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I've gotten tickets about network slowness from another IT group that decided to run Rsync between branch servers in the middle of the afternoon. When I change the policy so it can't take as much bandwidth, I get complaints that the Rsync is taking too long. When asked why they don't queue these up for evenings I don't get a response.
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Dec 3, 2008 05:41
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When I worked on a Helpdesk, I had to work the occasional Saturday for the handful of sites that were open. Hours were 8:30 - 2:00, with 90% of the calls between 8:30 and 9:30, that day we usually had about 4 calls. On morning, I got in and noticed there were messages on our afterhours VM box. After I finished singing in, I checked the messages. First one: 7:20 Hi, I can't log in. Thats it, no call back, no name, nothing. 2. 7:25 This is Deb, please call back, I can't log in. Ah hah, a first name. 3. 7:30 This is Deb at xxxxx, I still can't log in, why haven't you called back, customers will be showing up soon. Alright, a name and location, now we're cooking, but customers won't show up there for another hour and a half. 4. 7:35 If you people won't call me back, how am I supposed to do my job, I'm calling my manager. 5. 7:40 Fine, you guys are lazy and incompetent who never return calls. I'm going home and filing a complain. 6. 8:40 Hi, please ignore the calls from Deb, she was confused on the time and wasn't feeling well, thanks Deb's Manager. On Monday we had a notice to remove her account.
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Dec 4, 2008 23:38
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Our help desk has frequent issues with punctuation and spelling, and it has gotten to the point where I now correct the tickets sent to me. I'm not saying they have to get Mr. Language Person in their tickets, but having receive spelled correctly in an ticket about email would make me a happy person.
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Dec 12, 2008 00:08
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Last year in the summer Wyoming/Colorado had a lot of flooding and even a tornado near Denver, well, as it happens Verizon/MCI directs a lot of their T1s to point that direction. So, when T1s started going down, we had a lot of branches left with no internet service, and people were getting upset with us. Since the outage was affecting a good chunk of southern Wyoming, I knew it was something big and probably wouldn't be fixed right away. I talked to our provider and they found out from Qwest that flooding had washed away some fiber lines that crossed a river. At the time, the river was still rising and they were trying to get equipment sent over to fix the cut, but they had to delay starting until it was safer. So, I added that to the main ticket that was opened because of this, told the people at the branches and said there was nothing I could do, and I didn't expect things to be repaired for a few days. The next morning I had 7 new incidents talking about branch outages that our help desk sent my way. I started getting calls from help desk people asking for updates, despite that I told them yesterday. Next day, only had 5 related incidents to this. For some reason, the HD decided to record every call as a new incident and blindly transfer it to me and ask for updates. Every day, I'd attach the incidents to the main one with a note telling them to check the main ticket, and move on. Apparently they weren't drawing a connection to "Everyone in this area has no internet access" and where the people reporting the problem was.
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Jan 7, 2009 22:30
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Jerk McJerkface posted:I just got this ticket seconds ago: Our phone guy gets those a lot. "I had a phone call that disconnected on Tuesday, I think it was too a cell phone."
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Feb 3, 2009 22:50
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devmd01 posted:We laid off the entire helpdesk a few weeks ago with the exception of 1 person, the best guy they had. He didn't want to be the only helpdesk tech, so when the helpdesk manager gave him his paycheck that following Friday, he handed the manager his blackberry and walked out. Who's idea was that? "Lets fire our entire help desk, oh poo poo, no one is answering calls at the help desk."
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Feb 4, 2009 17:20
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Needs to have access to https://www.license.shorturl.com. Needs this website so she can pull people's driver's licenses for loans. She said this was kind of urgent. Transferring to IM. -- 2/18 --- escalating to WAN -- 2/18/09 --- See attached. - -- The site is a joke license creator. Somehow the user thought the site was legit, send it to the Help Desk, they thought it sounded legit as they can't view the site either, but the suspect URL didn't send any flags up. I got it, copied the picture it creates, and sent the ticket back.
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Feb 19, 2009 00:39
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Midelne posted:It's a good thing that the ongoing campaign to re-educate users and shift them toward safe browsing habits is bearing fruit. I just want to know how someone thought "Driver's Licenses available online for free? Why that sounds completely legit!"
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Feb 19, 2009 00:51
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Got a complaint today about echoing on a video conference. Found out the people not only had the video conference going, but were also using the teleconference system for people who weren't at a site with video conference units.
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Feb 20, 2009 22:00
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Griz posted:they underpay everyone and are apparently proud of it - they put up slides at one of the company meetings showing how all the developer salaries are in the lowest quartile nationwide and the highest-paid developer is "approaching the second quartile". My boss had been pushing for raises for his staff and others in our building, but the corporate HR people didn't seem to think people were under paid. So he got a bunch of job postings and salary info and we found out the National Guard is paying more. Even the state government has done a remarkable job in getting people from us.
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Feb 22, 2009 09:41
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Jerk McJerkface posted:I just got a ticket that one of my clients was firing three people. They got called into a meeting, and as they went in, the director handed me a manilla folder with a termination check list. A few years ago, one of my co-workers on the help desk got a ticket to lock out someone's account and get the paperwork rolling to get all their access restricted. Everything on our end went great, except someone forgot to tell the person who they were firing about them being fired. We didn't know that last part. So a week later, this person comes back from being gone and can't sign in. We look through NDS and can't find the user and we were perplexed until someone remembered the user name and we had to have them check with their boss, saying it was a paperwork issue.
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Feb 23, 2009 22:38
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NightGyr posted:You could just have shuffled him into a smaller and smaller cube, and stole his stapler. Then they'd probably light the place on fire.
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Feb 24, 2009 00:33
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ab0z posted:The 4000 series printer at the font desk was warning my coworkers that "LIVEONECARE=FAIL" all of last week. I pointed it out to my boss and said it's interesting that the printer is now saying what us techs have been saying since we started selling liveonecare. Don't be the guy from the forums who changed a bunch of printer displays and got fired for it. Although I changed the one on our office to read "I CRAVE BLOOD" and that stayed on until we replaced it.
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Mar 3, 2009 21:15
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chutwig posted:I hate email We have a user that used to have a lot of problems with mailing lists, and would call every morning she didn't get one of the lists out of the eight or nine lists she subscribed to. They were important financial lists from large important companies so they were legit and they passed through our spam filter every time with no problems. But, almost every morning she'd call and complain that we were blocking her messages, but her coworkers were getting the messages. Usually by the time the incident worked its way up to me, she would have received the message and moved on. I'd check the log, see it was received and delivered and send it back to the help desk. Since she didn't feel that she was getting proper service from us, she called the sender of the message and yelled at them for leaving her out. I got a call from one of their techs who repeated to me what he said to her, the reason she was getting the messages later was they changed around their mailing list sending and spaced it out some, and her coworker's name was alphabetically earlier in their list then hers. Multiple calls from her, wasted hours pouring through logs and rule sets, all to figure out she was pissy because she had an coworker with a name that started with an A. She could have asked her coworker to simply forward the message to her, but instead she went after that windmill for weeks instead.
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Mar 6, 2009 07:22
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Coffee Jones posted:How exactly does a 'career ender' work? I've seen it thrown around here once or twice. A lot of people are really chatty and visit with friends and colleagues at other businesses. If you are known as "The guy who hosed up a huge project/cost us a lot of money" word will probably get around.
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Mar 14, 2009 03:34
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At work we are moving our data center and related employees from one building to another, which actually has been going really well, but I found and old ticket I printed out. We have a Meeting program that is hosted off a box that allows people to create a meeting, invite people to it, and do various things like share desktops and programs. On this ticket, a help desk user had been trying to troubleshoot why a person wasn't receiving sound in a meeting. They checked sound drivers, sent someone over to look at the speaker cable, tried to play a CD, listened to a training thing and found that the sound on the machine worked. Now, the meeting program we use doesn't share sound, at all. All the HD people were informed on this when we rolled it out. In fact, they have guides that say it, the users have the same. So, ticket goes my way to look at the issue. I read the ticket and send it back with "Meeting software doesn't do sound, thats why they included a phone number to call." Yesterday we opened a box that would contain a bunch of 6 and 12 inch power cables for a bunch of our new equipment to hopefully cut down on the huge trail o' cables. We open the box to discover a bunch of 6 and 12 foot cables. Sigh.
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Mar 22, 2009 03:27
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I once told someone when they commented on the magic of remote control to move to the left a little bit so I could see the screen better. When I heard their chair slide over I had a smile that lasted the day. Even better was a few days later when she called back for something else she mentioned that a coworker had asked why she was leaning to the left. When she explained her coworker started laughing and shared the story with everyone in their office.
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Mar 26, 2009 06:24
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Beary Mancrush posted:I tore a lazy tech a new one today and got in trouble for it. Stuff like this really bothers me too. We occasionally receive tickets from our help desk that have no information at all, or the information is wrong. For instance, we have a template for people reporting phone problems, all they have to do is paste the text into the ticket app, and then fill the blanks. Stuff like, "Is the call long distance" or "Is this internal over 4 digit" and so on. You could fill it pretty quick by just listening for a few seconds to the caller, and then ask a question or two to fill in the blank. However, we've received tickets where someone just pasted the template in and maybe added info to one line. Its real fun when the area that says "Phone problems at branch XXXX" is still in the ticket when it gets to us. Are people that goddamn lazy they can't type that in? Now we have to look through directories to find the user, and more importantly hope the directories are up to date. The worst part is, we don't have an easy way of dealing them. Talking to them direct doesn't seem to help, their supervisor just says he'll talk to them, and the boss only cares are how many calls they take. That last bit probably explains about 80% of the problems I have with them, as they encouraged to simply take the call write something down, and get to the next. I feel that the help desk should at least be able to get where the problem is at, who is having it, does it affect more people, has it happened before, is it similar to something you've seen before. Its frustrating to get a ticket for something that was fixed sometime ago and the HD person just sent the ticket up the line without even trying.
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Apr 4, 2009 05:45
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Our webfilter updated one evening and decided that wikipedia wasn't work related anymore and blocked it. I had 4 voicemails, a couple of tickets, a change request and a direct call from a higher up by the time I got in to change it. I guess that crack down on web browsing they wanted earlier in the week doesn't apply to reading wikipedia for hours a day.
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Apr 8, 2009 15:22
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AlexDeGruven posted:Actually, a study was just released recently showing that locking down all non-essential web content is actually counter-productive. People that have time to surf/chat/do whatever online during their work hours (up to 20% of their time, on average) are overall more productive than those who sit and do only work for their entire shift. I know, but getting micro-managers to understand is a bit different. This was more of a management problem where they had people doing absolutely nothing and decided to go after everyone instead of going after the abusers.
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Apr 8, 2009 18:06
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I love watching the deny hits on the webfilter for Facebook and Myspace. It seems every few months there is a bunch of new people hired and about the first thing they try to hit are social networking sites. We probably aren't too far from letting something like those through though, as sites like Blogspot and related are now open. I'd honestly let to anything that isn't illegal or porn myself, but that decision isn't mine.
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Apr 8, 2009 22:40
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mattfl posted:The fact that he was able to unplug everything from it and remove the cover impressed me sure, but still, why do users think that their work pc's are the same as their home pc's and can do whatever they want to them? Because they use them everyday and it eventually becomes "theirs."
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Apr 9, 2009 17:05
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Phuzion posted:Yeah, we disabled all of that except for people within the IT department, the president of the company, and the two VP's. People were mass-emailing loving coupons for MCDONALDS to our entire company. We once had a sports argument about two college teams in our Company_All message. Finally the email admin just stopped email services and sent a message out that the next person who responds to an email like this is in trouble.
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Apr 23, 2009 22:51
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AlexDeGruven posted:You're kidding right? IT is responsible for everything from changing passwords against peoples' will to impregnating users' cats. I used to get dirty looks at my work laptop because I could simply change my desktop wallpaper. I used to explain that a lot of our tools need admin access, but I don't think they believed me. This will get worse when we get new laptops and we are hoping to get Macbook Pros.
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Apr 24, 2009 21:48
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For awhile, I used to get tickets that said nothing but "See attachment" and all they would have is a screenshot. Which is only helpful if you need a screenshot of someone's email client, instead of something useful like the error message. Although one week people stopped even doing the attaching and I'd get nothing. So, I first started with sending them back asking for the attachment, then I started sending them back with other pictures. Like a screenshot of the incident page. Or pictures of the Riddler and Matthew Lesko. Eventually I sent over a 4000x4000 gif of a question mark.
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Apr 30, 2009 22:49
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Arsten posted:A change has occured. At the same time, or slightly time shifted away from that time, a problem has occurred. As a result, the two are directly related. The only time this is not true is when you see a Qwest truck leaving the parking lot and your T1 is down. We had someone call in once saying their internet connection is down, and I confirmed that I couldn't see their equipment. I asked if they could see a Qwest truck nearby and sure enough, there was one across the street working on something. I called our provider, and they sent it down the line, and according to the person at our branch, they saw the leadguy answer his phone, turn around to look at the branch, leaned into the manhole, and about 5 minutes after that their circuit came back up.
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May 4, 2009 20:03
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extreme_accordion posted:Printers We have a site that has a call center with about 30-40 people there, and there is something like 6 printers, and 4 fax machines, I believe all of the fax machines are MFP machines, so they can print as well. They used to be scattered about the area, so people would be able to get to any printer or fax without having to walk far. Eventually, they filled up locations where all the machines were located, and moved them around. When I was last over there, 2 fax machines and 2 printers were on one table. If they weren't moving soon, I'd expect that eventually all 8 machines would end up on one table.
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May 7, 2009 21:04
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ColumnarPad posted:Just got an awesome one in the mailbox. I have an arrangement with a person in HR where I work to unblock Craigslist for them for about an hour. Apparently they get so many applicants it doesn't make sense to block it, and I trust the person posting the apps to not spend all day surfing the casual encounters forum. But, since its for Spokane, most would be "I saw you across the room when were were making meth in Jimmy's lab, and your sores were cute."
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May 12, 2009 01:24
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Midelne posted:Wait, you have to support users that are attempting to use Facebook? What, are you Facebook tech support? Thats the first month after school starts at a lot of locations. They like hiring college students because they work cheap. I get a huge rise on the number of hits going to Facebook and other social networking sites for a month, then it drops off. I miss getting calls about it though. "I keep getting a message when I try to go to Facebook/Myspace." "Thats because its blocked" "So I can't read them here?" "Not without approval from president/vp/etc." "Ok, I'll call them." "Good luck with that."
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May 20, 2009 16:43
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AlexDeGruven posted:People still try to bluff with that these days? Craziness. The funny part is they actually did call them. They were trying to bluff, they just wanted to read Facebook, and thought that pitching to someone would work. Mr. Glass posted:I was really talking about blocking websites as a general practice, using facebook as an example (since it was already being discussed). The malware vector point, though, is well-taken (although in my experience has been much more of a problem with Myspace than with Facebook), but should be explained beforehand. My company recently blocked MSN messenger without telling anybody, creating no small amount of unrest amongst employees who used MSN both for in-house communication and communication with their families. If they had instead told everyone that it was being blocked because a few people got viruses that spread through MSN, the backlash would have been much less (because the move was interpreted as enforcing the use of a new, proprietary company IM system). A little transparency (or lack thereof) goes a long way. Where I work we block a lot content. Not only because of things like malware protection, but it keeps traffic down to a reasonable level, prevents people from going places they shouldn't at work, and because their bosses wanted it. We have a different environment where everyone is used to a closed network where things like IM, webmail, chat/social networking sites are all restricted. I work in the financial sector, so I guess that goes with the territory. Although the number of outside 3rd party companies that use sites like mediafire/rapidshare is worrysome.
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May 20, 2009 20:22
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Hi, Director. I have Idiot User here on the line that would like an exception to <insert institution-wide policy here>.
That's easy. No.
But, but...
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evobatman posted:Are you me? That is what happens to a good portion of our video conference calls. Most of our video conference units are kept in one place and never moved, however we have a handful that are used constantly and they somehow get turned off, moved or in some cases, completely disconnected. Then I get a call 10 minutes after the meeting has started because the people in the meeting spent 10 minutes staring at the TV and trying to get it to work by sheer willpower before calling. They have admin assistants, send them in 15 minutes before the meeting to see if everything is ready. We had a conference fail last week because someone had moved the TV and camera out of the conference room they were in, then when they brought it back, they didn't reconnect it. Instead of telling someone they did this, they just left. So a few days later on their Very Important Call nothing worked because the network cable for the camera was sitting on the floor.
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May 28, 2009 16:34
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angelfoodcakez posted:Ha, that would be good. That would a good Cert. A CCA cert, for Certified Care Associate. I brought a new video conference unit to a new building and found that: 1.) the drop in the room wasn't live. 2.) They wanted the TV and camera in a different part of the room anyway, where there wasn't a drop. 3.) The had their maintenance/gopher guy bring over a TV from storage that didn't have a stand for it, just a wallmount kit. Glad I spent a couple hours driving over to find that out.
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May 29, 2009 06:50
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Golbez posted:I was at my girlfriend's brother's house in January, helping prep for her nephew's (the brother's son) first birthday. While doing it, they logged out of their computer and left the room, but a few minutes later we needed to get back in to it. I tried his name. I tried his wife's name. I did that on a ATM once. I was troubleshooting it with a Diebold tech and he left to get some lunch. I wanted to make sure he had all the settings right, so I guessed the password and got to the windows desktop. I fixed the setting and logged back into their Alegis software.
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Jun 2, 2009 22:01
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Prophet 60091 posted:We discovered at our dot-com that building maintenance used the same Remedy system that was used to support development defects, desktop support, customer issue tracking, and everything else under the sun. Yep, broken window needs to get fixed? It's a row in a sql table somewhere. And because us developers integrated our software with Remedy, we had complete access to the db. I am going to go buy a toilet someday and stick it in one of our equipment racks when I get wind of a tour or executive visit. I really, really, really want to see our CIO explain why there is a toilet in one of the racks. Even better, I want to see if they don't blame me first for it.
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Jun 3, 2009 06:23
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Arsten posted:From what I could tell, it's just a box. It's only 39 Pounds, which tells me it has nothing on it that'll cool it. Just means you need to up the cooling in your datacenter.
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Jun 5, 2009 16:40
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Jerk McJerkface posted:I just had a fun ticket: Thats pretty much the same type of calls our VOIP/Phone guy gets. Numbers can be busy or disconnect? NO, it must be the phone system because its completely impossible the receiving end could have problems. Like not having power, or not paying their phone bill. Actually that sounds really similar to email issues.
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Jun 10, 2009 15:29
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Dr. Horrible posted:We have a storage room with a digital lock on the door. I got a message from someone awhile ago... This is why people should be escorted out of the building when fired.
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Jun 11, 2009 22:54
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nene posted:Firewalls Firewalls here are small blueboxes that are responsible for all problems. A company installing a network capable sign? The reason that it doesn't work isn't because the gateway is wrong, its because of the firewall. ATM not working? Well thats because of firewalls, and not because of something crazy like putting in the wrong IP address.
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Jun 23, 2009 23:07
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This week has been an amazing week for complete and utter fuckups. We have actually reached new and incredible lows for all of the IT departments where I work. This might be kinda long. So on Wednesday, a coworker and I hit the road to visit our helpdesk and lan/server group to install a shiny new IDP, and a few other things. We get onsite, do the meet and greet for awhile, and then get into the server to get a few things racked and ready for off hours. I check in with my boss to check in and check a few things, and he mentions that he sent a picture and guide to hookup a Wan Accelerator. I ask him where its at over here and he goes silent. Apparently we left it behind, and our office is 1.5 hours away. So, I hop in the car and headback to meet another person halfway to pick up the server. I get back, and open the back of our SUV, and the thing slides out and hits the ground, and knocks off one of the handles in the front and scuffs up the Citrix logo on the server plate. Thankfully once we rack it, it boots up fine. Everything else goes well, and we even fixed a few other issues we've been having. On Thursday, we get onsite of a new building that is being moved into on the weekend, this location is about 3 hours away. However we ran into a few problems, our internet provider decided that this weekend was a maintenance weekend and therefore had to move our test and turn up time back about 4 hours. Since this location was a call center, we couldn't budge. After a bunch of calls, we found out the maintenance is actually just on some tools, and the techs can still do their jobs, they just have to log into the equipment manually. While that is being worked on, we find the new T1's aren't working because the LEC is sending the wrong encoding. While there, we watch as a local tech for a phone provider fights with getting a PRI installed, one that should have been installed 2 weeks ago. So Friday rolls around, and we moving people from one building to another, one of the groups moving is a call center, and telco stuff is really touchy with installs, but thankfully we have a vendor onsite to deal with it. That morning, 2 of the IT people rush to nearby cable vendor to pick up an additional 70 patch cords because they lowballed the number a bit. They get the new cables, and we get as much of our equipment mounted and racked as we can, but we are waiting until the night to grab the old equipment and drag it over. Go time rolls around, I grab the old router and race to the new building with it, a coworker and I get it installed, and T1's come up. Thinking things are good, we start talking about how we'll get done early and grab some beers. Oops. We first discovered that our firewall didn't like what we had planned for our voice network, and wouldn't let us combine copper and fiber ports into a single group. We had to remove a switch and use it as a very fancy media converter. Problem solved, but we'll need to get another switch soon, but no biggy. Other groups were having a rough time though. They ordered the wrong fiber to go from the fiber bulkhead on each floor to their switches. There is a difference between SC and LC. We thankfully had 4 extra fiber cables and they were ok. While patching in, they found out that whoever ordered the equipment apparently never talked to whoever did a port count, and they were short by about 15 ports per floor. Survivable, order more blades for the switch, and unplug unused drops for now. Then the real problem shows up. They had brought over a new fiber module to be used in the switch being moved from the old building. However, the new switch couldn't use the old modules. So, now they are standing around with no way of connecting switches from multiple floors into the main switch in the basement. However, all the data connections and phones work, so at least we are ok. Saturday: Thankfully they worked out a plan with their office and someone found parts that would work and met them half way that morning. Thankfully they had things going before the users started showing up at 9 in the morning so most of them didn't know. TL:DR - Dropped a server after forgetting it, make sure you count the number of cables you need twice, this goes double for ports, check your fiber cables, and don't attempt to mix modules unless you know for a fact they work.
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Jun 28, 2009 04:33
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Dragyn posted:A little off-topic, but what kind of education/certifications do you have? This is pretty much the career path I'm trying to get into. I have PMs if you don't want to assist in this derail. I've got an expired CCNA and a couple of years of learning by trial and error. I'm behind on re-certing because we've been so busy at work that getting training is near impossible, especially if its worthwhile training.
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Jun 29, 2009 20:38
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