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This is why I wince every time there's some new hire who is "good with IT."
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Jan 12, 2014 04:38
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sfwarlock posted:This is why I wince every time there's some new hire who is "good with IT." Even if they are/were former IT, there's much to be said about someone who thinks they know better being unable to stop loving with things.
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Jan 12, 2014 04:46
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If they're good at IT, hire them to be IT.
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Jan 12, 2014 06:15
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Dr. Arbitrary posted:If they're good at IT, hire them to be IT. "Good at IT", for most people, is "able to turn on a monitor and make sure it's plugged into a computer". 90% of people under the age of, say, 25-30 are "good at IT" to someone who grew up with typewriters.
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Jan 12, 2014 06:34
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Dr. Arbitrary posted:If they're good at IT, hire them to be IT. See, here's the issue. There's various levels of "Good at IT" and I will explain them as I see them with the people I work with. Level 0: Not good with IT - e.g. project managers, C-levels Level 1: Can follow instructions when they bother to read them. can do simple tasks. e.g. a gifted user Level 2: can follow a set of instructions for complex tasks, but has no idea what those instructions mean. Most dangerous level of "Good with IT" because of the problems they can cause if problems arise. Level 3: can follow a set of instructions for complex tasks, and can understand basics of what they are doing. They can sometimes figure out ways around problems, but this is usually due to rote memorization. If major problems come up, they need guidance. This is my average coworker. Level 4: Can write instructions for lower levels to follow. Has a general understanding of what's going on, but might not be up to date on best practices. Might not know the intricacies of other things, and might cause problems when dealing with more complex systems if left to their own devices. Level 5: Achieves some level of mastery. Has detailed understanding of underlying systems, and understands intricacies. Understands or writes best practices. The number of times someone at "Level 2" is in charge of IT scares the hell out of me. Most of my customers are at Level 2. These are the people that will blindly tell me that they need "Raid 0 for performance" and "it's ok because we'll have spare disks."
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Jan 12, 2014 07:57
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On the topic of users putting files in weird places, last week I was helping someone move from one computer to another. Somewhere along the line the message of "we'll help you copy everything you have saved on your C: drive" got misconstrued, so she copied everything on her desktop to the root of C: to "help us out". Fortunately Windows 7 default view only shows like four directories in the root of C: since everything else is hidden/system so it was easy enough to move everything off while leaving the important stuff behind
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Jan 12, 2014 08:36
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I had a supervisor who used to keep all his outlook PST files in 'C:/Documentsandsettings' on his Win7 machine. He was very upset when his old mail didn't get backed up and he had to replace his workstation. 
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Jan 12, 2014 13:52
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I have a user who archives his mail in the deleted items folder... having saved every such email he's received in this manner since... the 1990's. Edit: To Clarify EVERY piece of mail. Spam, Virus Emails, Scams, computer farts, HE HAS IT. And ABSOLUTELY flipped when his computer died requiring a replacement when the mail wasn't in his mailbox (Apparently 30GB of mail takes a long time to backload) QuiteEasilyDone fucked around with this message at 17:32 on Jan 12, 2014 |
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Jan 12, 2014 17:29
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I'm scared by the number of users who fill their cellphones up with apps and other crap, and when it needs to be replaced they have no idea what an Apple ID, iTunes, iCloud or the app store is.
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Jan 13, 2014 08:50
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evobatman posted:I'm scared by the number of users who fill their cellphones up with apps and other crap, and when it needs to be replaced they have no idea what an Apple ID, iTunes, iCloud or the app store is. This or when someone comes in with their ipad or iPhone and it's been disabled due to them typing in their 4 digit pass code incorrectly too many times. Of course they don't know why it's not working because the pass code they're typing in is correct and how dare you for saying it might not be.
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Jan 13, 2014 09:33
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evobatman posted:I'm scared by the number of users who fill their cellphones up with apps and other crap, and when it needs to be replaced they have no idea what an Apple ID, iTunes, iCloud or the app store is. I worked tech support for Apple for just under a year. Their Apple ID is almost always their primary email (or if that doesn't work, "Did you have a different email address when you first got this iWhatever?") and the password is "You know how when you get an app from the app store, it asks for a password?"  e: basically every person with an appleid issue I had was baffled by their account name being their email address' name without actually being their email so they just think it's their email address, so ask for that President Ark fucked around with this message at 15:14 on Jan 13, 2014 |
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Jan 13, 2014 15:01
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evobatman posted:I'm scared by the number of users who fill their cellphones up with apps and other crap, and when it needs to be replaced they have no idea what an Apple ID, iTunes, iCloud or the app store is. I have literally never got anything but confusion in response to "do you know your Apple ID?" Even from people who have had an iPhone for 3-4 years.
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Jan 13, 2014 15:35
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And now it's going to be the same thing with Windows 8 wanting you to use a Microsoft account for everything.
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Jan 13, 2014 15:39
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Entropic posted:And now it's going to be the same thing with Windows 8 wanting you to use a Microsoft account for everything. Yeah we're running into this at work with new users wondering why their corporate network login won't work on the MS Store.
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Jan 13, 2014 15:51
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Just another reason I'm rolling out Meraki's MDM fast as I can. I'll take any additional control over those I can get.
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Jan 13, 2014 16:27
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So a developer pulled me into his office.  Blackswordca! Why isn't Visual Studio 2012 installed on this workstation, I need it!  I installed it myself, its on there. No its not, I cant find it! *clicks start button and clicks on the folder marked "Visual Studio 2012"*Then there was the awkward silence. blackswordca fucked around with this message at 19:07 on Jan 13, 2014 |
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Jan 13, 2014 19:04
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blackswordca posted:So a developer pulled me into his office. No desktop shortcut? I get so many calls where "x isn't installed", when "x" is a web app/site, and "not installed" means "doesn't have a desktop shortcut". A ticketing system came in! Landesk SD! And I get to administerististrate it! 
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Jan 13, 2014 19:09
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blackswordca posted:So a developer pulled me into his office. This makes me cry because of the seven months I spent being sysadmin for a charity. This happened every day. Every single day.
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Jan 13, 2014 19:13
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I feel like I have to come in here and remind people that not all developers are blithering idiots, and some of us appreciate the rest of IT and the unique contributions you bring to a project. Because it's embarrassing to me when I hear stories of developers like this, or ones who hold their nose in the air when talking to support techs or admins. (Also, Microsoft has changed its install folder scheme recently. It used to be that the start menu entry for VS would be "Microsoft Visual Studio 20whatever" but they've apparently recently dropped the "Microsoft," at least for 2013, so it's in a completely different location in the start menu. That could EXPLAIN the confusion, but it certainly doesn't excuse calling over a tech.) Edit: I should mention that nearly all the job postings for developers I've ever read include "Detail-Oriented" as a bullet point on the requirements list. 
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Jan 13, 2014 19:23
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evobatman posted:I'm scared by the number of users who fill their cellphones up with apps and other crap, and when it needs to be replaced they have no idea what an Apple ID, iTunes, iCloud or the app store is. "Oh I don't have one." Yes, you absolutely have a password for your iTunes/iCloud/e-mail/whatever account. tehloki posted:I have literally never got anything but confusion in response to "do you know your Apple ID?" Part of it is Apple's idiotic insistence that your user ID be an e-mail address, so people are always massively confused about exactly what they're signing into on their phone.
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Jan 13, 2014 19:28
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Che Delilas posted:I feel like I have to come in here and remind people that not all developers are blithering idiots, and some of us appreciate the rest of IT and the unique contributions you bring to a project. Because it's embarrassing to me when I hear stories of developers like this, or ones who hold their nose in the air when talking to support techs or admins. Yeah, same here. Not all of us developers are blithering idiots. Sadly I knew plenty of people in my CS program that were this incompetent though. Personally I think that if you have to spend the entire time you are working in a project in the TA's office so you can get constant help you are not qualified to be a developer and need to pick a new major.
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Jan 13, 2014 19:28
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Dick Trauma posted:Just another reason I'm rolling out Meraki's MDM fast as I can. I'll take any additional control over those I can get. I am pretty impressed with this as it is a "free feature" from having their other stuff. You do pay out that rear end for their stuff though.
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Jan 13, 2014 19:32
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Inspector_666 posted:Part of it is Apple's idiotic insistence that your user ID be an e-mail address, so people are always massively confused about exactly what they're signing into on their phone. I almost prefer that. If you let them use anything they want, god only knows what they'll pick or whether they'll remember it. Everyone knows their email address and they're guaranteed to be unique, barring weird edge cases where a couple share an account or whatever.
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Jan 13, 2014 19:55
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Inspector_666 posted:Part of it is Apple's idiotic insistence that your user ID be an e-mail address, so people are always massively confused about exactly what they're signing into on their phone. Far preferable to "well Lueser was taken so I used Lueser729197, because my kids were born in 91 and 97 and I was born in 72, but I'm never going to loving remember that, WHAT'S MY USERNAME, THIS IS YOUR FAULT" tehloki posted:I have literally never got anything but confusion in response to "do you know your Apple ID?" On a daily basis, how frequently do you need to put in your Apple ID? Because I don't know about you, but I don't think it's asked me for mine since literally the day I set up the phone. The only reason I know it is because, as noted, it's my primary personal email address.
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Jan 13, 2014 20:13
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Sometimes the most resistance I face doesn't come from the user, but from other support groups in my company. For example- escalating tickets that come in. I rarely do so but when I have to do it I usually have to look up the group I want to send it to. In this particular case it was regarding an issue with one of our home-brewed applications. I chatted the guy who I knew is the main Developer of this ~10 year old application and asked if he had a queue for his team in ServiceNow that I could send the ticket up to for issues with this application. His response- "? I don't know". So I looked up his manager in AD and forwarded the ticket to that department. 10 minutes later I get a chat from that same Dev about the ticket (why would he tell me he doesn't know if his team has a ServiceNow ticket queue when he clearly knows how to check it?). Anyway this is how the conversation went at that point- Him: "It states clearly in the problem description that this is happening on newer builds, so this appears to be a hardware problem." Me: "When new hardware/Operating Systems are deployed and our current applications don't work with said hardware, I would call that a software issue." Him: *crickets* Now I'm just waiting until the inevitable happens and he sends the ticket back to my team.
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Jan 13, 2014 20:20
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guppy posted:Everyone knows their email address What kind of dream world do you live in?
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Jan 13, 2014 20:23
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Toxteth OGrady posted:No desktop shortcut? Could be Remedy.
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Jan 13, 2014 20:37
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guppy posted:Everyone knows their email address
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Jan 13, 2014 20:52
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On the subject of iPhone, I find that a lot of people confuse the SIM lock with the diffrent, 4 digit, code you have to enter after booting the device. And those two can be difficult to differentiate between over the phone, especially with clueless users. And nobody ever knows their apple-ID.
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Jan 13, 2014 20:59
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Ursine Asylum posted:On a daily basis, how frequently do you need to put in your Apple ID? Because I don't know about you, but I don't think it's asked me for mine since literally the day I set up the phone. The only reason I know it is because, as noted, it's my primary personal email address. It pops up whenever I install an app. Also: the users in question are frequently people I have sat down with, helped them create an apple ID with their work address, and asked them to take a note of it somewhere (and the password, if they absolutely must). I explain what their apple ID is, and what it's associated with. 2-3 months later, if they've broken their phone and are getting a replacement, they have no recollection of this whatsoever.
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Jan 13, 2014 22:39
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I find a lot of PC users don't even have a basic sense of what a program is, let alone a web browser or a mail client. I get a lot of "my computer is giving me an error" and trying to determine determine what program the error is coming from over the phone leads to much fundamental confusion over basic concepts. Luckily I can just say "if you want us to solve it, you'll have to bring it in to the shop."
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Jan 13, 2014 22:49
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Multiple tickets come in. Suss out that they are because the department that usually makes things go quietly in the background is backed up, so call center is getting calls and put in tickets. These tickets are usually simple user error, but I notice one pervasive error and narrow it down to a date field being auto populated to the current date which doesn't play well with You can't have Date A be after Date B. Discuss with various people. Tell account manager on Friday why there's a back up, and also tell him hey, this weird error with Date A and B are because if Date A is left blank it's getting auto filled dunno when that started but let the users know if they are going to fill in Date B, have them put in Date A as well please ok thanks. (It really should allow for a NULL, neither is required) That was Friday. Over the weekend more calls came in and the call center supervisor sends out an email about the issue copying a buncha people, and mentions one particular ticket. I come in today and say, hey Call center person this is what I found out on Friday and by the way that one ticket was just user typing things in wrong not the Date Error. I told Account Manager to send out correspondence to the users saying please doubletriple check stuff to make everything work thanks. Replying all to the original email. Call center supervisors' boss then sends out a super lovely snobby rear end reply about HOW DARE YOU insinuate that just because that one ticket was User Error that they all are user error fix the real issue!! Account Manager replies "I spoke to department that usually makes things go quietly in the background and confirmed they get about 50 a day that are user error which is pretty much all of them, sorry they are backed up and you are getting calls I will send out the correspondence" I dunno why this whole thing made me so angry. Probably since I busted my rear end going around to try to find out if this was an actual IT issue just to feel like I'm a piece of poo poo for telling them that it's user error. It's not even their users, it's the people who are calling in who are being sloppy. Seriously, one of them entered in Palm Desert as "Pal Dessert" for an address.
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Jan 13, 2014 23:29
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Dead Cow posted:Seriously, one of them entered in Palm Desert as "Pal Dessert" for an address. So that's a video of a piece of cake in slightly higher resolution and with more consistent colour reproduction, but a lower framerate?
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Jan 13, 2014 23:39
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My manager has sent out an email asking for everyone who isn't in a certain call group to email him every time a corperate call gets through to them. Poor bastard, he's looking at roughly 5 emails a day from me alone.
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Jan 13, 2014 23:50
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dogstile posted:My manager has sent out an email asking for everyone who isn't in a certain call group to email him every time a corperate call gets through to them. Poor bastard, he's looking at roughly 5 emails a day from me alone. Reply back and ask if a daily digest is ok. e: only half-kidding
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Jan 14, 2014 00:01
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guppy posted:I almost prefer that. If you let them use anything they want, god only knows what they'll pick or whether they'll remember it. Everyone knows their email address and they're guaranteed to be unique, barring weird edge cases where a couple share an account or whatever. Not to pile on you or anything (ok, I guess i am) but I am seriously considering ditching my gmail account because TWO morons give out my email address as theirs. I get so much junk from them it's insane. "Are the puppies still available?" "No, I murdered them, I got hungry." I was all set to move to an outlook.com email address, when I noticed that, even though I never used it, it was full of poo poo because some woman gave my email address out as her own.
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Jan 14, 2014 00:01
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I have well over a hundred people with my name giving out my address, two is a joke.
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Jan 14, 2014 00:04
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Lum posted:So that's a video of a piece of cake in slightly higher resolution and with more consistent colour reproduction, but a lower framerate? I was thinking some cake and pie being buddies but yours works to.
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Jan 14, 2014 00:08
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nitrogen posted:Not to pile on you or anything (ok, I guess i am) but I am seriously considering ditching my gmail account because TWO morons give out my email address as theirs. I get so much junk from them it's insane. "Are the puppies still available?" "No, I murdered them, I got hungry." Never respond to emails sent to your address by people who think it's somebody else. Just mark them all as spam and eventually they'll stop coming. It's more evil, but less likely to keep you in a continuous state of communication with a bunch of random people you don't know.
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Jan 14, 2014 00:26
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Mattavist posted:I have well over a hundred people with my name giving out my address, two is a joke. How much spam do your hundreds generate though? These two jackasses put my email address in craigslist ads, one in Australia, and one in Washington state. One guy sells puppies. The other sells cars. The guy in Washington sends Google at least 10-25 requests a day to try and reset "his" password, too.
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Jan 14, 2014 00:27
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