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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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Jun 23, 2018 21:23
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Renegret posted:My department is the only one with the ability to reopen tickets or modify already closed ones. 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 |
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Jun 23, 2018 22:15
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Malek posted:Our ticket system is balls and we reopen it if we get an email and decide it's worth reopening. 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?)
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Jun 23, 2018 22:25
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Malek posted:Our ticket system is balls and we reopen it if we get an email and decide it's worth reopening. 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?
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Jun 23, 2018 22:37
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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.
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Jun 24, 2018 03:06
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Anybody use IT Glue? Is there a way to not require a new password login, with 2FA, every, like 5 minutes?
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Jun 24, 2018 03:10
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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...."
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Jun 24, 2018 10:55
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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.
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Jun 24, 2018 19:16
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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?
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Jun 24, 2018 19:20
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Yeah I think the bigger question here is why the “server room” is also the water heater closet
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Jun 24, 2018 19:29
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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.
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Jun 24, 2018 19:35
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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.
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Jun 24, 2018 19:51
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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.
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Jun 24, 2018 20:10
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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 |
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Jun 24, 2018 21:20
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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.
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Jun 24, 2018 21:24
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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
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Jun 24, 2018 21:29
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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.
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Jun 24, 2018 22:38
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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.
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Jun 25, 2018 17:13
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Larches, I hope things are okay with you!
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Jun 26, 2018 12:29
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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
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Jun 26, 2018 14:02
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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.
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Jun 26, 2018 14:28
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Sprechensiesexy posted:Yesterday I received a ticket with the following sentence in it: Oh god it's spreading.
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Jun 26, 2018 15:09
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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.
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Jun 26, 2018 15:26
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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
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Jun 26, 2018 18:04
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Cat Army
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[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
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Jun 26, 2018 18:13
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The Iron Rose posted:A ticket came in: someone on our recruiting team's desk phone wasn't getting a network link! 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
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Jun 26, 2018 19:04
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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...
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Jun 26, 2018 21:42
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An incident came in. A couple of hours later a recommendations field on the incident report went out:quote:Recommendations: Taking that walk now.
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Jun 27, 2018 04:16
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Mr. Fix It posted:An incident came in. A couple of hours later a recommendations field on the incident report went out: Yiiiiikes
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Jun 27, 2018 04:35
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One of those “blameless” post mortems huh
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Jun 27, 2018 06:17
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An email came in to my legacy work address, and spammers have gotten clever
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Jun 27, 2018 11:43
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Call his bluff, ask him to send the video to 5 random contacts. 
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Jun 27, 2018 12:13
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Ah yes, the tracking pixel
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Jun 27, 2018 12:23
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Shouldn't be hard. Estonia has like 20 people in it. Take an afternoon, really.
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Jun 27, 2018 13:27
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Oh poo poo, you got hit with the deleterious soft!
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Jun 27, 2018 13:32
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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
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Jun 27, 2018 13:40
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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) AFAIK Google now preloads all images and therefore makes tracking pixels useless, giving them a false positive on every single one.
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Jun 27, 2018 13:47
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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.
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Jun 27, 2018 14:05
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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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Jun 27, 2018 14:07
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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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Jun 27, 2018 16:20
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