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Processes do need to be reviewed occasionally to catch steps that have become obsolete, but review is not "blindly yank steps and claim you were right when it breaks poo poo" E: to use the above analogy, you can likely eliminate the "close door" step when technology advances to self closing doors, or we go Mad Max and doors get in the way during your water raids
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Sep 24, 2020 17:47
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Dr. Arbitrary posted:I've opened a car door while the vehicle was in very slow motion and it raised a holy racket of alarms. But I'm also realizing that there's probably a lot of people who don't know and will never know that there's an alarm for that. It's also making me wonder what stupid stuff there's alarms for that are so dumb that it didn't even occur to me that you could do them. I open my car door while in motion all the time(like once every year or two) because of the door ajar light on the dash, never got any extra alarm.
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Sep 24, 2020 18:01
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GreenNight posted:Some cars are more stupid proof than others. My dads new car will beep at you if you cross the center line without a turn signal. One day I'll pay for the antistupid features
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Sep 24, 2020 18:28
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Jaded Burnout posted:I learned quickly to stop doing this as a kid, because I used to lock the door in my dad's car and muck around with the internal handle, until I tried it once in a relative's car which had the safety innovation that if you pull the handle from the inside it doesn't give a drat if it's locked or not, and we happened to be doing 80mph. I only do this as the driver at <20mph and am hardcore about seatbelts. I always assumed the wind would force it shut at high speeds 
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Sep 24, 2020 18:39
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wolrah posted:That sounds like something that should be considered a top priority client bug, if it just ignores server rejections. It only ignores the rejection if the document isn't followed so that it gets registered correctly! So yeah, its a "works for me" bug
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Sep 25, 2020 16:46
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holy poo poo lol, thats amazing and terrifying
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Sep 29, 2020 19:48
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Darchangel posted:Wasn't it part of SCCM that became Microsoft Configuration Management Configuration Manager, or something similarly redundantly redundant? 
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Sep 30, 2020 23:23
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Kurieg posted:Because he's the kind of person that thinks that every process should be able to be optimized more. Like if it can't be done by doubleclicking a batch file you clearly haven't tried hard enough yet. It should be possible to do, but you might point out if you oversimplified it, he would be out of a job, since following those steps and being smart enough to understand them is what he is paid for. And maybe make a point that you will make his redundancy clear to management if he doesn't quit his poo poo.
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Oct 1, 2020 17:23
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Wibla posted:So you have a dodgy connector on an antenna then? Which connection is it? If it only acts up during the rain it gets challenging to figure out what needs fixed. The correct solution is to replace the antenna, and then you can recreate the rainstorm with a drat garden hose and see whats loving up directly
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Oct 1, 2020 17:39
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I have no idea how your poo poo is setup, but that should be a simple fix.
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Arquinsiel posted:Well that means the next why is "why do you think that a 10% reduction in time here will offset all the time spent reaching that reduction?" and at a certain point you just point to the wiki page for diminishing returns and get him to explain why that doesn't apply in that situation. You are assuming this is anything more rhan "Laidback" Larry setting an impossible goal and saying that it needs to be achieved or else
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Oct 1, 2020 18:18
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TITTIEKISSER69 posted:2020 has seen the denouement of the long-running larchesdanrew saga, and has brought us one saga from sfwarlock (for which this thread has been renamed), and now another one from sfwarlock. As long as our job security is guaranteed by idiots with technology, we'll never run out of sagas. I can't wait for the technology itself to be the idiot we have to deal with
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Oct 3, 2020 22:13
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sfwarlock posted:At a recent job, the Accounting share was the A:\ drive. I'm going to guess it runs ever 10 minutes and currently takes 4:30 to complete
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Oct 6, 2020 17:22
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Can't you take additional legal action over repeatedly violation of their contract? (SLA IS a contractual agreement)
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Oct 8, 2020 17:17
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CollegeCop posted:My Favorite: Secretary calling in for her boss, who is texting her with his issues from a meeting in another state I would ask her to post his updates in the ticket, and f5 that ticket
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Oct 16, 2020 17:10
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Sickening posted:This is okayish until you figure out someone in the executive team uses their gmail to forward funny things to their coworkers internal email addresses. Executive teams are the reason one off exceptions exist, just poke a hole for their gmail account. Last I checked google signs gmail.
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Oct 19, 2020 19:36
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Arquinsiel posted:Looking at their SPF record that should have been caught trivially, assuming they haven't changed it recently. The easiest thing in the world is to set the name field to the email address you want to spoof, and watch 75% of people on the internet fall for it. It's probably the biggest thing we can focus education efforts on, imo
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Oct 19, 2020 21:42
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AlexDeGruven posted:Metrics was the dumbest thing introduced to help desk environments in the last 20 years. They are great as a measurement tool, but like all measurement tools, making number bigger becomes the goal, instead of just seeing whats up
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Oct 20, 2020 17:47
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I really should go into management
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Oct 20, 2020 17:54
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Competitiveness over handle times was so ugly in call centers. Reward long calls
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Oct 20, 2020 18:05
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Dirt Road Junglist posted:I got a 1/5 star score once for sending the user boilerplate software installation instructions and closing the case, as our work flow told us to do. The user was mad I didn't circle back to make sure the software installed successfully. When I asked my boss to scrub the score from my average because I was being called out as an individual for following group process, he told me I should have known to go above and beyond on that ticket and I was in the wrong for doing what I'd been told to do. I once got a 1/10 for not using laymans terms while explaining what I fixed in an extremely technical DNS issue. Went back and forth lime 10 times with the dude and I still don't know how to use smaller words than those I used. My supervisor just said that poo poo happens, make sure your average is high enough to soak those lovely reviews. When we got fired if our average fell below 9/10
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Oct 20, 2020 18:32
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Steakandchips posted:You guys have had some very lovely jobs. That really sucks and I hope you no longer have such capricious measurement criteria. I have literal ptsd symptoms regarding ringing phones because of my call center time. There is no such thing as a call center that isn't hell in one way or another, its just a toxic concept
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Oct 20, 2020 18:49
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Schadenboner posted:So, I did call center work for most of a decade, and even now its hard to get away from frontline roles as a result of having all that on my resume. I lost my last job because of panic attacks when the phone rings, and the fact that I basically have to screen for that(again, my resume reflect a huge amount of customer support) is making job hunting impossible now  Don't even work in a call center, kids, it will gently caress up your life ConfusedUs posted:Yes, yes. That's what the methodology I promote would lead to if run by total assholes. Who do you think you are promoting it to, ultimately? Can't be an executive without being a total rear end in a top hat
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Oct 20, 2020 20:23
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for that. It really helps contextualize the panic at the pit of my stomach whenever a phone rings?
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orange juche posted:Man I am glad my experience was not y'alls. As long as we kept it under 35 mins nobody cares, and poo poo if you blow 35 minutes its nbd as long as you get a resolution. Were you internal help desk or did you handle the general public? Because these are VERY different jobs, even if technically both are helping idiots make computers work I did public tech support for EA during the late aughts, and you cannot imagine.
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Oct 20, 2020 20:50
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orange juche posted:Internal helpdesk for the government, so there's some baseline level of end user intelligence (everyone has a college degree) but yeah there's still a lot of variability in end users. about 90% of them were good people to deal with, 9% were slight annoyances, and 1% were the fuckers you talk about around the water cooler. When its an internal help desk, there is a certain minimum of courtesy from most of your users because the org might fire them for being unprofessional. Getting a customer fired is WAY harder
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Oct 20, 2020 20:57
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Agrikk posted:I used to torture Comcast helpdesk folks because Comcast, and got called out about it in one of these threads for being an rear end in a top hat. Y'all were right to do so and I am now a lot nicer and far more patient on the phone in general. As much as the assholes loving suck to deal with(I worked for xbox during the red ring of death fiasco) its the metrics that make it so hellish. You become afraid to take that break you need to maintain sanity, and once that happens it will follow you to other jobs. No matter how much a good manager says its ok, you will be terrified it will be held against you down the road. Darchangel posted:That, and you may run into them in the hallways (well, not so much *now*, but...) Also, usually, you're dealing with corporate resources, so a certain range of machines not too old (provided your company isn't trying to "save money" by extending operation life of hardware), with a certain set of OS and software. There is a reason the reboot trick has so much traction in the support world, and its public facing support. When you need to keep your handle times below 7 minutes if you don't want to be pulled aside, you learn things that will make it easier to get people off the phones, and thing to make it look like it worked once so you can close the ticket. And you work your rear end off to keep your normal call around 3 minutes, because you need the buffer in your averages for that one call you are guaranteed to get that takes an hour to resolve with no off ramps for gaming your averages. Let good support people get off the phone ASAP, so they have the slack in their metrics to help the people who need to take longer, even if it means calling back sometimes.
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Oct 20, 2020 23:27
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Jaded Burnout posted:I retain a small amount of shame from my stint at an ISP long ago when I would occasionally get rid of problem customers by telling them they needed to turn off their router, wait 20 minutes, then turn it back on and call back if it's still not working. 75% of calls at EA ended with something like that. I worked at a wireless ISP where I would just tell them I was rebooting their WAP
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Oct 21, 2020 01:14
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Dirt Road Junglist posted:I was internal help desk at At my first call center job(PeoplePC!!!) I shared a desk with a dude from India. He also had a masters from MIT, and new his poo poo. His handle times sucked because he spent the first several minutes of every call explaining that he really was in america, and he had a degree, and once or twice I had to vouch for him. I felt bad.
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Oct 21, 2020 04:40
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when I was on the phones in the above stories. We did have a little bit of authority to tell our "customers" that they were actually our co-workers and couldn't talk to us like that. Then they tried to shift our call center to India without warning anyone, and everyone assumed the new Indian accented call center employees were outsourced, not internal, and treated them even worse than they treated us. What a godawful shitshow for that team.
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Fried hardware can act WEIRD, up to and including deciding they are not hardware anymore
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Oct 21, 2020 14:52
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Agrikk posted:Heh. Yeah I got pretty roasted, but deservedly so. Just because Comcast (and most call-center-owning companies) is/are poo poo is not an excuse to bash on helpdesk phone jockeys. This thread has certainly showed me that helpdesk support has basically zero agency over the conditions they work in. If you still need to mess with them, try to get them to agree with you that the company sucks. They agree completely, but probably aren't allowed to say so, and, in my experience, will be suppressing the snickers as hard as they can. Unless you get the one true believer dude, but he does deserve to be hosed with
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Oct 21, 2020 16:06
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Powered Descent posted:I had the same thing happen in the opposite direction: I set up my work phone's notification sound as the "doorbell" from Star Trek TNG. At first it was cool and funny, but pretty soon I discovered that I couldn't watch an episode without getting a quick shot of anxiety every time someone wanted to talk to the captain in his ready room and the doorbell went off. My notification sound is a death knell. If I am going to gey a shot of anxiety, so is everyone else
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Oct 21, 2020 16:54
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Thanks Ants posted:It's one of the most difficult things I learned but it's liberating once you get there. I tackled it in stages In a call center the art of not caring, by necessity, includes things that are your job. Your job, in reality, is making those metrics look good, and if you want to stay sane you will say gently caress the metrics, lie cheat and steal to keep your job, and just fix poo poo for people. Because actually managing to fix poo poo is the only happiness you will ever feel in that hell
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Oct 22, 2020 15:19
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Source4Leko posted:Literally thats bog standard for any American factory pre mid 90's. Every place I've ever worked I've heard stories about beer kegs in parking lots and people doing coke in their cars at lunch and coming back with nosebleeds. The stories I heard about the 80s and 90s when I worked at TI were great. It was apparently a giant coke fueled orgy, with people hooking up in the server rows and chain-smoking in the hallways
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Oct 23, 2020 18:02
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shortspecialbus posted:The university departmental data center I worked at in college was pretty much the same, minus chain smoking in hallways, and more booze than coke. Getting laid behind the network rack was pretty much a rite of passage. One of the girls I talked to told a story about how when they couldn't find a certain manager, they just assumed he was having a 3some at the park down the block again. Because they kept finding him there
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Oct 23, 2020 18:37
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shortspecialbus posted:I think after the first time I found my boss at the park in that situation I'd probably stop going to the park to find them, unless my intent was to join in I guess. In my experience with fetching the boss when no one wants to the person being sent was not typically in a position to say no. They are extremely clear that contractors don't have rights with them, and when I started as a sysadmin with them, it was made clear to me that anyone, including the lowest peon in TI, could successful demand i be let go for any reason, so odds are it was "interrupt the threeway to get this approved or you are fired"
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Oct 23, 2020 18:43
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I'm stoned atm, but wouldn't spreading the vanes like that actually increase the efficiency of the heat sink?
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Oct 27, 2020 23:31
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angry armadillo posted:Not sure how they didn't get caught but heh, I guess not all that uncommon. If you have a passive role(monitoring the robits) and there is no one on shift whos job it is to keep you working, there is nothing that would get you caught. Nightshift workers tend to be a bit more close knit than day shift, so are less likely to screw each other
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Oct 28, 2020 15:59
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Arquinsiel posted:Yeah, there's an understanding that if poo poo does go wrong you'll call everyone in before tipping off the boss too. When I was in the datacenter there was a rule about "always someone in the NOC" but on nights (or weekends really) if you needed to piss when the other guy had started his walkaround checks and was at least a ten minute walk away... you just ignored the rule. It wasn't uncommon to arrive for a morning shift to find guys barely waking up in their chairs. We slept alot. Always someone active on case the place caught fire, but of the 3 of us one guy spend most of his shift MIA, one guy slept half his shift, and i mostly shitposted and played EVE.
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Oct 28, 2020 17:21
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AlexDeGruven posted:My midnight helpdesk gig was typically 4 calls a night with 2 people on duty. Sleep. Everquest. Hour long smoke breaks. Pirated movies. As long as the phone got answered, nobody cared. My gig was monitoring. My core duty was to watch a screen for an alert to pop up, and make sure I notice it within like 2 hours of firing. I had other poo poo to do, but no one cared if I did it. The only thing that mattered was looking tlat a screen at least once ever couple hours.
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Oct 28, 2020 18:18
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I love it when users don't understand that IT can see EVERYTHING if we decide we want to, and the only thing holding us back is ethics
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Oct 29, 2020 16:16
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dragonshardz posted:Yeah, that's a fun concept to explain. Technically we have the ability to touch everything, but ethically we don't unless there's a specific business need or permission is given. I admit, not doing so can be an exercise is willpower occasionally (because an incurious mind doesn't succeed in this industry), but I am also capable of overriding my urges, being an adult
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Oct 29, 2020 19:11
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