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Two decent calls today: 1)  "Our scheduled task refreshing our data on the server hasn't been running for a while, so we've just been doing it manually" "Hmm... it hasn't been running since 21/12/2014. Neither have most of your scheduled tasks. All of them use the credentials of xxxxxxxx, is she still here?""No, she left in December. Do you think that's related?" (person I was talking to was their Server Admin) 2)  "User is getting an error from your software when he tries to save a file that H:/data isn't accessible""Is that drive mapped on their computer""No, we took away the mappings to the share drives because the users were storing other things on there."
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Mar 30, 2015 05:50
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| # ¿ May 15, 2024 14:35 |
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Today's winner for quality user for me: Customer emails me to tell me they're having trouble with one Surface not being able to install our software. I call him back and leave a message for him with his secretary since he's in a meeting. She makes me spell out my name, business and reason for call. He calls back 5 minutes later to our Customer Care team rather than the number I left, doesn't know who called him but knows that he needs help now and is generally rude. Whatever, people are rude sometimes, it doesn't matter. I ask if I can remote in to look at the problem, he puts me on hold because he's not sitting in the same office as the computer that he called us about. Um, OK. On hold for 10 minutes, he then comes back and tells me that the computer isn't onsite today and he'll have to call back another time. He then just hung up the phone. How do people become this stupid?
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Apr 9, 2015 05:40
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iRend posted:If anyone is in Sydney or looking to move there, I have a lovely security job for you. Upgrading firmwares, project work, compliance. Starting wage at least ~90k. Everyone who has applied so far is overqualified, we need someone who's going to stick around for a few years. Knowledge of proventia, juniper, qradar, etc is a plus, but not absolutely essential. Lots of silly hours in data centers plugging in appliances, and working from home. Why in God's name did you post this just after I moved to Brisbane :'(
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Apr 23, 2015 02:46
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A slightly concerning ticket came in...quote:Is there a way to turn off the “Audit Trail” function under the Profile of the documents in records. For example, if we check a file, open it. make it final, it is all recorded under the Audit Trail. Can we turn this function off or is there an option where we can edit the data recorded? I called the user and she was laughing about it - apparently her accountancy firm is about to be audited and the senior partners are freaking out about what's in all the file logs for their records and yelled at her to find out if it was at all possible to get rid of. Nothing suspicious at all....... She was cool with being told no, since she is actually pretty nice and won't be in the firing line once whatever dark secrets are revealed.
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Apr 29, 2015 07:41
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Gwaihir posted:That's amazingly impressive. I think the "best" comparable ticket stat I had for a user was for passwords, when you divided number of password reset tickets just by the number of months we had helpdesk records for, it came out to over 3 password fuckups per month. For five years. Our best performing user managed to create 1500 tickets (and still more on the way) from one email. We work with offices all over Asia Pacific and one of our Japanese users sent a file attached to the email with kanji in the filename, which sent our (US built) inhouse ticketing system into meltdown recreating the same ticket over and over again every minute or two. It took us several days to get the US team responsible for it to actually kill their server so it would stop and actually delete the offending email. The *glorious* system also had no mass close option so we had to individually close each ticket which totally hosed our productivity for three days. On the upside, my number of tickets closed statistic in my yearly review looked loving awesome 
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Jun 12, 2015 07:33
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Methylethylaldehyde posted:"$500, up front, no guarantees I'll be able to recover anything, and you'll be billed separately for the hazmat disposal fees". I have all the PPE to do asbestos remediation, I wouldn't mind tearing that apart to get the HDD out, especially not for $500. Charge that, take it in the back and just dispose of it immediately. " sorry, couldn't get anything off it "
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Jul 19, 2015 07:42
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Migishu posted:I've never been told "go home" whenever I left a job. Last place I worked at wanted me to give 4 weeks notice, for some ungodly reason. I gave them 2. Kinda hard to not when I was moving on a specific date. Interestingly, here in Australia, 4 weeks notice is normal and I've never seen a full-time position with less. Never seen anyone not have that time being used as training for replacements or for documenting things.
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Aug 16, 2015 08:45
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Or advising him to add the inevitable added expense to the budget review.
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Aug 18, 2015 04:47
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divabot posted:How does Jira work for helpdesk ticketing? We use the bugtracker version for bugtracking/ops-ticketing and, in 15 years of using various bugtrackers and ticketing systems, it's the very first I've ever used that almost didn't completely suck maybe. There's apparently a version tweaked for service desks. It's pretty good, and I'm not just saying that because half of my team at my last job got poached to work on it...
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Aug 21, 2015 12:28
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OB_Juan posted:Only one ticket came in for tomorrow. It's for 11pm. To have something done that won't impact anything. So just lie and do it during work hours and hope nobody realises?
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Oct 2, 2015 05:48
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Re: A ticket came in; We discussed whether to dry age or smoke it before closing.
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Oct 9, 2015 13:17
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Agrikk posted:Government work. I'm not sure how condescending I'd be to one of my users if they pulled that poo poo but I'm thinking the answer is "a lot".
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Oct 24, 2015 06:38
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MrMojok posted:Do you want Outlook 2010 to start in safe mode every time? Then be sure to install KB3114409 Been dealing with calls about this all morning since we have an addin that is critical for all our customers that obviously doesn't run in safe mode. On the upside, my general email to all clients was a good excuse to tell them all we're ending Office 2010 support as of 31/12/2015 so that was a bonus
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Dec 10, 2015 02:44
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Yippee! We're closed from the 24th till the 4th and all our clients are winding down and not sending in issues! Except for three on the other side of the country that have gone insane and sent in 400% more tickets between them than we'd normally get per day from our entire workload 
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Dec 22, 2015 07:26
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I've never had any trouble with my Samsung colour laser wireless printer 
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Feb 18, 2016 12:33
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what in the everlasting gently caress.
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Mar 7, 2016 02:45
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Some of our clients seem really proud that they fired their IT team to save money and then are quite confused when we tell them a list of highly technical things need to be done for their system to work with our software (that would always be done by IT and are trivial for them) and then quite angry when we won't do it for them because it's not our job and they fired the resources there that were qualified to do them.
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Mar 10, 2016 07:22
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jre posted:This sounds reasonable, if they've never heard of this issue before it's probably something wrong with your switch / router configuration True, except it's apple, who haven't been averse I'm the past from trying to sell this sort of thing under the rug until enough media was talking about it.
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Mar 10, 2016 11:07
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The sarcasm in that blog post was almost too delicious to consume in one sitting; actually, I might have to leave some to enjoy tomorrow.
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Apr 7, 2016 13:33
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Neddy Seagoon posted:Iirc a few months back they bragged about going from what was by all rights a stable setup with multiple redundancies to one with like one or two potential points of critical failure. Can someone please link this, I need some schadenfreude please.
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Apr 11, 2016 02:47
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kensei posted:A ticket came in: nah I'm sure it's just a coincidence.
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Apr 15, 2016 01:59
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RFC2324 posted:I usually let them know the new password on the way out, and tell them what I did to improve performance and security. For my curiousity, do you enjoy getting tech support calls for the next 12 months about totally unrelated things because they associate the fact you touched something IT related so you must have broken something else?
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May 24, 2016 04:15
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I'm worried about the jagged cuts in the cables in the middle of the picture 
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May 25, 2016 06:04
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anthonypants posted:That's the panorama mode screwing around! Sure it was 
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May 25, 2016 13:05
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Our loving developers. I just found out for a ticket we've had open for 12 months where a client couldn't connect to our servers and was threatening to leave they've had a hack solution the entire time they just never told us about. Today they deigned to tell me it and lo and behold it works immediately. The solution was already in production, it was just a flag in the configurations file that they never mentioned existed. Their excuse was "oh it's a bit of a hack and we want to make a better solution when we get around to it". It's cool guys it was only a multi-million dollar client that was days away from cancelling no worries, it's all good
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May 26, 2016 05:36
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I think the correct answer is "gently caress off". I'm very glad I work for a small software company that has all our accounting and law customers by the balls so we're able to tell them point blank that we don't support anything older than windows 7, server 2008 r2, or office 2013. Anything older than that and they're officially on their own if anything has issues. They gripe a bit about it but I'm the head of support so I get the fun job of telling them to update their POS machines to something made in the last decade. It's also fun seeing all their crypto infections and getting to break the news to their IT departments. Mostly because I don't have to fix any of them.
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Jun 12, 2016 22:49
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I always put effort into fixing my home main gaming machine because if it's working then I get to work at home one day a week. They can pry my home day from my cold, dead fingers. It is the greatest thing in the world.
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Jun 21, 2016 00:38
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Yeah, I remember the standard "we just back up the user folder, is there anything else we need to backup" conversation. Occasionally followed up by a sheepish direction to the porn directory. More funny were when you were out fixing a teenager's computer and the parents insisted on sitting in on that part of the conversation and the kid going fluorescent red. Worst/funniest was when a dad got me out to fix his daughter's computer that apparently was having problems. Her room and the whole house was super-full of ultra religious stuff, but when I powered up the machine her MSN popped open immediately on startup and the profile pic was her in a very revealing photo - the Dad was the most angry I've ever seen anyone in person since of course he was sitting next to me. I would have hated to be her when she got home from school.
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Jun 28, 2016 00:08
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In unrelated news Why the gently caress do clients call describing a problem at someone's machine and when I start asking questions immediately respond "Oh I'm not at his PC at the moment" and then take 5 minutes to go there (or not be able to because they're using it). How the gently caress do they think I'm going to fix the problem?
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Jun 28, 2016 00:21
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We have the cloud version of our software in the early stages of rollout to clients and for them to copy their existing data to it we need to install a piece of software on their machine which appears as a mapped drive. The users then copy the files into the only subfolder in it and they automatically upload. The files have to be in that folder, but otherwise there's no real structure they need to be in. Had a client on Friday who literally couldn't comprehend how to copy or paste even though he's ostensibly their IT admin; after 45 minutes of showing him how (which eventually got down to me literally step by step showing him how to select a folder, right click copy/paste) he said he understood and would proceed. Monday morning he emailed his client care manager saying it hadn't worked, I was totally condescending and he was angry at the whole process and that it was too difficult. I logged in remotely and he'd managed to cut and paste (or at least, attempted to) his data folder onto a totally different mapped drive which subsequently ran out of space
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Jul 25, 2016 01:04
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Mo_Steel posted:
I have literally no idea. The guy is literally the dumbest "IT Professional" I've ever met. He can't do even the most basic things you'd expect someone who's walked past a computer store once in their life would be able to do. It's inexplicable.
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Jul 25, 2016 14:18
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How does he even have other mapped drives at that level of understanding? Did a VAR setup Group Policy for his company or something?
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Yay I just got a new support person under me to work on the frontlines so I now have 3 people I get to marshall to ward off the waves of angry users. Chatted to my developer friend at lunch who did her technical skills interview. She got 0% on the exam and he recommended not hiring her, but the GM did anyway. The first question on the exam was "What's a way to find out the IP of the computer you're using?" The exam was verbal, and we would have accepted any vaguely right answer. 0%
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Aug 5, 2016 04:26
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nexus6 posted:Surely at some point you could have said 'Google' and have it accepted as a 'vaguely right answer'. I honestly would have accepted Google as an answer (although I would get them to explain what they'd search, and try to get them to explain what an IP address is to some degree). I already have one useless person I'm only barely able to trust with basic tasks, it'll be awesome with a second. Especially with the CEO pushing the devs to shove out new features and software to our clients irrespective of how complete they are or how error-riddled they are. Support load is already over three times normal capacity. In our quarterly review meeting one of the sales guys literally asked me why we don't just close more tickets and all I could do was laugh in his face. For reference, our normal load is 30 odd open at any time, at the moment we have over 110. FML
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Aug 5, 2016 23:01
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Knormal posted:So I'm guessing she's hot then. She'd better be 
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Aug 6, 2016 07:54
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Thanks Ants posted:Google Apps is really badly let down by the management tools Most businesses are really badly let down by the management tools.
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Aug 11, 2016 01:15
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I've been away from the thread studying (and passing!) my CCENT and also being in and out of lucidity/conscious from painkillers and scotch after shattering my finger playing soccer but I have to say I'm very proud my post got to be the thread title 
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Aug 21, 2016 05:38
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pr0digal posted:Congrats! Thanks! Now i get to power self study to get icnd2 before it changes  . Hopefully I can stop needing the drugs soon because at the moment the idea of reading anything complicated is basically impossible. I'll just go do some more aimless flying around in NMS, it's very relaxing.
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Aug 21, 2016 06:14
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Renegret posted:hi5 CCNA cramming buddies The last minute cramming is always the most important - I could count at least 5 questions on my test that related directly to things I'd reread a few minutes earlier and scribbled on my whiteboard the second I sat down, and without having done so I would have struggled with.
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Aug 22, 2016 00:23
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Quick question that's probably been answered before: Does anyone know of a decent free online product that I could use to set up a problem/solution database for my first level techs? There's a shitload of simple issues they have to deal with that would be made way more efficient with some easy online site where they could just search keywords and find an explanation/solution. e: it would be useful if each of them could log in as themselves to make edits
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Aug 24, 2016 07:24
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| # ¿ May 15, 2024 14:35 |
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ConfusedUs posted:Basically you want a wiki. There are dozens of them. The odds of my team increasing are 0  . I'll be lucky if I can keep it at the 3+me it is at the moment.
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Aug 24, 2016 07:40
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