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I seriously just had one of the teachers ask me about a car problem.
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Dec 8, 2008 14:19
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KomradeVirtunov posted:I don't know if I'm more horrified by that ticket system or that there's a "clean desk policy" that is apparently enforced by IT. They said "end of shift," could it be that there's people who rotate each shift and share a desk? Frankly, having a clean desk makes our job easier. Having to push your filth around is bad. When I was doing a roll out over the past year for <Generic Fortune 500>, I've seen some of the most disgusting desks ever. I started a box of rubber gloves because of it. I ended up cleaning the desks of some people who had spilled coffee and let it seep under the Dell GX270 (where it kinda sits up just enough to let liquid seep under). Ugh.
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Dec 8, 2008 19:39
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With the virus thing, we've had people forward us actual virus' and say "IS THIS SAFE TO OPEN!?" I've always wanted to say: Did you get any Western Union mail orders? No? Then no, stupid. Of course not. Lil Bukowski posted:Oh god. I did a temp job where we moved workstations from one building to another on the MS campus. YUCK. Programmers are gross. It's also not cool to cut a hole in the side of your work PC because you've run out of drive slots. Duct tape and tin snips are not a reasonable mounting solution. There were plenty others. Doing the restore on their workstation would be awful if we weren't giving them new keyboards. I started waiting on doing the messy desks after hours when the cleaning crew was going around so I could borrow some stuff to wipe down their desk just so I wouldn't get some awful disease from the year old cup with something in it I don't know sitting on it. I brought a new meaning to the term Computer Janitor.
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Dec 8, 2008 22:12
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UserNotFound posted::words: What'd they run? :(){ :|:& };: ?
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Dec 8, 2008 22:17
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Hoppy posted:Would love to do that, but I have to keep good metrics if I want to get out of helpdesk. Required one year in helpdesk for most people here in IT before you can move up. Put something at the footer in all caps and bold saying to only reply and do not remove the ticket number. I know exactly what you're going to. I've also had people create new e-mails when they should be forwarding what we've been discussing rather then trying to paraphrase.
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Dec 9, 2008 16:31
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UserNotFound posted:How does a management student know what the undergrad CS server is? nmap 10.0.0.0/8 ?
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Dec 9, 2008 18:06
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monkeybounce posted:As a quick derail: Do you guys ticket by user or ticket by machine? Neither, ours is done by whatever they mash into the "SubmittedBy" field since the dev thought it would be smart.  Also, we've had requests for new desks. Which go through maintenance. A completely different kind of request.
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Dec 10, 2008 02:02
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Doc Faustus posted:edit: One time a user started describing their problems with outlook while we were both peeing. I don't remember where I posted this before, but on a contract at a financial company someone knocked on the stall door while I was making GBS threads to find out when I can come help them. I seriously considered flipping out on them and quitting for interrupting my peace and quiet while dropping a deuce. At this current one, I've had people wait outside of the restroom looking busy up until I come out to ask me a computer question.
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Dec 10, 2008 22:52
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c0burn posted:Or just set the colour scheme to Windows Default - Extra Large or whatever. Or tell them to move their head closer to the screen.
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Dec 11, 2008 20:41
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euroboy posted:Bless his, he's old, creepy and weird but still much better than the nerds that wants a replacement networkadapter because they have a ping over 70 in WoW. I actually had a few people try to convince me that the Killer NICs are better. The first person I tried to explain routing, the OSI model, and how networking works. The second person I gave a little effort, the third I just said "No, it's not. Save your money." 
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Dec 15, 2008 13:34
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Raluek posted:Why do people not ever take responsibility for their fuckups? I did that once (sorta), I formatted the wrong drive (my Windows drive) when I was installing Linux to play around with. Welp, it was time for me to try some data recovery tools and reinstall a bunch of stuff. I hosed up. Why do people expect other people to be their computer safety net? Here every teacher has a laptop, and we have made it clear that you are to keep all important files on your network share. If your laptop dies, we don't recover it. If we have to image your laptop because you messed it up, we don't recover it. If you drop it, we don't recover it. The network share is backed up nightly. Having this stern policy has greatly helped people from expecting us to be their safety net. Also, I've made a habit of using -rfv just so if I do have an 'Oh, poo poo!' moment I can break it before it does severe damage. Spazz fucked around with this message at 13:04 on Dec 17, 2008 |
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Dec 17, 2008 13:00
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haljordan posted:How many times have you guys had this conversation: I hate the customer who refuses to work with you. A way I've gotten people to fix it is to tell them to unplug it and make sure that it is in the slot correctly. Another way is to ask them to unplug it and make sure that it is plugged in tight.
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Dec 17, 2008 19:04
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I'm going to strongly suggest at our next meeting that we work out a presentation to give at the beginning of the year that is mandatory for all teachers that will explain how Technology works in the district and how we can make their job easier. One of the topics will be finding a healthy median between too little information (See #1), too much information (See #2), and just the right amount (See #3). Also they don't need to justify why it needs to be fixed, they can emphasize on whether it's urgent or not, but most teachers can improvise their lesson plan to at least give a half-assed instruction for the day, which is also in #2. It'll make our jobs a little better and make them happier since they'll get better support. All of these are tickets I've had, I just retyped them from memory. #1 quote:COMPUTER DOESNT CONNECT TO THE INTERNET #2 quote:I CAN'T GET ONTO THE INTERNET AND MY COMPUTER DOESN'T WORK I NEED MY LAPTOP TO BE ABLE TO PROVIDE STUDENTS WITH TEACHING I'M IN ROOM 152 IM USING AN HP COMPAQ 8430 WITHOUT BEING ABLE TO GET ONTO THE INTERNET TO PROVIDE STUDENTS I DONT HAVE A LESSON PLAN FOR THE DAY AND THIS IS VERY IMPORTANT THAT SOMEONE GETS DOWN HERE IMMEDIATELY TO PROVIDE ME WITH HELP SO I CAN TEACH  #3 quote:My laptop won't let me view the video footage from CNN.com, it's saying I need a plugin. Room 130, I'm available all day. Inverse Icarus posted:What's the flip side to this, though? When you have an intelligent, techie on the other end of a service call? Do you guys pick up on it and just give him direct help? What Arsten said, but sometimes I can pick up on how tech savvy someone is just by the way they describe the problem. I only did that for a few months, where I am now I do deskside (see: computer janitor). I've gone through everything you have, I just did with Dell over my laptop malfunctioning. Sadly, I've also worked with some software engineers who didn't know poo poo about gently caress when it comes to computers. This also falls into a whole other problem that could be a thread in it's own of programmers who don't understand how TCP/IP works yet still program in it and make lovely programs.
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Dec 17, 2008 23:56
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Ryokurin posted:When you've been on the support line for an extended period, you hear that everyone is a programmer or a engineer and if they aren't flat out telling a lie, they still don't know poo poo about computers. Not to mention that some companies write you up for not following the steps even if you are positive that the customer has already done so. Next time you have a situation like that just humor them and go along. If you've done it, then just sit back and play along, along with waiting a reasonable mount of time for a reboot, none of that "Ok, its rebooting (5 seconds later) its back" stuff. You can throw in you know computers, but still just let him get through his list so he can cover his rear end. Yes you are wasting 10 minutes of time, but its better than wasting 30 trying to prove that you know what you are doing. They can also get trouble for breaking away from their flowchart.
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Dec 18, 2008 00:13
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Baggins posted:I shouldn't have to explain to a so-called sysadmin why his 10MB SDSL only gives him about 900kb/sec when downloading thanks to network overhead and contention ratios and that I'm absolutely certain that this is in no way a problem with the network adapter in his server. A bit OT, but I had someone who was absolutely positive that there was something wrong with his internet because he was only downloading around 1200kb/sec when he had a 10mbit connection. In only so many words, he thought I was lying to him and Comcast was cheating him. So what did I do? I installed NetMeter on his computer, set it to show Kilobyte first. Then I set it to Kilobit, and when the number came close to 10mbit he nodded "Ok, you're right." I'm on the Occupation Advisory Committee for the vocational school I went to for networking, and the topic of programmers who don't understand the TCP/IP stack came up. It was an interesting one, and just about all of the people in the room had a story about some programmer who didn't know how to work the flow of their program correctly while using TCP/IP.
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Dec 18, 2008 00:33
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haljordan posted:Question: When explaining a solution/problem to customers, how much technical terminology do you use? I've been in situations before where using a really simple analogy to explain the problem makes the customer resent you for thinking they're stupid, while being TOO technical annoys them and causes them to stop listening to you. mllaneza posted:Try having people reverse the network cable, say it's a polarity thing. You say "polarity" and they go into dummymode and stop arguing. Or have them check both ends of the power cable for corrosion. Anything to get them to either check or re-plug the appropriate cable. Golbez posted:Not only that (sorry for the necroquote but just found this thread, and Arsten's posts are amazing), but 374mb back then was a lot of money. The most optimistic estimate I can find online for 1995 hard drive prices is 25 cents a meg, meaning that porn stash alone cost the company nearly a hundred dollars. I'm surprised they didn't fire him on the spot, considering how strict they seemed otherwise. 
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Dec 18, 2008 12:49
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quote:HELP WHEN I TYPE IT'S EATING THE LETTERS
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Dec 18, 2008 17:21
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Inverse Icarus posted:Overwrite? Insert. Doc Faustus posted:The trick, in my experience, is not to lie boldly (i.e. smoke), but instead to just say you already ran every conceivable test they ask about. Why yes, I did plug all the components into another motherboard and they worked great! Yes, Dell, I *did* try using a known good drive, so I'm pretty sure it isn't the ribbon cable. Or if you have the accidental care, say you spilled water on your laptop. Then when they send a new one, spill water on it, ship it.  guppy posted:God dammit you stupid motherfuckers I do not know how to fix everything electronic do not ask me why your TV is getting bad reception Clearly you do not understand that IT supports anything with transistors. When it comes down to specializations, I've actually had people snub me because I explained that I am not specialized in what they're requesting. We use something called Skyward that runs on top of Crystal Reports, and I don't know poo poo about gently caress when it comes to the software. Our two guys in the Technology Dept know everything about it, but people will bitch because I can't explain something so minor because I don't specialize in it.
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Dec 19, 2008 01:43
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DizzyBum posted:"I know just enough to be dangerous!" I don't know why anybody would chown -R any root folder. Then again, I don't know why someone would rm -rf / either.
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Dec 19, 2008 17:42
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go3 posted:God I'm so happy that contract expired and I'm never ever ever ever ever ever doing work for schools again. I dig it personally. There's job security, and with the amount of expansion there's always going to be a need for someone to be a computer jockey. There's also a lot of job growth opportunities. However, we do have some truly obnoxious users. Principals think that their school is the only one in the entire district, some teachers have massive egos and think they're the only ones in the world. Then there's other teachers who are very laid back and cool, you can joke with them. There's also a lot of hot young teachers. 
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Dec 19, 2008 22:42
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Ryokurin posted:90% of the time they ignore it and I get another ticket again later because they ignore what 1st tier told them, or swear they have nothing on it. I may not can see what you have on it, but I know exactly how much room its taking. find it and delete it, and no we don't provide memory cards, nor do I know if your department will pay for it. Call your manager, or spend the $20. We've had this problem where users refuse to acknowledge that they can fix it on their own and reopen a ticket and expect us to do it. It sometimes has gotten to the point to where the Asst. Director of IT has had a 1 on 1 conversation with them because they're being such a loving nuisance. Cyberdud posted:I love how we have network storage and people still store files on their desktop. We told them a hundred times that if they didn't, when their computers would die they would lose everything. This has never been a problem since I've started working here because we imposed that rule about a year ago. We sent out a district wide e-mail where everybody and anybody gets it, they had to sign a piece of paper with the terms of the loan with the laptop and it explains this, and it was mentioned at our presentation to all teachers and staff at the beginning of the year. At least 4 people expected us to magically fix it when we had to reimage their machine. This year has been better though. 
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Dec 24, 2008 02:02
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Richard Noggin posted:Ugh. Maybe others have success, but roaming profiles blow donkey balls. Roaming profiles take a hell of a lot of tweaking and fine tuning to get working at least 3/4 of the time. We're there right now. Every student has a roaming profile, and every teacher (Except for one school that doesn't have a fiber connection yet) has a roaming profile so when they forget their laptop at home or aren't able to get onto it they can still access all of their files. We've also trained them to keep everything important on their Desktop or My Documents/network share. It took a LOT of legwork to get to this point, but they learned. potato of destiny posted:"COW" is "Computer On Wheels", basically, it's a laptop cart with a chunky battery that clinicians can use for bedside documentation (I work in a hospital). I think it had just dropped off the wireless network. Gotta love working with doctors. Hey, fellow COW buddy! We have those at the school district I work for. We have at least one for each of the five elementary schools, three for the High School and three for the MS. Almost all of the problems come down to user error.
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Dec 24, 2008 21:06
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dustgun posted:At the hospital I did an internship at, we had to stop calling them COWs after a patient in Labor & Delivery heard one nurse ask another "if there's a cow in that room" It seems to be more accepted in a school. They've gone so far as to print out a cow's head and tail and scotch tape them to it. Ours are loving wacky though. We have separate access points for the individual laptops on the COW that only they can connect to, and teachers seem to not understand that a Cisco AP needs at least 2+ minutes to configure. :slam: 90% of our problems with them are almost always user error.
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Dec 25, 2008 19:53
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da sponge posted:Yep. Webmail instructions (for accessing webmail outside the company) are linked on the default intranet home page. Half the people who ask me about it have this page as their IE homepage. The other half don't even know webmail exists. Even when I send all staff e-mails with the subject "Brief Web Browsing Interruption" because I have to troubleshoot an issue with our web filter, I still get questions "is the internet down?". Your wireless button turned off =! The internet is down. You can't access your webmail =! The internet is down. We get those all the time. I encountered those a lot even when I worked at a software development company. KING EGG posted:She couldn't even access the University's intranet sites, everything was linking her to something seedy like beastiality or what not. She was almost in tears. How did you resist laughing?
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Dec 27, 2008 01:53
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haljordan posted:At least it wasn't an obviously fake email, like anon@onthe.net or something like that. Reminds me of that bash quote. quote:<jdigittl> i just filled out an online mortgage application to test something. I just received a phone call from a mortgage broker: "Hi, I'd like to speak with, um, Mr Testy McTest..." Edit: gently caress, tables.
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Dec 29, 2008 20:42
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About four computers so far are dead, all the same symptom with the red light and beeps of death. Why? We had two weeks off for winter break and the cleaning crew came in and plugged into the same circuit as our computers. Elected by Dogs posted:I don't see why the people that have more letters after their name than in it are the worst, always. They worked hard to get that title (and/or cheated).. which would mean they are either good at research, or copy pasting off wikipedia/forums.. Speaking of titles, what is a PRSBO? My boss is one and I'm too embarrassed to ask.
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Jan 8, 2009 13:51
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MjolnirMan posted:Another fun one involving mistreated hardware: We've had a certain teacher who has broken her laptop screen. Twice. $1800+ in charges for IT because of it.
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Jan 8, 2009 17:59
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taiyoko posted:I swear that if they held the teachers monetarily accountable for broken poo poo on those labs, then they'd hold the students accountable, because then they wouldn't want to pay for poo poo someone else broke. Sadly, my boss's boss won't let us do it. We give every teacher a laptop. Every teacher. Every teacher. I'm gonna try to push them on charging them a percentage of damage over $150 because our budget shouldn't take a hit because of your mistake. I figured it would be something like you pay 25% of the damage, we cover the rest. At least when someone ends up forking out money for damage they caused, word will spread to be more careful. This should then apply to the laptop carts, or COWS as we call them. One of them is in the shop for repair, the cart was warped like it was a trapezoid. They probably lost control of it (It should have a hand brake) and crashed into something or had it roll into something really hard.
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Jan 8, 2009 19:57
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Richard Noggin posted:This just floated in to my inbox...  We get reports of "Computers making a loud roar," usually when the fan is running at the highest possible because the dust has clogged it.
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Jan 9, 2009 17:50
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Ryokurin posted:That's something that Apple has gotten right. Its smart enough to know better and by default will ask you to save the file somewhere else if you try to save it in a temp folder. Its something that I've personally have wished for in Windows for years. It doesn't seem that hard to do, but apparently so. Is there a way to change outlook to save to a different location by default? This would be an awesome thing to start including on our new images.
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Jan 19, 2009 17:46
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Negromancer posted:On the whole wireless mouse issue, that was the reason I started ordering only wireless mice that had rechargeable batteries. I've had a Logitech MX Laser mouse for a good couple of years. It's beaten up to hell, I have to sometimes jostle it on the charger to get it to charge, but it holds up well. Seriously, rechargeable batteries > anything else when it comes to consumables. Need two AA batteries for your mouse? Buy a charger with 4 rechargable AA's. Swap them as you need to.
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Jan 28, 2009 19:37
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VPN went down for the weekend and nobody told us again. Cue 30 tickets coming in asking why the VPN was down.nene posted:*ahem* But the majority is. I don't know many women who work in IT, over the course of my short career I've seen roughly 7. I can completely understand why there's a lack of women in IT -- nobody wants to hang around with a bunch of stereotypical neckbearded geeks.
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Feb 3, 2009 13:05
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