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In our big management shakeup, one of the goals is a reorg to meet ITIL standards. Right now our organization is kind of a mess so I believe that this is coming from a good place, except we don't have the infrastructure in place nor have the support to fix all the broken poo poo. All this to say, I just closed a 9 day old ticket because when the user called the help desk, they opened the ticket incorrectly and it's been bouncing around internal teams for over a week before it finally landed in my queue. Because it got manually assigned, it bypassed the automated approvals process and there's no way to manually kick it off, so I had to close the ticket and request the user resubmit a new ticket. If I was the user I'd be pisssssssssed. Though secretly I'm loving the ticketing bloodlust.
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Oct 16, 2024 17:02
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People should've kicked something like that back sooner saying you didn't follow the process, no idea why people passed it along instead of dealing with it. Speaking of people not understanding how to make a ticket: I just kicked back a ticket to the service desk where the end user is a dev who just...copy and pasted the whole error they were seeing without any context. Service Desk reassigned it to level 3 leaving the random 161 character error message as the subject. No idea who thought that was acceptable.
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Oct 16, 2024 17:42
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minusX posted:People should've kicked something like that back sooner saying you didn't follow the process, no idea why people passed it along instead of dealing with it. because the entire thing is fundamentally broken. My boss had opened a service desk ticket earlier today for a change we need to be made within Service Now and they routed the ticket back to him to work on. When I told him it was in our queue he looked like he ready to just give up on life.
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Oct 16, 2024 18:50
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Sorry, forgot to triage this ticket from 10 days ago. Let me pass it to your team now that the user is angrily demanding an update without taking responsibility for sitting on it in a different queue for so long.
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Oct 16, 2024 20:54
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I get that with presales stuff, "the customer is real mad that they've not heard back on their query for three weeks, I told them we'd have a quote over today, can you see what they need?" It's why I don't talk to customers without an account manager present.
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Oct 16, 2024 20:56
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Where did this pattern where you deploy an application by logging into a web site, filling out a form, downloading an executable from a non-permanent link, and then executing it with sudo come from? I have seen this twice in the last two months and it just pisses me off. No, I am not going to give you sudo access to run whatever script you happened to download, unless you show me the security exception for it. No, I am not going to assign a sysadmin to sit with you and run it whenever you want as part of application installation. Cattle, not pets. Tell the vendor to do better. curl | sudo bash is bad enough but at least there was usually some hope that we could run curl ourselves, inspect the payload, and delivery whatever was being downloaded ourselves to a set path, and then give people access to run sudo against that exact file. Now they've invented a way to keep us from doing any inspection at all.
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Oct 16, 2024 21:35
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Looks like purchasing went ahead with the other vendor. Almost no consultation with us. One more nail in the "once this app is gone, I'm out" coffin.
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Oct 16, 2024 22:20
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Zorak of Michigan posted:curl | sudo bash is bad enough but at least there was usually some hope that we could run curl ourselves, inspect the payload, and delivery whatever was being downloaded ourselves to a set path, and then give people access to run sudo against that exact file. Now they've invented a way to keep us from doing any inspection at all. Not the point of your point, I know, but I want to make sure that people know that you can still do what you're requesting. Just don't pipe the output of curl to the sudo bash. Download it first, look over it, and then if you're comfortable with it, run it with sudo.
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Oct 17, 2024 00:48
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Er that's what I was trying to say. I hate curl | bash but I can make it work in our corporate environment. These newer apps, where they expect you to create the download artifact anew for every installation, are the ones that bother me. I think some of these developers are so cloud-centric and schooled in DevOps that they have no idea how to write commercial software that someone might need to install in an old-school on-prem world.
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Oct 17, 2024 01:08
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This is similarly why we're looking at a new backup solution. We still have a bunch of on-prem stuff and it's not going away (much as a senior VP announced SO PROUDLY at a meeting 8 years ago that 5 years from then we wouldn't even have a datacenter), and the current solution loving sucks for a good portion of my gear. Like 25-30h backups, which makes it difficult to keep poo poo current. But cloud everything was the future 10 years ago, just like AI everything is now. I shudder to think about some of the complete and utter AI-hosed garbage we're going to be dealing with in the next several years. And people ask me why I like legacy systems while I quietly pet my P9 boxes (quietly because you can't hear anything but that fucker's fans when you're less than 10 feet away, but I love them).
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Oct 17, 2024 12:57
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I mean if you're talking backups, that's a good example of cloud solutions making sense for all but the largest of companies. If you had cloud buy-in from the suits, backups would be the first thing I'd utilize for an off-site backup.
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Oct 17, 2024 15:37
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Anybody having strange DHCP issues with the October Windows Server patches? I'm not 100% sure whether that's what I'm dealing with, and if it is, it's only affecting certain types of clients.
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Oct 17, 2024 16:02
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As part of a new conference area in our HQ they bought a one person glassed in "focus room." I'm not sure who would actually use it, and that it has a whiteboard inside like two people would go in there for a meeting is laughable. What's even more laughable is that I just went to the manufacturer's website and this model starts at $18,000.
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Oct 17, 2024 16:53
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Gonna go in there and focus on taking a nap.
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Oct 17, 2024 16:57
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What the hell kind of "focus room" has glass walls?? 
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Oct 17, 2024 17:06
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It's not a focus room if you cant watch your phone porno in privacy.
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Oct 17, 2024 17:08
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klosterdev posted:I mean if you're talking backups, that's a good example of cloud solutions making sense for all but the largest of companies. If you had cloud buy-in from the suits, backups would be the first thing I'd utilize for an off-site backup. I think the point isn't "cloud bad" but "any backup that takes more than a day to run is not suited to purpose." The question of why that's been allowed to continue without being corrected by any means necessary is presumably giving poor Alex an ulcer right now.
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Oct 17, 2024 17:15
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johnny park posted:What the hell kind of "focus room" has glass walls?? It's not the person in the room who is focusing
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Oct 17, 2024 17:45
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Zorak of Michigan posted:I think the point isn't "cloud bad" but "any backup that takes more than a day to run is not suited to purpose." The question of why that's been allowed to continue without being corrected by any means necessary is presumably giving poor Alex an ulcer right now. A solid backup strategy balances time to complete the backup, time between the backups (aka how much data loss you're okay with), and money spent on resources to perform the backups (both personnel and equipment). It's something of an art. I spent almost ten years in that space, and it was a huge struggle to get anyone to do it.
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Oct 17, 2024 17:47
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broke: concentration camp woke: focus room
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Oct 17, 2024 17:48
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Zorak of Michigan posted:I think the point isn't "cloud bad" but "any backup that takes more than a day to run is not suited to purpose." The question of why that's been allowed to continue without being corrected by any means necessary is presumably giving poor Alex an ulcer right now. They literally gave up on the diagnosis on why it was so bad for our particular environment. We went up to 2x 25GB LACP pairs on the backup NICs on our new gear and it made zero difference. And like Zorak said: IDGAF where or how they want to store it, cloud or on prem, but when your response is "dunno, works fine for all of our cloud based stuff, we're giving up", that's when it gets frustrating. I just need our backups for the system of record for the company to function in a way that allows for appropriate recovery. And a backup that takes less than an entire day should be part of that.
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Oct 17, 2024 18:09
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Just had a manager send in a request for us to give access to Folder A to an employee. The manager doesn't own that folder (but does have access to it), so I had to forward their request to the folder owner, and told the manager I'd let them know when I got approval. The manager's response was to take the files they wanted the employee to use out of Folder A and put them in Folder B, which is a folder the manager owns, then tell us the employee's access to folder B is approved. Bruh
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Oct 17, 2024 19:31
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Weekly IT meeting, I do (mostly) nothing with enduser support, but our HD manager and my boss are in the meeting as well as me and the CTO CTO: every time I have a meeting with other execs they always say their computers are having X Y Z problem Me: Did they put in a ticket? CTO: LOL they aren't gonna put in a ticket Me:..... CTO: Can we have the HD reach out to all execs and proactively look at their computers and see if they have problems HD Manager: .... fine.... Me: That's nice for now, what about in a month or two when they all have problems again and aren't reporting them and let them build up? CTO: Well that's fine, we're going to be good and everything will be working now Me: Everything works until it doesn't CTO: Yes but it will be working now Me: Ok, so do you want the HD to once a month go and checkup on the execs to make sure they aren't stewing in problems and waiting to complain to you? Or do you want us to magically divine when they are having problems so we can go fix them before they complain? I loving give up, we do not have the staff to actually do white gloves support like that but he wants it. The only reason I said anything was because I knew the HD manager wouldn't speak up for himself because he's used to getting walked on. I don't even know why I give a poo poo, I'm just going to go back to no fucks mode.
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Oct 17, 2024 22:52
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Do the execs not have EAs that they grumble to about computer issues?
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Oct 17, 2024 22:54
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Solid odds the EAs are the ones who actually use the computers anyway.
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Oct 17, 2024 23:22
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One of our in house counsel accidentally emailed a document with sensitive information to someone internally who has the same name as the intended external recipient. Ran the compliance report to purge and she had reported it as a phishing message. Our training is….working?
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Oct 17, 2024 23:37
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EDIT: Never mind, this added nothing that wasn't already said
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Oct 18, 2024 00:18
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Thanks Ants posted:Do the execs not have EAs that they grumble to about computer issues? it's this as some that's done executive support before you almost never need to talk to the exec themselves you work with the ea's they will know what the problem is and will get you access to fix it
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Oct 18, 2024 02:55
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Dick Trauma posted:As part of a new conference area in our HQ they bought a one person glassed in "focus room." I'm not sure who would actually use it, and that it has a whiteboard inside like two people would go in there for a meeting is laughable. What's even more laughable is that I just went to the manufacturer's website and this model starts at $18,000. While one of our locations had a massive remodel going on, they had split the users of the building to 3 buildings around town. None of them were built for office space, so all of them were just open offices, and one person complained constantly how he couldn't have private meetings. Which, sure that is an issue, but he's the one who picked these locations. We actually looked those small phonebooth sized personal conference rooms for that location. They were thousands of dollars and basically a chair with a small desk. All I could imagine was someone farting in the room, and holding the door closed while someone was in there though.
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Oct 18, 2024 03:09
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MF_James posted:Weekly IT meeting, I do (mostly) nothing with enduser support, but our HD manager and my boss are in the meeting as well as me and the CTO I know my current company is a good one because the C levels will actually put in tickets. At a previous job they'd refuse to stoop to something so common and instead would text the IT director directly, who'd then try to play helpdesk despite being very out of practice; it would take him 20 minutes to figure out something someone actually on the helpdesk team would solve in 30 seconds.
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Oct 18, 2024 04:02
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The Fool posted:it's this That would have been nice. In my experience VIP support comes down to them preferring to spend 15 minutes yelling at you about how hosed up their laptop is instead of handing it to you for five minutes to fix the problem. Never give executives anything you can't just hand them a newly imaged replacement for. mllaneza fucked around with this message at 06:26 on Oct 18, 2024 |
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Oct 18, 2024 06:08
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Thanks Ants posted:Do the execs not have EAs that they grumble to about computer issues? Only the CEO has an EA afaik Part of the problem is that they have problems and don't report them, when we find out about them, they're always too busy using their computer to let the HD work on it, so round and round things go.
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Oct 18, 2024 08:07
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Execs doing work on their computers? What is this alien concept?
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Oct 18, 2024 08:38
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ponzicar posted:I know my current company is a good one because the C levels will actually put in tickets. At a previous job they'd refuse to stoop to something so common and instead would text the IT director directly, who'd then try to play helpdesk despite being very out of practice; it would take him 20 minutes to figure out something someone actually on the helpdesk team would solve in 30 seconds. At a company I've been outsourced to on occasion, I actually heard "who taught x to send in tickets?", as a negative towards x. The helpdesk manager is a people pleaser who at least had the honesty to tell me to not bother with actual documentation, since nobody would maintain it, and a number of users (such as one EA) just email (or walk up to) the IT manager, who just forwards us the email, or tells us.
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Oct 18, 2024 09:34
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Serperoth posted:At a company I've been outsourced to on occasion, I actually heard "who taught x to send in tickets?", as a negative towards x. The helpdesk manager is a people pleaser who at least had the honesty to tell me to not bother with actual documentation, since nobody would maintain it, and a number of users (such as one EA) just email (or walk up to) the IT manager, who just forwards us the email, or tells us. What I hear is, "Don't spend time writing documentation, spend it sending job applications."
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Oct 18, 2024 13:21
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mllaneza posted:
this is the ideal for all users, not just execs
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Oct 18, 2024 13:35
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me: you do NOT need a new router customer, a few days later: your tech VERY POMPOUSLY told me that i needed to buy a new router and so i bought a $1500 new router and it's sitll wrong!!!!
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Oct 21, 2024 14:06
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Shugojin posted:me: you do NOT need a new router why would you do that to him? 
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Oct 21, 2024 15:23
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wizard2 posted:why would you do that to him? in my defense she WAS eating when she called in which is deeply unforgiveable
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Oct 21, 2024 15:44
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Zorak of Michigan posted:What I hear is, "Don't spend time writing documentation, spend it sending job applications." That particular client is a dead end, yeah. Even if I end up staying at the MSP, one of my discussions will be to not outsource at them again. That said, I am touching up my CV as we speak, never hurts to send something out. Need to contact the writing goon sometime.
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Oct 21, 2024 16:01
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