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Kaethela posted:You missed our ridiculous snowpocalypse last winter. I'm perfectly willing to take 50-60 degree winters in exchange for not getting 6 feet of snow at a time every week. If I remember last winter correctly, there's still time for both 
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Dec 29, 2015 16:14
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A few tickets came in last night: One of our 2 terminal servers was having issues, it got booted, and came up with a failed drive and attempting a rebuild, this was at about 7pm, at about 2am I still couldn't access the machine, and for some reason I couldn't log into the blade center to check the status. While this was happening our PDC decided to start acting up and (I'm pretty sure) caused a bunch of login issues and possibly some GP processing issues, booted that machine and it came back up fine. Glad I'm on vacation that started last night at 5pm.
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Dec 29, 2015 16:18
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flosofl posted:Larches, when you present your findings, as far as you are concerned there is *only* the hosted version. Pretty much. We self-host but we have an entire team dedicated to maintaining core services and honestly the only reason we self-host is because we have stupidly strict data privacy rules that dictate exactly where student information can be stored. Hosted Canvas uses AWS which violates our privacy rules some way, somehow. Its annoying as it means we end up doing a lot of stuff in-house which ideally we really wouldn't.
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Dec 29, 2015 16:28
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flosofl posted:Larches, when you present your findings, as far as you are concerned there is *only* the hosted version. This is the only option, for sure. Any chance I get to make it someone else's problem, I'm going for that.
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Dec 29, 2015 16:46
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I had to return to being an adult this morning; poo poo is overrated.
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Dec 29, 2015 19:14
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An internal note came in...quote:Their SIP trunk server has been misconfigured for the last several years. This is nothing new. I don't think you can fix it from our end - the end user needs to fix it from their end. 
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Dec 29, 2015 19:42
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A lot of stuff in the SIP world is old-school phone guys going "how hard can it be", as opposed to networks people learning about voice. It works out as well as you'd expect.
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Dec 29, 2015 19:47
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Thanks Ants posted:A lot of stuff in the SIP world is old-school phone guys going "how hard can it be", as opposed to networks people learning about voice. It works out as well as you'd expect. Yep. Fun fact. The stuff I support can do sip trunking, but it can't translate SIP response codes into is error/event reporting structure, so it grafts them onto the existing ISDN cause codes and assumes you will get a packet sniff somehow so you can figure out what is really going on. It will let you do its version of message tracing, but no ladder diagrams, etc. This leads to some really fun network/telecomm calls.
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Dec 29, 2015 20:28
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A ticket came in: Getting disconnected on the VPN every 30 seconds. I wish I could make fun of this user, (because I hate him) but he's right. Every 30 seconds the firewall drops 4 packets then resumes like nothing happened. Bizzaro.
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Dec 29, 2015 20:39
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What kind of VPN and is there any jitter on the tunnel?
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Dec 29, 2015 20:49
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Check the config.xml file: <DropPacket interval="30" amount="4"/> Don't make a newbie mistake and set interval to "0" because that will make it drop all packets. Set it to 9999 (The maximum) and amount to "1" (the minimum.) With those settings, you'll only lose a packet every three hours or so, and you can just tell the user that the VPN is set to last only two and a half hours.
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Dec 29, 2015 21:42
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Dr. Arbitrary posted:Check the config.xml file: At first part of me was worried that I was in a fever dream and this was the New Real 
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Dec 29, 2015 22:54
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The Macaroni posted:Quoting for emphasis, and I'd also urge you to go for a cloud-based option if you can. Our previous solution was single-tenant hosting, and when things broke the vendor would say "Shucks, son, looks like it's just your environment! Sorry, we'll put out a patch sometime this century." Now that we're on multi-tenant cloud/butt hosting, it's either working or it's broken for all of North America. The other half of that is where you reported a bug 3 years ago and its still not fixed. You don't have access to the source code  Just to be clear, I'm not advocating for rolling it yourself. Just it has its own advantages. Edit: Just to add some content. We use kayako and have required fields in tickets. If you edit a ticket in a queue and forget to fill in the required field? I throws out all of your edits, and lets you know after its thrown them all out. "hey, you need to enter the required field". I mean there are 3 parts to this, why can't I set it to be required by only customers, why doesn't it stop me from even saving the changes, and lastly how did this pass as an acceptable function?? Bonus points, if you change the email field and some how have an invalid character like a . or ; or , in the wrong place/at all, it just silently discards your request change and says the edit went through okay. I've accidently sent coworkers responses since they were forwarded tickets into the system. Oh right, if an uploaded file gets removed, and its still cached in google for some reason. The server continues to return a 200 status and display a not pretty error message. This will never go away, until they fix the bug. Rawrbomb fucked around with this message at 05:51 on Dec 30, 2015 |
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Dec 30, 2015 04:10
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Thanks Ants posted:A lot of stuff in the SIP world is old-school phone guys going "how hard can it be", as opposed to networks people learning about voice. It works out as well as you'd expect. Ouf, yeah. And the guys supporting digital radio are old school radio-heads, not digital natives.  "Hey, your system stopped sending us tagging information about transmissions at <timestamp>, looks like you need to restart some integration service."  "Uh, radio transmissions seem to be working fine." "Yeah, but we're not getting any xml-messages about them, so our systems don't know that." "Uh, I'm not sure. Uh. I'll ask around."Every week. Every drat week this happens in some form, and their first line still can't wrap their heads around the fact that radio can be integrated with anything by any other means than DTMF-tones.
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Dec 30, 2015 10:50
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"We have a mission critical issue, can you come in at 6AM to fix it because we need to get production started at 630AM." I got here at 6, fixed the problem by 610, and have been sitting with my feet up since. Good thing I'm still paid hourly.
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Dec 30, 2015 12:35
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Kashuno posted:"We have a mission critical issue, can you come in at 6AM to fix it because we need to get production started at 630AM." They gave you an adequate change window too. A Long Time Ago, In Network Far Far Away:  "OK, you have from 2AM to 4AM local" "Um... The minimum time needed is 2 hours, and that's if everything goes right" "We have faith it will be fine." "Something went wrong every step of the way to this abortion of a change, but whatever. I assume I can backout at 4 AM if it doesn't finish?" "WHAT? NO! IT ALL HAS TO BE PRODUCTION READY BY 4AM" "The Wires group is saying you're unable to do your job. You need to learn to work within the parameters given" Fortunately, the Change Review Board had my back. But I learned my boss didn't. I wasn't long for that place after that.
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Dec 30, 2015 14:26
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 Today is my first day back after 2 weeks. 74 missed calls but no voicemails, so that's nice.
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Dec 30, 2015 14:36
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I basically came in at 6am to clear a printer queue. It was a little more complicated than that because it's software for a scale that is really really badly written and has its own print queue that doesn't really talk to Windows, but still.
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Dec 30, 2015 14:42
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Rawrbomb posted:The other half of that is where you reported a bug 3 years ago and its still not fixed. You don't have access to the source code
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Dec 30, 2015 14:59
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"Tile crashed on the Xerox. There is water all over it. It won't turn on since, need it back up and running ASAP. This is affecting patient care." Yo that poo poo is fried and you're probably buying out the lease thanks!
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Dec 30, 2015 15:32
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I know it's a meaningless buzzphrase, but goddamn, if a photocopier is affecting patient care, and/or you're careless enough around things that affect patient care to spill water on it, I don't want to be your loving patient.
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Dec 30, 2015 15:37
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AlphaKretin posted:I know it's a meaningless buzzphrase, but goddamn, if a photocopier is affecting patient care, and/or you're careless enough around things that affect patient care to spill water on it, I don't want to be your loving patient. The account I support has 1,334 machines. I am solely responsible for 534 of them. There are others they can use, 4 of them in the same department. However, getting the machines on Cerner tables is no easy task, and if that's the only machine in the department on a Cerner table I can kinda see where they're coming from. Still, a pipe bursting above the machine and dousing it isn't going to be fixed any quicker (or probably at all) by putting that phrase in.
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Dec 30, 2015 15:43
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Oyster posted:"Tile crashed on the Xerox. There is water all over it. It won't turn on since, need it back up and running ASAP. This is affecting patient care." "Closing Ticket: Xerox doesn't use Tile processors."
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Dec 30, 2015 15:55
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A ticket came in: "E-mails from this domain are showing up hours after they said they were made." Resolution: "E-mail didn't arrive to e-mail gateway until hours after e-mail was generated. Issue is on sender's side. Will address with sender's IT group if they contact us." This ticket has been re-created 5 times now. The last one had every exec in the company CC'd. I called the ticket creator expressing my frustration.  "Well this is a huge issue." "Have you asked the sender to talk to their IT department and given my contact info to help resolve it?" "No." Then, Over IM - "Your account has been enabled. You'll need to contact the Help Desk if you need your password reset." Calls my direct line. Over IM - "Please call the Help Desk to reset your password." Calls the Help Desk, then asks for my direct line to reset her password.
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Dec 30, 2015 16:20
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Lord Dudeguy posted:
So you its your responsibility to enable the account but taking the few moments to reset her password or take her phone call was too much?  Even if your company has this security protocol where the helpdesk needs to confirm their identity or whatever, pick up the phone and stop being a clown. There is a difference between following protocol and going out of your way to be a dick.
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Dec 30, 2015 16:27
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Sickening posted:So you its your responsibility to enable the account but taking the few moments to reset her password or take her phone call was too much? Identification over the phone, yep. I was on the phone already.
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Dec 30, 2015 16:29
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flosofl posted:Do all the MSPs you guys work for not have Statements of Work and signed contracts with the customers that detail what exactly you deliver and what the SLAs are? Because every one I've worked with has had everything defined as to what the SLAs are for each severity level, what a sev 1 event is, and what is covered when the contract is signed. Nope. The last place I worked was an MSP. My training consisted of "Here's a computer, here's your login information, start answering calls" and our responsibility was doing everything we could so the customer wouldn't complain, including fixing personal devices and allowing them to bitch about whatever stupid thing they wanted because if we didn't, they all had our CEO's personal cell phone number so they would call at whatever ungodly hour of the day in order to complain, and poo poo rolls downhill... So, I think we were a therapy service, too.
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Dec 30, 2015 16:34
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high six posted:Nope. The last place I worked was an MSP. My training consisted of "Here's a computer, here's your login information, start answering calls" and our responsibility was doing everything we could so the customer wouldn't complain, including fixing personal devices and allowing them to bitch about whatever stupid thing they wanted because if we didn't, they all had our CEO's personal cell phone number so they would call at whatever ungodly hour of the day in order to complain, and poo poo rolls downhill... So, I think we were a therapy service, too. Did we work at the same place?
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Dec 30, 2015 16:39
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I think I have worked there as well
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Dec 30, 2015 16:42
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Inspector_666 posted:Did we work at the same place? Do you live in North Carolina?
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Dec 30, 2015 16:52
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Same here. I had to go to a client's daughter's apartment to pick up her at-that-time-drat-near-ancient XPS laptop to see what was wrong with it. One fuxored HDD later, same to return it. They were an hourly client that never really used us. we never actually billed them in hopes of getting them to purchase a block time plan tl;dr gently caress small NYC MSPs.
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Dec 30, 2015 17:03
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A voicemail came in!  for language if you are worried about that sort of thinghttp://tindeck.com/listen/meqxt
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Dec 30, 2015 17:06
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anthonypants posted:A voicemail came in! Somebody give me the short and sweet so I don't have to wait until lunch to hear this.
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Dec 30, 2015 17:09
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 Mah internets don' fuckin' werk
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Dec 30, 2015 17:10
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ChubbyThePhat posted:Somebody give me the short and sweet so I don't have to wait until lunch to hear this. A phone call to an ISP about their internet being down and saying loving every other word. It is pretty loving boring.
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Dec 30, 2015 17:11
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ChubbyThePhat posted:Somebody give me the short and sweet so I don't have to wait until lunch to hear this.
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Dec 30, 2015 17:11
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And more to the point, he says he doesn't have an account number because he never got a bill. I'm going to take a wild guess as to why his internet was down...
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Dec 30, 2015 17:27
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The Something Awful Forums > Discussion > Serious Hardware / Software Crap > RE: A ticket came in: do the needful ya fuckin piece-a fuckin poo poo
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Dec 30, 2015 18:42
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Oyster posted:However, getting the machines on Cerner tables is no easy task, and if that's the only machine in the department on a Cerner table I can kinda see where they're coming from. Word up Cerner supporting buddy. The more I work with Cerner, the more... "fun" I have. We have Cernerworks support for server/OS stuff. They recently crashed our PROD domain in firey flames when their DBA hosed up adding extra disk space to the cluster. Yay!
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Dec 30, 2015 18:51
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DroneRiff posted:Word up Cerner supporting buddy. The more I work with Cerner, the more... "fun" I have. We have Cernerworks support for server/OS stuff. They recently crashed our PROD domain in firey flames when their DBA hosed up adding extra disk space to the cluster. Yay! I'm thankfully strictly printer hardware/firmware, don't touch Cerner or print queues or anything of the like, but our Cerner was recently outsourced to Kansas. I'm in Michigan. Getting anything done with that is a nightmare. And of course, if Cerner crashes anywhere causing nothing to print I'm the first called.
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Dec 30, 2015 19:09
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