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Proper escalation and severity/impact assessments and levels is a skill like any other. ... A skill that users never have and will always gently caress up.
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Jun 4, 2019 17:47
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DelphiAegis posted:Proper escalation and severity/impact assessments and levels is a skill like any other. "Why isn't there an action that automatically assigns a lost/stolen asset case the highest priority, regardless of user input?" "Oh poo poo, we never thought of that!" "...really? Because I've suggested it every few months since I started." "How long have you been here?" "SIX. loving. YEARS."
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Jun 4, 2019 17:49
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When I came in to open the clinic this morning, a UPS was giving off a shrill alarm and flashing a red light, but still supplying power. It’s the power supply for our two main network switches. I informed the managers of this about 1 hour ago and said we can’t screw around with it right now or we won’t have a network. 10 minutes later, the group of managers walked into the utility room that serves as a network closet. 10 seconds later, every doctor says “Augh! I’m kicked out!”. I ran into the closet and said “Did you unplug it??”. One manager in the group sheepishly said “Well, I didn’t”. Another manager said “Well, I turned it back on! It will come right back up in a minute!”. Of course, this network does not function unless you power everything on in exactly the right order, sacrifice a heifer, and use arcane rituals to help a manatee achieve orgasm on the first Tuesday of an odd-numbered month. Who needs to see patients anyway?
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Jun 4, 2019 18:01
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Dirt Road Junglist posted:"Why isn't there an action that automatically assigns a lost/stolen asset case the highest priority, regardless of user input?" lmao funny you mention this because I have one that's sort of related. A few months ago poo poo started rolling downhill on a badly needed feature that suddenly caught management's attention. The lead dev started giving my supervisor poo poo for not escalating it earlier. When I found out this was going on, I was kind enough to provide my supervisor with my three and a half year old feature request. The ticket was around longer than the dev. The kicker is that it just got fixed today. The whole thing highlighted two core problems with how things run around here. One of the reasons it hasn't been fixed for so long is because of the high turnaround of the devs, who keep leaving because they get tired of chasing after the wims of senior management. Plus, they keep trying to get cheaper and cheaper devs, so after a while we'd hire a dev for them to spend a few months looking at the code they're supposed to support, say gently caress this poo poo, and bounce. Secondly, the whole thing could've been avoided if any sort of feedback was requested. I didn't know said feature was a thing until it went live, and I immediately noticed a glaring problem that needed to be addressed. Despite me escalating the problem three different ways within hours of it going live, it still took us 3 years to even look at it. The worst part is that the fix should have been incredibly easy. It's equivalent to adding a single field to a report from a database that's already been queried.
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Jun 4, 2019 18:28
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So... Core switch failures are fun. And Docker Dudebro's Docker environment is still making GBS threads the bed, so that's even more fun.
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Jun 4, 2019 21:54
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GWBBQ posted:
https://www.youtube.com/watch?v=1EBfxjSFAxQ&t=117s
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Jun 4, 2019 22:19
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GreenNight posted:We have zero log retention so we’re saving all the money. We were told by some devs last week that "logging didn't make it" into their newest prod build (that was throwing 500 errors to 20% of all traffic to their site). AlexDeGruven posted:So... Core switch failures are fun. I'm friends with the poor NOC dude they promoted to be the docker platform bitch, I keep sending him pictures of dumpster fires over teams and asking him how his platform is doing.
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Jun 5, 2019 01:13
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Renegret posted:lmao funny you mention this because I have one that's sort of related. It took me most of a year to get them to add several locations to our new ticketing system that they somehow missed when they built it. These are active sites with users working at them. It had to go through a committee that didn't consider it a priority and didn't talk about it in their meetings.
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Jun 5, 2019 02:35
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xsf421 posted:We were told by some devs last week that "logging didn't make it" into their newest prod build (that was throwing 500 errors to 20% of all traffic to their site). Doordash?
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Jun 5, 2019 03:21
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xsf421 posted:I'm friends with the poor NOC dude they promoted to be the docker platform bitch, I keep sending him pictures of dumpster fires over teams and asking him how his platform is doing. Even better when he bounced off to lunch while things were still very unstable, but that's no surprise.
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Jun 5, 2019 03:41
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xsf421 posted:"logging didn't make it" into their newest prod build Don't doxx me 
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Jun 5, 2019 03:49
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GWBBQ posted:
Then it came up. I got to the end of the flow, and called over a Tier 2.  "So... uh... HOW do I escalate this?" "To who?" "The Rapid Response Team?" "Oh, you don't. That's you".Turns out we just had to verify nobody was injured so MS didn't get bad PR from a "my console burnt me" tabloid article.
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Jun 5, 2019 12:26
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GWBBQ posted:
I am in desktop support for a large retail grocery chain (ignore my username, I got a new job, but I like it, so I'm keeping it) Literally just got this call: CC: "Thank you for calling desktop support, how may I help you" User: "Yeah, I've got a freezer down. Ice cream is melting all over the place" CC: "Have you called the Facilities Service Hub?" User: "No. Should I?" CollegeCop fucked around with this message at 15:54 on Jun 5, 2019 |
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Jun 5, 2019 13:22
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freeedr posted:When I came in to open the clinic this morning, a UPS was giving off a shrill alarm and flashing a red light, but still supplying power. It’s the power supply for our two main network switches. I informed the managers of this about 1 hour ago and said we can’t screw around with it right now or we won’t have a network. 10 minutes later, the group of managers walked into the utility room that serves as a network closet. 10 seconds later, every doctor says “Augh! I’m kicked out!”. I ran into the closet and said “Did you unplug it??”. One manager in the group sheepishly said “Well, I didn’t”.
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Jun 5, 2019 14:03
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The Macaroni posted:I'm gonna take a wild guess that the "managers" you describe are site operations managers and/or physicians, both of whom know poo poo about poo poo. Your guess isn’t that wild
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Jun 5, 2019 15:11
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I've been out of healthcare for 3 months now and I'm still on the mend (pun accepted if not intended). Not that things are perfect, but there's a distinctly smaller number of people thinking that authority or clinical experience can somehow alter reality on command.
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Jun 5, 2019 15:55
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I'm out of Healthcare for 8 years now and I'm still not going back. Doctors were rarely the issue in my case, it was more difficult admin staff who thought everything should be done by the computer for them.
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Jun 5, 2019 16:04
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Arquinsiel posted:When I was in Xbox support we had to learn off a process flow for the "Rapid Response Team" in case of console fires etc. It never came up, but we understood how to evaluate, triage, and decide whether or not to escalate correctly. I was one of the people who had their original Xbox catch fire. It happened the first time powering it on with the replacement power cable that was supposed to stop that from happening.  MS replaced it right away without asking for any proof of purchase. Luckily the only damage was losing all my saves and some scorch marks on the desk.
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Jun 5, 2019 16:32
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CollegeCop posted:I am in desktop support for a large retail grocery chain (ignore my username, I got a new job, but I like it, so I'm keeping it) If it's nearby, you should assist with disposing of that ice cream. It's a kindness, really...
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Jun 5, 2019 16:48
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urgh there was an email last month from HR "yes we know all your payslips are wrong we are working on it" didnt really pay attention as it didnt mess my pay up and SAP is way out of my remit so i assumed nothing i could do. Turns out, the reason it got messed up is there has been some legal precedant to do with overtime, so someone created a bunch of macros in a spreadsheet to sort it out but it went wrong. Now our HR have lost confidence in the spreadsheet and they are going to do their own thing, we have 4 other sites im not responsbile for, who i assume will all have their own opinions on this spreadsheet... wonderful
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Jun 5, 2019 16:51
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Neddy Seagoon posted:If it's nearby, you should assist with disposing of that ice cream. It's a kindness, really... Unfortunately, that store was almost a thousand miles away.
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Jun 5, 2019 17:10
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angry armadillo posted:urgh ugh this should be handled in some way that is not manual processing or spreadsheets; how is this so hosed up in SAP? I did a fuckoff huge project that dealt with this; you have legal get all the requirements for your state(s) and then have contractors program it while in-house people test it for when contractors gently caress it up.
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Jun 5, 2019 17:57
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angry armadillo posted:urgh Why the hell is this in a spreadsheet at all?
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Jun 5, 2019 18:11
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When all you have is a hammer every problem looks like an #REF!
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Jun 5, 2019 18:56
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duz posted:When all you have is a hammer every problem looks like an #NUM?  That is, until it looks like an #N/A
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Jun 5, 2019 18:57
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The problem with payroll and overtime in particular is that the rules in some states are a bit on the insane side, and most payroll systems are not set up to handle it. For example, in the state I'm in overtime is not just straight time and a half unless you only work for a single pay rate. If you work two or more pay rates, it's 1.5 times the average rate for hours worked. So if pay is biweekly and in week 1 I worked 30 hours at $15 per hour and 15 hours at $17 my overtime rate for the week would be 1.5*(30*15+15*17)/45, or $23.50. In week 2 I worked 20 hours at $15 and 29 hours at $17 so my week 2 overtime rate is 1.5(20*15+29*17)/49, or $24.28. In this example I have two very different overtime rates for the same pay period and neither of them could be properly calculated before the pay period closes. Our payroll system is not capable of doing this calculation for us either, so we have to do it by spreadsheet. For each and every employee. 
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Jun 5, 2019 19:31
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PremiumSupport posted:The problem with payroll and overtime in particular is that the rules in some states are a bit on the insane side, and most payroll systems are not set up to handle it. Plenty of WFM/HCM products handle this, it just requires effort and not buying the cheapest software you can find.
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Jun 5, 2019 19:49
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duz posted:When all you have is a hammer every problem looks like an #REF! I see you are familiar with our new project management processes
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Jun 5, 2019 20:03
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PremiumSupport posted:The problem with payroll and overtime in particular is that the rules in some states are a bit on the insane side, and most payroll systems are not set up to handle it. How do you have 2 different pay rates for the same job? Also: I've never been happier to be salary than when I've finished reading the last few posts.
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Jun 5, 2019 20:18
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Shift differential for working nights/weekends/holidays?
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Jun 5, 2019 21:53
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AlexDeGruven posted:How do you have 2 different pay rates for the same job? Different rates for different jobs, same employer. Under state law because the work is done for the same employer you have to lump the hours and average the rates for overtime calcs. We have people on our payroll with 20 different rates they could clock into depending on what they need to be doing and where they are working on a particular day. MF_James posted:Plenty of WFM/HCM products handle this, it just requires effort and not buying the cheapest software you can find. We're a Not-For-Profit, low cost is the rule of the day, every day.
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Jun 5, 2019 21:59
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PremiumSupport posted:Different rates for different jobs, same employer. Under state law because the work is done for the same employer you have to lump the hours and average the rates for overtime calcs. We have people on our payroll with 20 different rates they could clock into depending on what they need to be doing and where they are working on a particular day. Sounds like you could save a bunch of money by just paying out overtime out of the top bracket. Or, you know, throw that whole system out the window
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Jun 5, 2019 22:25
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Wibla posted:Sounds like you could save a bunch of money by just paying out overtime out of the top bracket.
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Jun 6, 2019 00:20
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A ticket came in: "I'd like IT to install <random VPN software> on my computer because I'm going to China and want to get around their firewall." ... No.
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Jun 6, 2019 00:31
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DigitalMocking posted:A ticket came in: I agree about the random VPN provider, but they should absolutely be using the corporate VPN in full tunnel.
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Jun 6, 2019 00:33
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They should be issued a 1-off laptop for a trip to china imo
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Jun 6, 2019 00:51
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DigitalMocking posted:A ticket came in: 
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Jun 6, 2019 01:26
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MF_James posted:They should be issued a 1-off laptop for a trip to china imo That's what we do for employee travel to insecure countries. The fun one was when we bought a suite of software, then found out the company refuses to do business in India. But they wanted us to hire a team in Hyderabad to maintain it. Yeah, we'll totally have a huge pool of potential employees to pull from, in a country where no one is allowed to run the software in the first place. Gud jerb.
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Jun 6, 2019 02:36
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MF_James posted:They should be issued a 1-off laptop for a trip to china imo This.
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Jun 6, 2019 09:46
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MF_James posted:They should be issued a 1-off laptop for a trip to china imo Dirt Road Junglist posted:That's what we do for employee travel to insecure countries. I've heard that quite a few companies are adopting the policy of burner laptops for travel to China. Literally burners as they get destroyed after the trip, not just wiped and then put back into circulation. Which seems both wasteful/paranoid and yet perfectly sensible. Anyone doing that?
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Jun 6, 2019 10:18
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