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Mo_Steel posted:There are two types of tickets I've grown to hate: Just fix it ASAP, it's an emergency.
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Jul 15, 2015 06:24
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No the worst tickets are A) FW: with literally no explanation of the fowarded email, and B)any time someone CCs our helpdesk mailbox and has a back and forth conversation using the reply all button.
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Jul 15, 2015 06:25
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Vague tickets you reckon?quote:could you please look at print setiing ?
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Jul 15, 2015 06:39
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Ghostlight posted:Vague tickets you reckon? "Opened and checked print settings on my personal computer. Everything was correctly configured. " Ticket closed
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Jul 15, 2015 07:51
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Jeoh posted:Anything that breaks in the next 14 months is because of your code. I'm 100% ready for responsibility. Supervisor has taken it upon himself to review the code now (2 days after I put it live and nothing broke) and is throwing possible 'critical problems' my way every 5 minutes, none of which are actually critical or possible. I'm just happy that the hardest part is over.
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Jul 15, 2015 11:57
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Laserface posted:No the worst tickets are A) FW: with literally no explanation of the fowarded email, and B)any time someone CCs our helpdesk mailbox and has a back and forth conversation using the reply all button. I enthusiastically close any ticket that doesn't provide me with at least a vague notion of the problem.
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Jul 15, 2015 13:02
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Mo_Steel posted:2. "x isn't working correctly, this has been going on for weeks" - Why would you not say something right away when something important is not working? If you don't tell me something isn't working properly I'm not going to know unless I'm actively monitoring it, and I don't have time to babysit 200+ PCs and a roughly similar number of other devices ranging from printers to servers to streaming devices. Worse, a few weeks is a long time: now other things might be compounding the issue making it harder to unravel the cause from the noise. If I don't have time to fix it that second I'll let you know, but knowing about it right away allows me to better manage my time and resources to focus on important tasks as well. This poo poo loving kills me because it invariably comes with "And it's business critical." My response is the same as when people say "This folder went missing and it's business critical but I can't tell you the name of it or any of the contents," and that response is pretty much "Clearly it's not actually important at all."
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Jul 15, 2015 15:21
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20 people, 2 printers. Exclusively used by sales even though we have CRM software to handle tracking customer contact. I've only used the printers to print out personal things like proof of insurance since I have no printers at home.
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Jul 15, 2015 15:27
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Funny, I just had a client call and tell us that they couldn't print. Then they said it's been like this for 2 months 
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Jul 15, 2015 15:34
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One of the SAN systems that we sell and support has an issue where the CPUs on the metadata servers start reporting high temperatures and throttle themselves. This in turn leads to the volumes becoming unstable and crashing out. We had a lot of back and forth with the vendor trying to figure out why it started happening all of a sudden. They were convinced that it was due to poor cooling and/or air circulation in the racks...in a data center that is carefully monitored by a paranoid ops team. Turns out it's due to the leap second being improperly handled by the system's NTP service somehow (we weren't give specifics) and the solution is to set the time to itself. 
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Jul 15, 2015 15:38
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All the printer talk got me wondering, so I walked up to our admin offices to check the MFP situation. There is a spot where I can stand and actually see the doors that lead to 3 different MFP's, and a corner that has another right around it. That is for exactly 20 people, at least 14 of which have desktop printers. We just moved the 4th one up there; the justification for that was "What of one of the other ones stops working?".
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Jul 15, 2015 15:41
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99% of our printing is personal poo poo, like people doing their taxes or mortgage paperwork, but drat if they're not pissy when it breaks regardless. I tell them do I look like Kinkos to you?
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Jul 15, 2015 15:44
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kensei posted:Adding to the OP, well done.
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Jul 15, 2015 15:45
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Sham I Am posted:All the printer talk got me wondering, so I walked up to our admin offices to check the MFP situation. There is a spot where I can stand and actually see the doors that lead to 3 different MFP's, and a corner that has another right around it. That is for exactly 20 people, at least 14 of which have desktop printers. We just moved the 4th one up there; the justification for that was "What of one of the other ones stops working?". What if your computer stops working? Should we give everyone a spare? How about your phone?
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Jul 15, 2015 15:47
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Gilok posted:I enthusiastically close any ticket that doesn't provide me with at least a vague notion of the problem. My issue comes in when the response from a manager is "well, contact them to find out what they mean". There's a reason to call/email someone for more info sometimes, but one of those reasons shouldn't be that the user put in a ticket that says, "halp borken !! " and then I have to figure out what they mean. Why is it my job to decipher what you mean when you're not even meeting me halfway?
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Jul 15, 2015 15:49
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A power outage came in. About half the office didn't have their computers plugged into the UPS+generator protected outlets. The access layer switches weren't either, so all the IP phones died.  When power returned the generator turned off, but the switchgear didn't switch back to grid power. Fortunately I noticed before the UPS batteries ran out (We have about 10 minutes of battery run time) and could manually reconnect the grid.
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Jul 15, 2015 15:52
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Sham I Am posted:All the printer talk got me wondering, so I walked up to our admin offices to check the MFP situation. There is a spot where I can stand and actually see the doors that lead to 3 different MFP's, and a corner that has another right around it. That is for exactly 20 people, at least 14 of which have desktop printers. We just moved the 4th one up there; the justification for that was "What of one of the other ones stops working?". Our admin office has 6 people. Each has their own printer. One guy has two. And there's three MFPs there. Why? "Sometimes we deal with sensitive documents"
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Jul 15, 2015 16:01
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Jeoh posted:Our admin office has 6 people. Each has their own printer. One guy has two. And there's three MFPs there. Why? "Sometimes we deal with sensitive documents" We had this excuse so we got an MFP that the user needs to put in a password before it prints.
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Jul 15, 2015 16:11
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GreenNight posted:We had this excuse so we got an MFP that the user needs to put in a password before it prints. Yeah, and this is nearly all MFPs these days. Savin/Ricoh, Canon, Xerox... They all allow for some form of Secure Printing natively.
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Jul 15, 2015 16:16
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Talked with supervisor about budgeting computer upgrades. Mentioned the research I had done and how I think Dell would be the best option, since the Optiplex 3020 is the best value at $512, and we could just go straight to a Dell rep to handle everything and blah blah blah. Good news: He wants to bump up the specs and try to budget about $700 per computer. Bad news: He wants to go through TigerDirect 
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Jul 15, 2015 16:25
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<songs of flash / java> 99 bugs in the code on GitHub, 99 bugs in the code. Take one down, patch it around, 102 bugs in the code on GitHub. </songs of flash / java> (stolen from someone on spiceworks community) Printer chat: we have 2 big MFPs in our office. One day last week they both decided to stop doing scan to email. We go check the settings on printer A and everything looks good without changing anything. Printer B starts working again. Printer A still isn't working, but 99% of our folks haven't noticed since they both still print and printer B is fine for scan to email. They are different brands of printers and both shouted SMTP errors. 
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Jul 15, 2015 16:25
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larchesdanrew posted:Bad news: He wants to go through TigerDirect TigerDirect seems to be the outlet of choice for people who don't know what they're talking about, I just don't get it.
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Jul 15, 2015 16:29
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larchesdanrew posted:Talked with supervisor about budgeting computer upgrades. Mentioned the research I had done and how I think Dell would be the best option, since the Optiplex 3020 is the best value at $512, and we could just go straight to a Dell rep to handle everything and blah blah blah. CDW and PCMall have treated us pretty well. Try and steer the guy in that direction. Their sales guys are especially susceptible to bullying and lies like "if you sell us this cheap now we'll totally buy more stuff from you in the future." Not to mention they just have solid pricing on volume.
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Jul 15, 2015 16:29
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Inspector_666 posted:This poo poo loving kills me because it invariably comes with "And it's business critical." Exactly this, whenever they say something like that is business critical, I always have to be a smartass and ask how things have been running since they decided NOT to tell me about their critical problem. Usually shuts them up pretty quick, especially if (or when) someone tries to poo poo on you for not fixing a problem that never got reported. larchesdanrew posted:Talked with supervisor about budgeting computer upgrades. Mentioned the research I had done and how I think Dell would be the best option, since the Optiplex 3020 is the best value at $512, and we could just go straight to a Dell rep to handle everything and blah blah blah. Be sure to spec out any warranty coverage/replacement too - chances are your dipshit boss or someone else will inevitably break something, and it "won't be their fault, it was a total accident, honest" because they're either too incompetent to handle anything more complex than pencil and paper, or their machine was "too slow" and they "wanted a new one because mine is junk". Then tell him you're not going through Tiger Direct because you're not a goddamn mentally handicapped chimp. BOOTY-ADE fucked around with this message at 16:34 on Jul 15, 2015 |
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Jul 15, 2015 16:30
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Wrath of the Bitch King posted:Their sales guys are especially susceptible to bullying and lies like "if you sell us this cheap now we'll totally buy more stuff from you in the future." We do CDW for literally everything that isn't comptuers. I don't know why he has such a boner for them. I think it's because he can bully our rep into just about anything.
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Jul 15, 2015 16:43
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GreenNight posted:We had this excuse so we got an MFP that the user needs to put in a password before it prints. But that takes too much effort!
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Jul 15, 2015 16:44
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Jeoh posted:But that takes too much effort! I've told users who told me that, it's the same as unlocking your house or logging into your workstation.
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Jul 15, 2015 17:02
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Jeoh posted:But that takes too much effort! Most MFPs have a function for Secure Print where you can unlock the MFP once and have it print everything associated with your username/PIN combination. So all they need to do is print a bunch of stuff and go up there once to get it all.
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Jul 15, 2015 17:09
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MrMojok posted:Seems like cryptolocker/cryptowall can now infect a machine through a flash exploit in the browser. spankmeister posted:This has been the case for a good while now. How long has Cryptolocker been coming in through Flash vulnerabilities? I know I will sound angry and bitter here, but I am past the point of giving a gently caress. I have pretty much lost all faith in the human race at this point. Upper management is extremely pissed too. I have one five-person office where four different people managed to Cryptolocker their file server site over a six-month period. Every time it was by clicking links in emails. Now more recently at the larger sites we've had it oh, three times in the last couple of months. Pretty amazing that I can lose count of the number of catastrophic infections that rendered every single file on the network unusable, but I have. I do know that the last one was flash for sure, came from either facebook or a dating site someone was looking at during work. We are trying to figure out just how far to go in efforts to block this. People are not going to like it, but we do not like restoring thousands of files once or twice a month either. All of management is behind us on this. Thanks for the flash registry tips, BTW.
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Jul 15, 2015 17:23
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Spend the money and get Cisco Web Security or the like. We use that in conjunction with Cisco Email Security and it works amazingly well at not only blocking the majority of spam, but blocking links in spam that host viruses. I've tried to get Cryptolocker on a virtual machine and can't do it. Web Security just blocks that poo poo. For instance, we had users clicking on ads that host viruses. Cisco now blocks all ads, so that avenue of attack is also gone.
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Jul 15, 2015 17:30
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MrMojok posted:How long has Cryptolocker been coming in through Flash vulnerabilities?
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Jul 15, 2015 18:05
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GreenNight posted:Spend the money and get Cisco Web Security or the like. We use that in conjunction with Cisco Email Security and it works amazingly well at not only blocking the majority of spam, but blocking links in spam that host viruses. I've tried to get Cryptolocker on a virtual machine and can't do it. Web Security just blocks that poo poo. Bit9 is also quite good. It does application whitelisting, and once you have a good list of trusted publishers and allowed files, you can go to the shittiest places on the net and the worst thing that happens is the unpatched java and flash exploit causes a block notification popup.
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Jul 15, 2015 18:15
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Wrath of the Bitch King posted:Most MFPs have a function for Secure Print where you can unlock the MFP once and have it print everything associated with your username/PIN combination. This sounds like a great way to have the printer spool freak out when someone tried to print a 300 page document and doesn't get there rear end up off the chair to actually go get it for 3 hours 
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Jul 15, 2015 18:31
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MrMojok posted:How long has Cryptolocker been coming in through Flash vulnerabilities? Do you have your own email, or is it through Gmail/Google Apps? Because if it's the former, this is the point where I'd say "remove the string http[s]?:// from emails" and call it a day. Nothing to click on!
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Jul 15, 2015 18:32
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Sham I Am posted:All the printer talk got me wondering, so I walked up to our admin offices to check the MFP situation. There is a spot where I can stand and actually see the doors that lead to 3 different MFP's, and a corner that has another right around it. That is for exactly 20 people, at least 14 of which have desktop printers. We just moved the 4th one up there; the justification for that was "What of one of the other ones stops working?". Wow, I wish we were like this. 1 MFP split between maybe 30 people of multiple departments, two of which reply it daily for large print jobs of customer documentation packs. Print goes belly up then lol nothing gettin' dun today
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Jul 15, 2015 18:58
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There once was an Admin named Brad Who thought authentication was just a big fad So he rebooted AD Because he just couldn't see How doing so could be that bad
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Jul 15, 2015 19:42
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GreenNight posted:What if your computer stops working? Should we give everyone a spare? How about your phone? We're starting to lean toward secure printing with a PIN, but we're worried about having to take responsibility for yet another password people will inevitibly forget and we'll have to reset for them. Also is there some way to standardize peoples' PIN across devices? All of our people like to print to multiple places and having to manually set up every user on every printer isn't going to fly.
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Jul 15, 2015 20:25
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No idea how expensive it is to implement, but my place has a org-wide secure printing system based on RFID chips in the employee badges. You just scan your badge on the printer and you get instant access to your queued jobs, no need for any PIN. (But you can optionally set one up.)
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Jul 15, 2015 20:30
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nielsm posted:No idea how expensive it is to implement, but my place has a org-wide secure printing system based on RFID chips in the employee badges. You just scan your badge on the printer and you get instant access to your queued jobs, no need for any PIN. (But you can optionally set one up.) Same here, and it's pull print too - you have to go blip your badge at the printer to get it to actually start printing. If you don't do that within 24 hours your job gets thrown away. We have one or two MFP's per floor (maybe 60 or 70 people per floor). Admin might have one or two more, not sure.
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Jul 15, 2015 20:40
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I decided that I'm going to ask for a raise, commensurate to the salary a full-time helpdesk guy would make. I've saved the company tons by doing it for this long, and I was willing to do it only while they hired a replacement for the guy who was canned - not to change my position around. They'll probably say no, but I have nothing to lose at this point.
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Jul 15, 2015 20:57
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