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KillHour posted:Abject? Or is there a meaning of object I'm not familiar with? An object lesson is a notable practical demonstration. Eg; "Do you want to see what happens if you fail?"  "Get back to work".
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May 6, 2019 17:45
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Vargatron posted:I'm trying to boot a computer into safe mode and was shocked to discover that it requires a BitLocker key. I'd pull the hard drive and just dump it but BitLocker is going to shut that down too. Guess I'm gonna have to copy all the files over via command prompt. But you can get to the login screen? Then you should also be able to access the machine via network, e.g. the C$ share.
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May 6, 2019 17:55
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nielsm posted:But you can get to the login screen? Then you should also be able to access the machine via network, e.g. the C$ share. It gives a black screen with a cursor, but doesn't log into Windows. I tried manually running Explorer via Task Manager but no dice. I did manage to get into a File Explorer window by right clicking a process and using "show process location". Fun part of this is that any time I right click the window crashes. Somehow I'm managing to copy files over to an external hard drive with this broken OS shell and keystrokes.
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May 6, 2019 18:04
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Documentation! I'm curious how you all do documentation for your systems. We currently have a spreadsheet, which is something we want to get away from. I setup confluence about 2 years ago and use it for SOPs and application/integration stuff. But I'm tryin to figure out the "system" of documenting our infrastructure (hardware, VMs, special snowflakes etc). I went way overboard in planning for one system that used a lot of tags and dynamic lists within confluence, but I am thinking that it is probably too complicated (read: error prone and not useful if you don't manually do everything.) I would like to do it in such a way as to be able to see our lists from different perspectives, (by OS, SQL version for example). Anyone done something like this before and have any straightforward ways to do it. I just don't want to spin my wheels and build a rocket ship to the moon just to have a good inventory of what we have.
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May 7, 2019 14:19
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ptier posted:Documentation! Ours is a combination of things. We have a pretty decent Inventory/Asset management solution (Lansweeper). And we have the benefit of having a really robust Document Management System (cause Law Firm) with full text indexing and searching. Lastly our KB in Service Now is really fleshed out for all support type documentation. Lansweeper can be checked, or configured with reports, to tell you pretty much anything about any system or group of systems in our entire environment. And in our DMS we created some standard documentation that is filled out on the creation of any system/solution. Since the DMS has full text searching you can search the IT repository in it for anything you need to know and find any document that references it. KB articles in Service Now get added any time there are multiple Incidents for an issue (even if it doesn't warrant a "Problem"). TheFace fucked around with this message at 14:58 on May 7, 2019 |
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May 7, 2019 14:55
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Our new guy has been annoyingly productive and efficient about getting all the documentation tasks and various "we can't be arsed" jobs we set him done in a timely manner, and frankly it's going to make the rest of us look bad. We may have to kill him. Or explain the Scotty doctrine of engineering (Tell them four hours, when you can do it in two.)
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May 7, 2019 15:22
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TheFace posted:Ours is a combination of things. We have a pretty decent Inventory/Asset management solution (Lansweeper). And we have the benefit of having a really robust Document Management System (cause Law Firm) with full text indexing and searching. Lastly our KB in Service Now is really fleshed out for all support type documentation. This is not a bad logical separation. Our ticket system is bad and we should feel bad. OTRS from about 4 years ago. Need to do updates but its just been so on the bottom of the list. Newer versions might actually be ok, need to test those out, Otherwise, I think we can work with something like that. Thanks!
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May 7, 2019 17:47
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Neddy Seagoon posted:Our new guy has been annoyingly productive and efficient about getting all the documentation tasks and various "we can't be arsed" jobs we set him done in a timely manner, and frankly it's going to make the rest of us look bad. We brought in a junior guy a few months ago to, among things, keep the ticket queue down. I don't know if I've seen an open and unassigned ticket in 2 months.
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May 7, 2019 18:29
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I'm not sure if I prefer unassigned tickets with no notes in that are being actively worked on by somebody who just doesn't feel the need to communicate with their peers, or an unassigned ticket with no notes in just because nobody has picked it up yet.
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May 7, 2019 19:06
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Neddy Seagoon posted:Our new guy has been annoyingly productive and efficient about getting all the documentation tasks and various "we can't be arsed" jobs we set him done in a timely manner, and frankly it's going to make the rest of us look bad. Do you have any printers that need administration? Point him that way and watch the earnestness drain away.
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May 7, 2019 19:08
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ptier posted:Our ticket system is bad and we should feel bad. OTRS from about 4 years ago. Need to do updates but its just been so on the bottom of the list. Newer versions might actually be ok, need to test those out Been there. Last year in fact. (Or rather, last updated OTRS in 2016 and ran through June 2018). Replaced it last June with Freshdesk. Gotta say, not running/updating your own ticket system is great. For us OTRS kept being exactly what you said - shoemaker's children syndrome, updating it bottom of the list in terms of importance because there was always something else more important and it was quote working. I'd strongly suggest looking into a SaaS system if you're able/have budget simply because unless you've got people devoted to keeping the ticket system going, i.e. ServiceNow, it's just gonna always be bottom of the list. Plus OTRS' smartphone app was an atrocious piece of poo poo and it's nice having a real app now.
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May 7, 2019 21:58
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Seconding that a good remote app makes a huge difference. It enables stuff like chucking quick notes into tickets while you're working, rather than trying to remember that stuff to update it later.
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May 7, 2019 21:59
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I literally just got the approval for Freshservice today. After messing around with the trial for the last couple weeks I am seriously looking forward to a real ticket system.
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May 7, 2019 22:18
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The Fool posted:I literally just got the approval for Freshservice today. After messing around with the trial for the last couple weeks I am seriously looking forward to a real ticket system. I mean all those good words said, I have to say that Fresh* does have an Apple-ish feel to it in that it does things the way it does things, and if you wanted to do things another way, well, sir, you best go find yourself another service desk. There's probably more examples but the one that comes to mind is that if someone sends in a ticket and CCs the world, by default whenever you hit reply the ticket response will re-include the CCs. You can manually delete them off the response, but you can't have it not CC them automatically. As far as I was concerned that should just be a checkbox in the admin settings, e.g. "Always CC original ticket CCs on reply". I sent in a ticket / feature request for that, but not only did they say they didn't have it they insisted they weren't going to implement it because it wasn't how service desks should work. My response to that was a (only-slightly-cleaned-up) version of "where the gently caress do you get off telling me how my service desk SHOULD work? Customer's always right loving applies in this situation, moron". I think they may have eventually said something later about "well OK we've made it so that if you delete the CCs the first time it won't do it again" - I actually haven't checked back on that but that's because most of our customers are nice enough to not CC everyone when they email in tickets, something for which believe me I'm very glad of, so I haven't had to deal with that issue often. But yeah there are ways in which the thing isn't quite as flexible as other service desks, never mind something like SNow. (Except you don't need your own development team either...) Also, they do hide some of the best features in the upper plans. I pushed my boss for whatever plan was the minimum that included SSO, and got lucky - he was reading the feature comps, saw that the "Forest" plan or whatever the gently caress their second-highest tier is contained the "see when other people are viewing the same ticket" feature and went nuts for it. Which, I mean, sweet, thanks boss. But you should check the feature comparison cause the minimum plans aren't necessarily that great.
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May 7, 2019 23:37
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Thanks Ants posted:I'm not sure if I prefer unassigned tickets with no notes in that are being actively worked on by somebody who just doesn't feel the need to communicate with their peers, or an unassigned ticket with no notes in just because nobody has picked it up yet. I have been telling my boss for months that if I don't pick up tickets, they sit unclaimed in the system for WEEKS. I had a loving mental breakdown over my ticket load because it felt like nobody else was doing poo poo about our queue, and I was burning myself out trying to keep it down. It took the breakdown for my team lead to get everyone to take some of my tickets. They stayed good about this for all of... one week. Then it went back to unassigned tickets just sitting there until I grab them. gently caress everyone, I'm not grabbing them. I'll work a few, but gently caress them if they think I'm going to take the entire load myself again.
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May 7, 2019 23:45
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chin up everything sucks posted:I have been telling my boss for months that if I don't pick up tickets, they sit unclaimed in the system for WEEKS. I had a loving mental breakdown over my ticket load because it felt like nobody else was doing poo poo about our queue, and I was burning myself out trying to keep it down. That sounds insane. Are you the only one supposed to be working on tickets? What is everyone else doing?
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May 8, 2019 00:07
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Internet Explorer posted:That sounds insane. Are you the only one supposed to be working on tickets? What is everyone else doing? There are four of us in helldesk. The Team Lead is the only one who has a license for our purchasing system, so he gets stuck spending most of his day doing inventory poo poo. Our newest person has been pretty much stolen by our Business Applications department, and spends most of his time working on that stuff and ignoring tickets... and our final person is more of an AV guy than helldesk, and he just tends to gently caress off doing whatever, but we can't get rid of him because he's good at schmoozing and is also the only person who knows AV poo poo. I handle 3x more tickets than the rest of them combined. And I'm done pulling that poo poo. If they can't handle helping with their primary duty, and estaff won't let us have more staffing, then I'm not going to kill myself to keep our department afloat any more.
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May 8, 2019 00:18
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Protip just assign tickets to them.
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May 8, 2019 00:25
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skipdogg posted:Protip just assign tickets to them. Nope. That would make it look like they are doing something. They can either pick up their own drat tickets, or live with the giant queue ballooning. My level of fucks given is approaching zero.
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May 8, 2019 00:29
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chin up everything sucks posted:There are four of us in helldesk. The Team Lead is the only one who has a license for our purchasing system, so he gets stuck spending most of his day doing inventory poo poo. Our newest person has been pretty much stolen by our Business Applications department, and spends most of his time working on that stuff and ignoring tickets... and our final person is more of an AV guy than helldesk, and he just tends to gently caress off doing whatever, but we can't get rid of him because he's good at schmoozing and is also the only person who knows AV poo poo. So, I have no doubt that you’re being shat-upon and I don’t mean to do so further. But: Guy 1: manager, SME for purchasing system. Guy 2: Sounds like he’s getting slow-motion poached by the dev team. Guy 3: AV SME. Guy 4: That’s you. You aren’t a SME and you haven’t been poached by another department. Your time is worth the least, so (from the business’ perspective) why wouldn’t you have to be ticket bitch? This tweet recently delivered a nasty shock to me, what the Alcoholic Anonymous bunch might call a “moment of clarity”, I thought I’d share it here: https://twitter.com/chaosprime/status/1115729227100434432?s=21
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May 8, 2019 00:34
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Schadenboner posted:So, I have no doubt that you’re being shat-upon and I don’t mean to do so further. I'm actually the guy who got a promotion to Sr helldesk dude, and is being groomed to be promoted to sysadmin sometime in the next year. I -should- be spending a hell of a lot more time helping our overworked sysadmins...
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May 8, 2019 00:54
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Also, lol at an AV SME. That’s money better spent on a dedicated desktop guy that can reimage poo poo in an hour instead of wasting time trying to clean up any infections.
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May 8, 2019 00:55
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Audio-visual, presumably
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May 8, 2019 00:56
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Probably means audiovisual like teleconference rooms and projectors and poo poo?
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May 8, 2019 00:57
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Schadenboner posted:So, I have no doubt that you’re being shat-upon and I don’t mean to do so further. Nah man, if he is on a team with 4 other people then those 4 other people need to be pulling tickets as well. If your company is big enough to have a "SME for purchasing system" and "AV SME" then you are big enough not to put all the poo poo work on one guy.
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May 8, 2019 01:04
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Thanks Ants posted:Audio-visual, presumably This is correct, he handles conference room support, arranging for new conference rooms to be built, and liasoning with vendors when we run big production events a couple times a year. I've mentioned before that he should really be Facilities instead of IT, but....
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May 8, 2019 01:04
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I don’t know your situation but it sounds pretty familiar (of course, I could also be overgeneralizing from my lovely career path onto yours). But now that guy #2 (the new guy) is being soft-poached by dev your boss probably won’t look too favorably on systems doing it to him again. The first guy to escape Alcatraz has it easier than the second, you know? And, of course, I haven’t actually figured out a way out yet either.
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May 8, 2019 01:07
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chin up everything sucks posted:I'm actually the guy who got a promotion to Sr helldesk dude, and is being groomed to be promoted to sysadmin sometime in the next year. I -should- be spending a hell of a lot more time helping our overworked sysadmins... promotions are an illusion and it doesn't matter how many tickets you do, apply for sysadmin roles at other companies
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May 8, 2019 01:53
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Schadenboner posted:So, I have no doubt that you’re being shat-upon and I don’t mean to do so further. Seconding this post - I read the initial complaint and was like 'dude doesn't have a side piece, that's why you're doing tickets' who's responsibility is it to make sure tickets are done, stop doing tickets, do your SysAd stuff and let whoever's problem it is dish out tickets 4 ways.
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May 8, 2019 13:18
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I did so poorly in a job interview last week that I basically talked myself out of the position, but now the hiring manager wants to call me at noon today. Hopefully it's not just to tell me that I do, in fact, suck, but man the whole job search process really is the worst.
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May 8, 2019 14:55
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Sirotan posted:I did so poorly in a job interview last week that I basically talked myself out of the position, but now the hiring manager wants to call me at noon today. Hopefully it's not just to tell me that I do, in fact, suck, but man the whole job search process really is the worst. I feel like people tend to overblow how bad they did in interviews. Even if you don't end up getting the job, good chance you didn't do as bad as you think.
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May 8, 2019 15:10
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Sickening posted:I feel like people tend to overblow how bad they did in interviews. Even if you don't end up getting the job, good chance you didn't do as bad as you think. Likely. Just figured the process would be easier since this is the first time I've ever looked for a job when I didn't actually *need* to switch jobs. Think I just need to Always Be Interviewin', for practice.
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May 8, 2019 15:23
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Sirotan posted:I did so poorly in a job interview last week that I basically talked myself out of the position, but now the hiring manager wants to call me at noon today. Hopefully it's not just to tell me that I do, in fact, suck, but man the whole job search process really is the worst. As somebody who has conducted interviews, being honest about limitations and talking about technical topics without getting too deep in the weeds are extremely important factors. You may have gone up against people who promised the world or dove so deep into a specific technology that the interviewers were lost. I always appreciated those who would say 'I don't know this, but here's exactly two sentences on how I would learn it' and 'Oh yes I have lots of experience in this tech, how are you implementing it? Great.' and not expand for 20 minutes to prove how much they know.
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May 8, 2019 15:38
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I have to interview a high school kid today to be an IT intern here. I've never interviewed anyone. I've never managed anyone. This kid has never had a job and has never had an interview. Fun!
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May 8, 2019 15:41
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Just talk about interests. It'll be easy.
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May 8, 2019 15:46
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I was hoping we'd get someone from the local tech college with a year under his belt. Apparently I have 2 other interviews next week and I get to pick which one.
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May 8, 2019 15:49
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I have to help interview someone for a role that would eliminate our involvement in a project were bidding on. Nice conflict of interest
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May 8, 2019 15:56
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Sickening posted:I feel like people tend to overblow how bad they did in interviews. Even if you don't end up getting the job, good chance you didn't do as bad as you think. I don't know... I've had a couple bad interviews that still haunt me to this day. The worst one started with me being pawned off onto some other poor IT guy for a 'tour' of the place while we waited for his managers to come interview me. He spent the whole time warning me to 'get out as fast as I can.' The actual interview consisted of me answering a bunch of technical questions just fine until they asked me "What would you say DNS is?" I knew exactly what DNS was and thought I answered their question acceptably. Until they asked me again, "But what would you say DNS is?" 15 more minutes of me explaining how DNS works, what it's for... "Yes, but what would you say DNS is?" Another half hour of doing a whole top down explanation of DNS from the high level overview of 'DNS translates hostnames/domain names to ip addresses' to explaining what each nameserver does, A records, reverse lookup zones, dynamic DNS, the steps involved in a DNS lookup, what ICANN is and so on... At this point I think I'd probably talked for about an hour about just DNS. Then they asked me, "okay so what is DNS then?" I just said that I guess I didn't really know, and to this day I'm still left wondering about the philosophical merits of DNS.
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May 8, 2019 16:01
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GnarlyCharlie4u posted:I don't know... I've had a couple bad interviews that still haunt me to this day. The internet's phone/address book? It sounds like they wanted you to talk like a person instead of an IT robot to see if you can explain complex ideas to non-technical people. v--- or that perhaps! MF_James fucked around with this message at 16:25 on May 8, 2019 |
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May 8, 2019 16:05
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GnarlyCharlie4u posted:I don't know... I've had a couple bad interviews that still haunt me to this day.
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