that doesn't have external access at all. Get your logic out of here you jerk, this is IT not architecture or engineering.
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Dec 2, 2015 19:02
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SIR FAT JONY IVES posted:I've told the story before, but he was fired the next day and I was offered his job. I remember this story, it was great. SIR FAT JONY IVES posted:I have an anecdote along these lines. It's TL:DR, but It's interesting anyways.
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Dec 2, 2015 19:18
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SIR FAT JONY IVES posted:You could set it up on a network that doesn't have external access at all. OSTicket
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Dec 2, 2015 19:21
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totalnewbie posted:I remember this story, it was great. Ah, yes. My last two jobs were interesting. This job isn't too bad, just regular IT stuff, I don't miss it, but the stories are fun.
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Dec 2, 2015 19:48
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beepsandboops posted:This is the same guy who refused to provide pentesters with our public IP addresses, saying that it was "giving hackers a roadmap to our network." Hand him a thumb drive and say "I found this by your car" and let him give the hackers a roadmap the right way.
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Dec 2, 2015 19:49
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After over a year my old employer has finally given up on filling the VP of I.T. position they created. Number of people interviewed: 0
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Dec 2, 2015 20:00
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Dick Trauma posted:After over a year my old employer has finally given up on filling the VP of I.T. position they created. The job requirement of "Must take a shitload of abuse, meet unreasonable deadlines, and poo poo golden eggs" didn't provide a lot of qualified people eh?
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Dec 2, 2015 20:10
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ratbert90 posted:The job requirement of "Must take a shitload of abuse, meet unreasonable deadlines, and poo poo golden eggs" didn't provide a lot of qualified people eh? I'm thinking it was more the underpaid and "always underqualified" technical requirements
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Dec 2, 2015 21:40
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Things pissing me off: Videos recorded on Macs. I need to convert a video that was recorded on a Mac from .mov to a format that plays in WMP, or works in HTML5 using IE. Why? Because we are big important business peoples who need to use IE and WMP because other tools are not supported in our environment. In every single conversion test I've done using Handbrake or Adobe Premiere, it works perfectly in Chrome, VLC, and MPC, but not in IE WMP I'm at a loss on how to get this loving thing working. I don't have access to the Mac it was even recorded on because it was done by some trainer guy not on my site. I don't know how to contact the trainer guy to have him convert it to a non-lovely non-mac format either.
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Dec 2, 2015 22:06
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Migishu posted:Things pissing me off: Videos recorded on Macs. Want to trade for videos record on random DVR's? GOOD LUCK
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Dec 2, 2015 22:13
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Migishu posted:Things pissing me off: Videos recorded on Macs. Maybe pay for quicktime pro and export it as a mp4
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Dec 2, 2015 22:38
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mewse posted:Maybe pay for quicktime pro and export it as a mp4 We didn't even create the video. In the end we're not going to take responsibility, or fork out money for a one time specialty use of quicktime. Whoever created the video can do it. I don't know how to contact them, but if someone complains, not my problem. I've spent the better part of 10hrs of company time trying to fix this poo poo. I'd rather be dealing with other problems instead of wasting my time on this crap. Plus I'm technically an outside contractor for the parent company, so ppppppppppppppfffffffffffffffffffffffffffffffffffffftttttttttttttttthhhhhhhhh to this
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Dec 2, 2015 22:46
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Eh yeah Handbrake should've done it anyway
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Dec 2, 2015 22:53
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Migishu posted:Things pissing me off: Videos recorded on Macs. Funny part is, MOV is almost the same as MP4. The MP4 container format is based on the MOV format, with some uncommon features cut out, so theoretically you could simply rename the file. If Microsoft's H.264 codec won't parse whatever your transcoder outputs, chance is you're using an unsupported level or profile. Check that.
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Dec 2, 2015 23:27
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Pissing me off: a three-week-long mass, institute-wide IT community email thread about changing central identity management APIs to include a Preferred Name field. Every day, six or seven people poke their head out to partake in what has become a heated discussion about self-determination, identity, and other massively-redundant nonsense. Long past is the actual discussion about what is technically feasible for legacy systems that would be affected and need updating. Everyone wants to be some kind of "I know more about modern identity and LGBT topics than thou" zen guru. A few have tried to put it back on the, "this is what our customers expect" rails, but it has been a net downhill slide for far too long. Shut the heck up, people, and go get the baking of people with actual power to make your case. Higher ed. I am daily thankful to be in a private organization auxiliary to and far more flexible than the main institute.
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Dec 3, 2015 01:25
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Pissing me off - my company just started scrum and we had a six hour sprint planning today. Hopefully things will streamline as we gain experience but right now, hate life.
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Dec 3, 2015 01:29
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Che Delilas posted:Pissing me off - my company just started scrum and we had a six hour sprint planning today. Hopefully things will streamline as we gain experience but right now, hate life. It can go slow at first, how long are your sprints?
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Dec 3, 2015 01:37
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Che Delilas posted:Pissing me off - my company just started scrum and we had a six hour sprint planning today. Hopefully things will streamline as we gain experience but right now, hate life. You'll probably have to blue sky it for now but moving forwards be sure to ping someone once you can do the needful.
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Dec 3, 2015 01:43
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Paladine_PSoT posted:It can go slow at first, how long are your sprints? 2 weeks, and what I'm hearing is that 4 hours is a decent length of time for planning for that size. Some problems other than lack of experience, as I see them: 1) The product owner didn't spend nearly enough time creating and prioritizing stories before the planning meeting, so what we got were a bunch of epics and a bunch of "here's a solution to implement." Also he sprung new priorities on us once we had picked stories and broken out things that they needed to be considered complete. 2) We don't know how to deal with infrastructure and maintenance tasks, which the product owner doesn't really factor in to his thinking (he's all about new features). We have infrastructure stuff that we need to get done if we want to survive in the long term, but we don't know how to fit in to this process. Dead Goon posted:You'll probably have to blue sky it for now but moving forwards be sure to ping someone once you can do the needful. Heh. I think we'll be able to figure out how to make this work for us, and if we can't we'll drop it. This isn't some edict from a manager on high, it was a response to the fact that our existing process wasn't helping us, so if this doesn't help us either we'll try something else out. Che Delilas fucked around with this message at 01:58 on Dec 3, 2015 |
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Dec 3, 2015 01:47
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You pretty much have to make user stories in the vein of "As an employee, I expect my Buffalo NAS to never be more than 95% full" which you assign points to, call Spikes, and ensure show up on the roadmap. Alternately, you do capacity planning and say "we're devoting only 20% of our time for each sprint as 60% is spent on maintenance and 20% on uncategorized tickets." or some other numbers. Really, Agile kind of falls down in areas where you're not a plucky development team making a brand new thing with new features, but instead have continuous legacy issues to deal with.
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Dec 3, 2015 02:00
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Gothmog1065 posted:Actually this doesn't mean anything for DT. Once mail has been "Delivered" out of the USPS's hands, it's no longer their responsibility. Once it's in the mailroom, it's the responsibility of the company to get it delivered. This is a baffling non-sequitur. It has nothing to do with the liabilities of the post office; I cited a section of the United States penal code. It is crime to purposely waylay the mail with an interest in deliberately keeping it from its intended recipient, and if you do so, you are a criminal. Here's the skinny: if the resident jackass is going down to the mailroom and retrieving everybody else's mail besides your own, then he's just a dick. But if he's taking a bundle of mail, selecting yours, and purposefully placing it in a location that would otherwise be more difficult to find than if he had left it alone, then add some mulch to the top of your moral high-ground, dawg, 'cause the feds have got your back! Well. Not really. The feds don't give a poo poo. But they're supposed to.
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Dec 3, 2015 02:10
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Just doing my quarterly check-in to remind everyone that DFS is unstable hot garbage. loving volume databases croaked again.
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Dec 3, 2015 02:18
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