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Renegret
May 26, 2007

THANK YOU FOR CALLING HELP DOG, INC.

YOUR POSITION IN THE QUEUE IS *pbbbbbbbbbbbbbbbbt*


Cat Army Sworn Enemy


My department is the only one with the ability to reopen tickets or modify already closed ones.

I promise I only use this power for evil, and occasionally petty spite.

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Malek
Jun 22, 2003

Shut up Girl!
And as always: Kill Hitler.


Renegret posted:

My department is the only one with the ability to reopen tickets or modify already closed ones.

I promise I only use this power for evil, and occasionally petty spite.

Our ticket system is balls and we reopen it if we get an email and decide it's worth reopening.
Also I don't think it's about the last word, it's about "I'm going to respond to let them know I got their email."
I like thank you emails. Had a customer call me "bruddah" once. Made my day.

Malek fucked around with this message at 22:17 on Jun 23, 2018

RFC2324
Jun 7, 2012

Http 418




Malek posted:

Our ticket system is balls and we reopen it if we get an email and decide it's worth reopening.
Also I don't think it's about the last word, it's about "I'm going to respond to let them know I got their email."
I like thank you emails. Had a customer call me "bruddah" once. Made my day.

Its technically the last word, simply because so many places require a response to every email/ticket update. Every time someone sends a thanks, you have to reply just because it counts against you if you don't(yes, i have spent too much of my life doing front line public tech support, why do you ask?)

Corsair Pool Boy
Dec 17, 2004

by Cyrano4747


College Slice

Malek posted:

Our ticket system is balls and we reopen it if we get an email and decide it's worth reopening.
Also I don't think it's about the last word, it's about "I'm going to respond to let them know I got their email."
I like thank you emails. Had a customer call me "bruddah" once. Made my day.

I'm one of the only ones in the department that responds to 'we are back up now' or 'we arrived in the office and everything is fine' emails and it's infuriating. We have a few guys that will just close the ticket. Like dude, at least acknowledge that they are up, and maybe confirm we show their stuff online too?

I don't know how many we have that do this vs. flat out ignoring email though - about 15 hours of my week is spent going through email from my days off to make sure customer replies were even looked at and usually find a dozen or so that were not. Before I started doing this, it was always fun to find that month-old ticket where the customer replied to us within minutes confirming a maintenance window that night and needing to email back saying 'hey sorry this was missed, ignored, and forgotten, can I do it tonight?

Sirotan
Oct 17, 2006

Sirotan is a seal.




A text came in (to the on-call phone) while I was in the theater watching Hereditary. I was able to resolve the issue with a quick reply, which kind of disappointed me. The movie was so goddamn boring I think I really wanted an excuse to leave.

ilkhan
Oct 7, 2004

IF I JUST LICK ENOUGH BOOT LEATHER, BIG DADDY TRUMP WILL SURELY LOVE ME

Anybody use IT Glue? Is there a way to not require a new password login, with 2FA, every, like 5 minutes?

Neddy Seagoon
Oct 12, 2012

Hi, Everybody!


Sirotan posted:

A text came in (to the on-call phone) while I was in the theater watching Hereditary. I was able to resolve the issue with a quick reply, which kind of disappointed me. The movie was so goddamn boring I think I really wanted an excuse to leave.

How you choose to visibly respond to that text around others is your own choice.. They don't need to know its actual contents or response .

"Oh no, something work-related's come up, I gotta go...."

Corsair Pool Boy
Dec 17, 2004

by Cyrano4747


College Slice

We had a customer down for a day or so. Eventually, the ISP reported wet cabling in a pedestal causing errors on the circuit. After being provided this information, the customer called us in a panic asking where the pedestal is and if it's located in the building because

The server room:


We've explained 3x that the pedestal is one of those green boxes outside (and this one isn't even on the company's property, it's further up the street) and she's still worried and asking if it's possible their water heater leaked and caused the issue. I don't think we can say no again without being condescending. Lady, if you want to replace the water heater, do it. It did not leak enough water that it somehow got into their cabling on the other side of the block. The ISP spent a total of about 2 minutes in their office and said nothing about any problems found, I don't understand why she's so fixated on the idea that their water heater may have caused this.

Thanks Ants
May 21, 2004

Bless You Ants, Blants



It's not a bad idea for them to not have all that equipment next to a water cylinder - if your contact is shooting for an excuse to get it all moved then maybe help her along a bit?

Weedle
May 31, 2006




Yeah I think the bigger question here is why the “server room” is also the water heater closet

DelphiAegis
Jun 21, 2010


Weedle posted:

Yeah I think the bigger question here is why the “server room” is also the water heater closet

Yeah, maybe she's trying to use that as an excuse to push her bosses for an actual dedicated room for their internet, rather than the lovely utility closet.

Weaponized Autism
Mar 26, 2006

All aboard the Gravy train!

Hair Elf

Weedle posted:

Yeah I think the bigger question here is why the “server room” is also the water heater closet

It was sold to them as a water cooling solution.

Javid
Oct 21, 2004

My sole partiality is to that delectable spiced meat. Any additional confederation of vegetables shall not compromise the pie as I see it.

In my experience, if it's even remotely possible that an outage is your fault, your provider will not be shy about telling you about it.

Corsair Pool Boy
Dec 17, 2004

by Cyrano4747


College Slice

Thanks Ants posted:

It's not a bad idea for them to not have all that equipment next to a water cylinder - if your contact is shooting for an excuse to get it all moved then maybe help her along a bit?

How? The problem wasn't even in the building. We actually have notes showing we told them it's a terrible location for network equipment when we set it up (very unusual that we would have notes like that at all).

e: I sent another email saying that if water damage is a concern it's probably a good idea to move the heater or network equipment but nothing in their office contributed to this outage.

Corsair Pool Boy fucked around with this message at 21:24 on Jun 24, 2018

Thanks Ants
May 21, 2004

Bless You Ants, Blants



I just got the impression that your contact asking three times whether it’s possible that the water heater caused the problem was fishing for a “yeah we don’t recommend putting that kit in there” answer to take to her boss.

RFC2324
Jun 7, 2012

Http 418




Thanks Ants posted:

I just got the impression that your contact asking three times whether it’s possible that the water heater caused the problem was fishing for a “yeah we don’t recommend putting that kit in there” answer to take to her boss.

This. I would clarify that it didn't in this case, but is likely to in the future as that is a amazingly terrible place to put anything that uses electricity

Corsair Pool Boy
Dec 17, 2004

by Cyrano4747


College Slice

I snuck an ill-timed edit in there, you guys are probably right. I'm just so used to them not understanding things I didn't even think about that.

ChubbyThePhat
Dec 22, 2006

Who nico nico needs anyone else


ilkhan posted:

Anybody use IT Glue? Is there a way to not require a new password login, with 2FA, every, like 5 minutes?

I use it, but I don't have it log me out every 5 minutes. I'm not even aware if that's a setting we control or not though. My timeout is more around 4 hours or something I think.

my cat is norris
Mar 11, 2010

#onecallcat




Larches, I hope things are okay with you!

Sprechensiesexy
Dec 26, 2010

Tetten? Tetten? Tetten? Tetten?


Yesterday I received a ticket with the following sentence in it:
"Kunnen jullie het nodige doen?"

You can probably guess what that means in English

AlexDeGruven
Jun 29, 2007

Watch me pull my dongle out of this tiny box




Are you telling me the needful has successfully jumped languages? This is bad. We should have listened to the scientist at the beginning of the movie.

ChubbyThePhat
Dec 22, 2006

Who nico nico needs anyone else


Sprechensiesexy posted:

Yesterday I received a ticket with the following sentence in it:
"Kunnen jullie het nodige doen?"

You can probably guess what that means in English

Oh god it's spreading.

Farking Bastage
Sep 22, 2007


The considerable amount of time I spent as a desktop tech before working my way into networking has done a couple of things for me. It makes me really appreciate the good techs, and it makes me want to violently savage the lazy ones with a sandpaper condom. We have one that's just plain poo poo. He's been here 10-ish years and knows better than poo poo like this, but he's just lazy. I get a priority one ticket from City Hall from the tech saying a commissioner is down and this needs to be looked into. I run the machine name through NAC and see that it's been disconnected since 10 this morning, so I head over.



Couple of things here..

1. They know better than to use someone random hand crimped patch cable. We gave you a huge box of new patches.
2. It's plenum cable which isn't flexible enough to be used for a client patch cable, which caused...
3. the VISIBLE damage and kinks on the patch cord.

The lazy fucker shouldn't be arsed to look under the desk. I saw it the second I walked into the room. It was in plain loving view.

I had to get that off my chest.

The Iron Rose
May 12, 2012

Cat Army


A ticket came in: someone on our recruiting team's desk phone wasn't getting a network link!

So I saunter on over to the recruiting den and what lo and behold, it indeed can't access the network. Phone looks fine, so I trace the cables and find that it's plugged into a dinky little desktop switch. That, in turn, is plugged into a $3,000 48 port managed Cisco switch, which powers the other three other desk phones and literally nothing else.

It ended up just being a bad cable from the Cisco switch to the lovely desktop switch but who in their right loving mind thought that this was a good networking setup it was my boss

Zamboni Apocalypse
Dec 29, 2009


[SPAM] FW: RE: A Ticket Came In - who in their right loving mind thought that this was a good networking setup it was my boss

Farking Bastage
Sep 22, 2007


The Iron Rose posted:

A ticket came in: someone on our recruiting team's desk phone wasn't getting a network link!

So I saunter on over to the recruiting den and what lo and behold, it indeed can't access the network. Phone looks fine, so I trace the cables and find that it's plugged into a dinky little desktop switch. That, in turn, is plugged into a $3,000 48 port managed Cisco switch, which powers the other three other desk phones and literally nothing else.

It ended up just being a bad cable from the Cisco switch to the lovely desktop switch but who in their right loving mind thought that this was a good networking setup it was my boss

Depending on how that Cisco is configured they could’ve looped it up and took down the entire network I think they should know that

blackswordca
Apr 25, 2010

Just 'cause you pour syrup on something doesn't make it pancakes!

So a ticket came in.

One of our applications is acting up and throwing strange errors on the user side. So I log into the server and check internal logs, nothing. I check event viewer. The app is listed, let's see what info they have about the error:

'The'


Thanks for that...

Mr. Fix It
Oct 26, 2000

ayyy




An incident came in. A couple of hours later a recommendations field on the incident report went out:

quote:

Recommendations:
Follow procedure and announce work you're doing on production services.
Read and comprehend chat discussion of services your are actively working on.
Don't add stuff to [CONFIG MANAGEMENT SYSTEM] if it's not getting activated. The [REDACTED[ service was set up to be enabled on the [REDACTED] but not actually deployed. This is I refer to as a "landmine" and it's poor form. Very poor form.
Feel shame proportional to your involvement in this fiasco.
Feel some extra shame for just how dysfunctional everything is.
Take a nice long walk to burn off some of the frustration smoldering inside of you (that recommendation is for me)

Taking that walk now.

kensei
Dec 27, 2007

He has come home, where he belongs. The Ancient Mariner returns to lead his first team to glory, forever and ever. Amen!



Mr. Fix It posted:

An incident came in. A couple of hours later a recommendations field on the incident report went out:


Taking that walk now.

Yiiiiikes

Jaded Burnout
Jul 10, 2004




One of those “blameless” post mortems huh

ookiimarukochan
Apr 4, 2011


An email came in to my legacy work address, and spammers have gotten clever

Merijn
Nov 7, 2005

The pirate code is really more of a guideline, than actual rules.


Call his bluff, ask him to send the video to 5 random contacts.

suuma
Apr 2, 2009


Ah yes, the tracking pixel

Johnny Aztec
Jan 29, 2005
Probation
Can't post for 19 days!


Shouldn't be hard. Estonia has like 20 people in it. Take an afternoon, really.

Geemer
Nov 4, 2010




Oh poo poo, you got hit with the deleterious soft!

BallerBallerDillz
Jun 10, 2009

Cock, Rules, Everything, Around, Me


Scratchmo

suuma posted:

Ah yes, the tracking pixel

That is actually a thing, and why Gmail doesn't display images from unknown senders by default (or at least it used to, maybe they figured out a way around it)

https://en.ryte.com/wiki/Tracking_Pixel

SEKCobra
Feb 28, 2011


BallerBallerDillz posted:

That is actually a thing, and why Gmail doesn't display images from unknown senders by default (or at least it used to, maybe they figured out a way around it)

https://en.ryte.com/wiki/Tracking_Pixel

AFAIK Google now preloads all images and therefore makes tracking pixels useless, giving them a false positive on every single one.

Irritated Goat
Mar 12, 2005

This post is pathetic.


A few posts back but we have the due date poo poo on our tickets too. It's mostly for the C Levels as we can just change the date whenever and no one gives 2 shits.


Sirotan posted:

A text came in (to the on-call phone) while I was in the theater watching Hereditary. I was able to resolve the issue with a quick reply, which kind of disappointed me. The movie was so goddamn boring I think I really wanted an excuse to leave.

Hereditary was really good. I admit it does ask that you love slow burn horror a bit though.

The Macaroni
Dec 20, 2002
...it does nothing.

It was a thing for many years, it's how we tracked open rates. Clickthroughs are more important anyway, but a lot of email providers probably still don't block them automatically.

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dogstile
May 1, 2012

fucking clocks
how do they work?


Merijn posted:

Call his bluff, ask him to send the video to 5 random contacts.

"poo poo, can I get a copy? I've been meaning to expand my pornhub profile"

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