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Thanks Ants posted:If the original change request was to add subnets on a router and didn't specify touching AD at all then going into AD to add the subnets to the sites (and presumably reverse DNS zones) is not part of the same change. it will have been to add them onto the dhcp server (as in on a DC) and simultaneously do the routing changes (As another team does that) i think they just forgot to do AD sites and services when they did dhcp. but i think my beef is the 'how do we stop this happening again' element - i dont think we have process for that at all (we think we are bigger than we are)
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May 12, 2021 16:40
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Thanks Ants posted:If the original change request was to add subnets on a router and didn't specify touching AD at all then going into AD to add the subnets to the sites (and presumably reverse DNS zones) is not part of the same change. I agree. One of the things I tell my team is that the procedure documented in a change request isn't makework, and it's not entirely just to make sure the person making the change knows how to do it. It's also a way of recording that change approval governs specific steps. If I approve a change, the person follows the change documentation, and it results in an outage, then that's on me and all the other reviewers / approvers rather than the person making the change. We had the chance to foresee and prevent the outage, but we didn't. On the other hand, if the implementer does something not covered by the change plan, and it results in an outage, the responsibility is solely theirs, and that can be real bad for your career if the consequences were bad enough.
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May 12, 2021 16:41
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Zorak of Michigan posted:I agree. One of the things I tell my team is that the procedure documented in a change request isn't makework, and it's not entirely just to make sure the person making the change knows how to do it. It's also a way of recording that change approval governs specific steps. If I approve a change, the person follows the change documentation, and it results in an outage, then that's on me and all the other reviewers / approvers rather than the person making the change. We had the chance to foresee and prevent the outage, but we didn't. On the other hand, if the implementer does something not covered by the change plan, and it results in an outage, the responsibility is solely theirs, and that can be real bad for your career if the consequences were bad enough. i think that's the answer - they achieved the underlying objective of having more addresses at a particular site and it works perfectly so it's all good. we just missed a step and we should learn from it - it's not even causing any user issues so it's no biggie.
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May 12, 2021 16:43
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Sepist posted:I'm having some difficulty determining what to do with a particular team member. When I was promoted I was handed this person from another team because their role didn't align with their workload but made more sense for the infrastructure team I run. I was warned that this person is pretty directionless and needs to be told what to do. This is somewhat me with my team. They are doing perfectly fine doing break fix stuff but I want them to start doing more project work that will directly improve their work life because they won't be spending so much time doing dumb poo poo. As a result I'm giving them a 6 month objective list that we are collaboratively deciding on. Oh you spend a lot of time imaging manually? Let's roll out something to make that easier for you. They now have a broad objective they came up with, have to take ownership of it, and can be used as part of their performance reviews of stuff they accomplished throughout the year. I have a list of 6 month goals with my management and that should filter down to the team as well. My goals are incentivized by a 10k increase in pay that is written down pending completion, so I am drat sure going to accomplish them.
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May 12, 2021 16:58
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I've moved from everyone doing break-fix to having the on-call handle daytime breakfix and escalating/asking for help within the team as needed. Everyone seems to prefer it that way as it allows most people to work on project work and everyone has 1 week on/4 weeks off ad-hoc work and promotes everyone knowing how to break fix the environments.
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May 12, 2021 17:03
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Sepist posted:I'm having some difficulty determining what to do with a particular team member. When I was promoted I was handed this person from another team because their role didn't align with their workload but made more sense for the infrastructure team I run. I was warned that this person is pretty directionless and needs to be told what to do. This strictly a question for management unless they're okay with this employee spending this amount of time with personal stuff.
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May 12, 2021 20:10
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Crosby B. Alfred posted:This strictly a question for management unless they're okay with this employee spending this amount of time with personal stuff. OP is the management.
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May 12, 2021 20:40
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In TYOOL 2021 my new company is shipping a desk phone to my house. Problem is, I dont really have space on my desk, nor do I want to run a cable through my living room to hook it up.
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May 12, 2021 20:47
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My employer used COVID as an excuse to migrate to teams voice and it supposedly saves nearly 8 figures/year
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May 12, 2021 20:54
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Sickening posted:OP is the management. I missed that but in any case I guess it's time for one on one meeting where someone's priorities are discussed. The Fool posted:My employer used COVID as an excuse to migrate to teams voice and it supposedly saves nearly 8 figures/year I believe it, hardware VOIP is literally that expensive.
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May 12, 2021 21:11
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We've been shoving people towards Teams / other cloud voice platforms over the past year, out of about 2000 seats we've had less than 100 requests for deskphones. People are more than happy to work from home and use an iPhone app for calls, or a USB headset for longer stuff. We'd never have gotten acceptance to remove telephones if covid hadn't given us the excuse of "yeah the logistics for this is going to suck".
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May 12, 2021 21:23
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I know this has been done to death but for ‘smaller’ shops (aka those not using ServiceNow to magick everything together), what’s your new user and equipment request workflow? Since I’m now Mr. Manager I want to change our current mess of a pdf form that is printed and signed or sent to Adobe and signed and printed and scanned again (if we’re lucky) into something a little more streamlined. The other day I got a loving pdf from HR that was filled out minus the manager signature, and later I got a blank one with just the employees name and the manager signature. Not great. We ask for stuff like specific programs they need access to, equipment, start date, name, the usual. Ideally we could run this out of our service desk system or use something else that then feeds the data into the system.
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May 13, 2021 00:55
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We have all that stuff in our payroll system. Managers get pinging to fill out their stuff every 4 hours and then IT gets an email with the info.
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May 13, 2021 01:09
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Our timing for transitioning telephony to Teams for everyone except the contact center couldn’t have been better, we got it done in February of last year. When they sent everyone home from the office, the entire company didn’t skip a beat.
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May 13, 2021 01:16
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When I got my first big boy job out of college, we had Avaya VOIP phones. Having a fancy desk phone made me feel like I had "made it". After moving to Skype and then Teams Voice, I hope to god I never have a physical desk phone ever again. Unrelated - back then, the word on the street was that our administrative staff were tasked with calling people's lines at random to see if everyone was keeping their voicemails updated. The expectation was that you would state the current week and what days you would be in the office. Was this a normal thing anywhere else or was it just my toxic corporate hellscape?
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May 13, 2021 01:43
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Cenodoxus posted:The expectation was that you would state the current week and what days you would be in the office. i've never had a desk phone before but what the gently caress?
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May 13, 2021 01:47
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Cenodoxus posted:Unrelated - back then, the word on the street was that our administrative staff were tasked with calling people's lines at random to see if everyone was keeping their voicemails updated. The expectation was that you would state the current week and what days you would be in the office. Was this a normal thing anywhere else or was it just my toxic corporate hellscape? Cenodoxus posted:toxic corporate hellscape?
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May 13, 2021 01:51
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 It all makes sense now
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May 13, 2021 01:59
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George H.W. oval office posted:
"full of opportunity" 
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May 13, 2021 02:07
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My desk phone now has over a year's worth of unheard voicemails on it. Technically I could forward those calls to my cell but I haven't missed anything important in a year so why bother? All those voicemails are almost certainly cold sales calls, users trying to bypass the help desk, and wrong numbers. Good riddance.
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May 13, 2021 02:17
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I ignored my voicemail so long I got an email from the help desk asking if I wanted it and if not they could delete it for me. Of course I said yes. Then some years later they upgraded to voip and the new system reinstated my voicemail.. which I still ignore. But now we have Slack and no one uses phones anymore so it doesn't matter.
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May 13, 2021 02:38
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People get in trouble here if they don't at least delete their voicemails after x days. Managers get reports how many voicemails their users have every week.
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May 13, 2021 02:44
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Spring Heeled Jack posted:I know this has been done to death but for ‘smaller’ shops (aka those not using ServiceNow to magick everything together), what’s your new user and equipment request workflow? There are dozens of different technical solutions that you can use but if you don’t have hr buy-in you’re going to constantly struggle with compliance. It works best if your hr can say “yes, you can have access to our system” but if you don’t have that you’ll need hr’s help keeping hiring managers compliant.
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May 13, 2021 03:04
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Cenodoxus posted:Unrelated - back then, the word on the street was that our administrative staff were tasked with calling people's lines at random to see if everyone was keeping their voicemails updated. The expectation was that you would state the current week and what days you would be in the office. Was this a normal thing anywhere else or was it just my toxic corporate hellscape? When I got my first MSP job - which was a 4 person operation targeting small businesses with one or two servers - the employee handbook said that everyone was expected to update their voicemail greeting every day with the current date. I had a waking nightmare flash before my eyes where I had to quit in my first week or two because there is no way in hell that I would ever do that. No one ever checked. Also, no one else did it.
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May 13, 2021 04:01
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I deleted my voicemail and I did not realise how long some people will just let it ring if no answers because we don't have a busy function or anything like that:(
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May 13, 2021 06:29
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We have been trying to get management to let us move forward with a long-planned Teams PBX project to replace an ancient PBX and the idiots are going to wait until everyone is back in the office before they do it. Thankfully, won't be my problem much longer.
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May 13, 2021 06:39
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Cenodoxus posted:When I got my first big boy job out of college, we had Avaya VOIP phones. Having a fancy desk phone made me feel like I had "made it". After moving to Skype and then Teams Voice, I hope to god I never have a physical desk phone ever again. I had to record a new message every day when I worked for a company with a big red X as a logo. I did it for about two weeks and then recorded a generic one and left it at that.
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May 13, 2021 12:29
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Biowarfare posted:i've never had a desk phone before but what the gently caress? Maybe this is a left over relic, but it's to let people know if you are even in office. So I might record a greeting like, "Hi this is Bonzo. For the week of May 9th I'll be in office 9-5 and upcoming PTO is June 1-5" or something like that. Mainly its so if someone leaves me a message Monday morning, but I'm out for two weeks, they'll know why I'm not calling back. However in the world of email, text, IM, social media, sky writing, etc. that's sort of not needed anymore. My (former) company gave me a phone and a few years later gave us access to Jabber. Soon I just used Jabber all at the time and removed the phone from my desk so I could add another monitor. Even then I barely used it since most of my calls and meetings were webex.
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May 13, 2021 12:50
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Happiness Commando posted:When I got my first MSP job - which was a 4 person operation targeting small businesses with one or two servers - the employee handbook said that everyone was expected to update their voicemail greeting every day with the current date. I used to install phone systems for a living and every day was a walking nightmare. Imagine you work in an office, you are on the phone every day all the time Friday you go home, and Monday you come in, and there's just a new phone there with new buttons, features, different extensions, everything. And there's 100 people as confused as you and I'm standing around in a tie saying "no no no it's 'transfer' 'extension' 'transfer'" and you ask how the lines are setup, what's line 1? am I'm trying to explain that a voip system doesn't have "lines" like a key system and everyone hates me and I want to die
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May 13, 2021 14:12
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I refuse to even record a greeting. You get the machine lady telling you whatever. I had someone in management pester me over it repeatedly when I was younger and I finally just said that I don't want anyone leaving me voicemails and if that discourages them from doing so, then good. Such a dumb thing.Jerk McJerkface posted:I used to install phone systems for a living and every day was a walking nightmare. Imagine you work in an office, you are on the phone every day all the time Friday you go home, and Monday you come in, and there's just a new phone there with new buttons, features, different extensions, everything. And there's 100 people as confused as you and I'm standing around in a tie saying "no no no it's 'transfer' 'extension' 'transfer'" and you ask how the lines are setup, what's line 1? am I'm trying to explain that a voip system doesn't have "lines" like a key system and everyone hates me and I want to die Please, trigger warning.
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May 13, 2021 15:49
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Sprechensiesexy posted:In TYOOL 2021 my new company is shipping a desk phone to my house. Problem is, I dont really have space on my desk, nor do I want to run a cable through my living room to hook it up. If you can't get them to work with you on that, at least the wire aspect can be dealt with because in the 802.11ac era the experience with a WiFi phone finally doesn't suck. I have a lot of clients shipping Yealink T53Ws to employee homes with great results. Crosby B. Alfred posted:I believe it, hardware VOIP is literally that expensive. A cheap but functional desk phone costs $35. One that does everything 95% of users need their desk phone to do costs $45. One that has WiFi and Bluetooth for easy WFH costs $100, and the top-of-the-line executive touch-screen phone comes in a bit under $200. To get to 8 figures we'd have to be talking about hundreds of thousands of phones. And even then it'd be a one-time cost plus maybe a few more a year, certainly not significant annual savings. Jerk McJerkface posted:And there's 100 people as confused as you and I'm standing around in a tie saying "no no no it's 'transfer' 'extension' 'transfer'" and you ask how the lines are setup, what's line 1? am I'm trying to explain that a voip system doesn't have "lines" like a key system and everyone hates me and I want to die So glad we have a platform with working BLF and parking lots to deal with these people now.
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May 13, 2021 17:14
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wolrah posted:and the top-of-the-line executive touch-screen phone comes in a bit under $200. ??? Poly CCX 600 is usually around $400. Then add the wireless headset. I think you can save a lot of upfront cost with going the softphone route, but I assume most people are going to give users a flex budget or something for headphones that will cost more in the long run. If you're budgeting like $100 every 2 years (probably closer to $200, tbqh), you are going to spend more on that than you would on a handset over ~10 years or whatever.
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May 13, 2021 17:30
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We have desk phones here but I don't know who uses them. Probably the office havers. I'd love to see us go to teams, we're in the middle of the long migration to full O365 stuff and are a global company, so the pandemic was just an "ahh these are the tools we need" moment. Mine has never rung and I've been here a month & it's still assigned to someone else "technically." I have a work iPhone and so does everyone else who could possibly need one. We really should eliminate.
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May 13, 2021 17:35
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wolrah posted:Any system for which a desk phone could be shipped to your house can support softphones. Whether or not your phone people are willing to do it, or whether there's some absurd licensing cost associated, those are open questions, but if they can send you a desk phone they can provision you a softphone. I have a softphone, I have been using that since I joined. But my manager and most of my teammates are like 15 year company veterans and they are from the phonecall generation instead of IM and email so I figure thats why everyone on our team gets one by default.
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May 13, 2021 17:49
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Internet Explorer posted:??? Ew. Buy Yealink instead - all the features, 1/3 the price. Though as otherwise stated, do never buy deskphones anymore. Who still pays full price for Polycom bullshit? It's 2021, we don't have to bend over and take the idiotic hardware VOIP pricing of the 2000s when Cisco wanted $450 for a phone with 100 megabit Ethernet.
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May 13, 2021 19:10
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What can I tell you, people still buy Polycom phones and people still pay a lot of money for them. I have a quote infront of me right now for a bunch of Yealink T58As that come out to almost $450 each over 3 years. Some of that is support, yes, but again, that's what the cost to the business is. Before anyone says anything, it's not my project and I don't care. 
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May 13, 2021 19:22
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Poly have gotten a bit more realistic in the past few years and their new stuff is pretty well priced. The build quality differences between CCX phones and Yealink stuff are really noticeable. But, as always, gently caress hardphones.
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May 13, 2021 19:43
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wolrah posted:While I'm definitely a proponent of softphones on a personal level, this isn't really true. Saving 8 figures has to be mostly on traditional PBX vendor licensing and/or support contracts, not the phones themselves. That I what I mean, if I am not mistaken even if you buy a Cisco VOIP Hardphone off of Ebay you'll still have to pay the cost to license it and attach it whatever management software.
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May 13, 2021 19:57
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Okta is having an outage that has knocked out almost all of our internal and client facing services. This happens once a year, and once a year someone says "why don't we just replace okta with azure AD" which also has outages so if we ever did that the conversation would become "why dont we replace azure AD with okta"
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May 13, 2021 20:00
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Sepist posted:Okta is having an outage that has knocked out almost all of our internal and client facing services. This happens once a year, and once a year someone says "why don't we just replace okta with azure AD" which also has outages so if we ever did that the conversation would become "why dont we replace azure AD with okta" What about on-prem authentication instead? 
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May 13, 2021 20:20
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