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KoRMaK posted:IT's me, I'm the ticket What's a pen?
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# ¿ Jun 10, 2018 04:54 |
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# ¿ Apr 25, 2024 05:08 |
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Danyull posted:Issue: Client appears to have carbon monoxide poisoning. says her touchpad is on and something is interacting with it. Also she is batshit crazy
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# ¿ Jun 14, 2018 22:49 |
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A ticket came in (at midnight): "Database full in Exchange server" User called in reporting that he hasn’t gotten email since 1:00pm today. We investigated inside the exchange server and found an error on one of the exchange databases (arcmboxdb4) “431-4.3.1 STOREDRV, mailbox disk is full”. This database is stored on server: <SERVER> within the H drive. The H disk on this server is almost full. Who needs to be contacted for follow-up and what is their expectation regarding contact: <USER NAME>, only email, user is not available for the rest of the night
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# ¿ Jun 17, 2018 23:10 |
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Ghostlight posted:I might be a bad technician because this falls squarely into my "outside of scope" pile as I click Send on an update email I know the user won't receive. I mean, you probably could, but it's more satisfying to forward that up to his boss with my formatting and 'wtf' at the end of it. Gotta weed these dense techs out early, after they hit 90 days you can't get rid of them
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# ¿ Jun 18, 2018 14:06 |
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hihifellow posted:One of my coworkers at my new job told me the story of how they used to not have any spam filters in place, and that people would spend 15-20 minutes in the morning just cleaning out spam. He saw how much time people were wasting on this and puts in the first spam filter, which does a pretty good job and cuts out almost all of it. A couple years ago a relatively tech savvy friend posted on FB about how email is totally inefficient and out dated, asking how anyone can be expected to sort through hundreds of spam emails every day, and demanding to know why businesses still use it or how anything ever gets done. I replied suggesting that he put in a ticket with whoever manages his company's email because that's not normal. He blocked me and I haven't heard from him since.
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# ¿ Jun 19, 2018 05:55 |
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blackswordca posted:I'm not authorized for remote work. Plus side, I get to go home at 2:30. TBH if WFH requires you to be on call sometimes, I think you made the right choice.
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# ¿ Jun 20, 2018 20:48 |
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Thanatosian posted:Our on calls aren't so bad, and I like the extra money. I thought this and did not like working from home. Then I had to move an hour away. Now I'm pissy I have to fight to do it a couple times a month
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# ¿ Jun 20, 2018 23:13 |
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Thanks Ants posted:Nobody can read though, so they will hit reply six months later and say “this is broken again!!!”, then repeat it CCing increasing numbers of C-levels each time. Theoretically, once a ticket is closed in ServiceNOW it cannot be reopened, period. Some of our monitoring tools manage to re-open weeks old closed tickets instead of new ones, but we are assured that cannot happen.
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# ¿ Jun 23, 2018 03:26 |
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Proteus Jones posted:I’ve seen closed tickets get updated Activity Logs, usually via the email listener, but I’ve never seen it actually change from a Closed state back to Active. Oh yeah that's tons of fun when it's an offline alert on the second page (where no one is going to look). We were told it wasn't possible and actually had to find more to prove to the devs it was broken. Apparently one incident that clearly closed and then re-opened a month later wasn't enough. We frequently see Solawinds block a ticket from going to resolved even if the issue is no longer present, that problem comes and goes every few months. I'm confident that in 2-3 years it will be working as well as the CRM we left behind because someone didn't want to renew the license before SNOW was actually ready to go. The other problem that I've been asking to be fixed for a year is auto-resolving tickets after we change the status from new (meaning we've worked it and contacted the customer). Email them at 3am that the office is down, Comcast resolves their outage, the site comes back up, and no one on our end lets the customer know. The devs are apparently insisting it works just like it did before (it does not), and this is a low-priority feature upgrade. It happens with all 3 of our systems (when SW isn't keeping things from closing entirely).
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# ¿ Jun 23, 2018 06:22 |
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oh rly posted:This is default behavior. However, admins can setup any field to be editable after ticket is closed. We allow activity log to allow support folks to update ticket with any additional info. Default behavior is to move INC ticket to resolved and then system auto closes after 3 days. There is a property to change the time limit. I believe that. But after 72 hours, we're not able to add anything. There are times it would be nice, if only to say issue recurred, see inc000#######
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# ¿ Jun 23, 2018 15:49 |
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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 23:37 |
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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 20:16 |
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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 22:24 on Jun 24, 2018 |
# ¿ Jun 24, 2018 22:20 |
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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 23:38 |
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22 Eargesplitten posted:A network outage came in: we can’t access our hosted ERP system or our ticketing system, which means I can’t get any work done. It’s out in Comcast-land somewhere according to our admin’s traceroute. Fun. gently caress yeah, time to get some reading done
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# ¿ Jun 29, 2018 18:12 |
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Gunjin posted:I don’t think I’ve ever wanted to reach through a phone and strangle someone more then at the end of a 40 minute call to get a new box flashed when the tech told me to “Have a Comcastic day.” Ok maybe the time I was trying to get a new box activated and the tech spent the entire 25 minute call talking like Emo Philips, then hosed up the activation to the point where I had to call back and get a different tech. Or the time I had to start yelling and arguing when I was trying to cancel my service after they lied to me both over the phone and in person and left me with a bill about $40 a month (plus an installation fee) more than had been agreed to over the phone. I had to say some variation of 'turn it off' or 'cancel my service' ten times before they did, and then said they could not give me any form of communication confirming it. Fortunately I did not keep getting billed.
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# ¿ Jun 29, 2018 22:19 |
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My first computer that was mine and not my family's was a Dell with ME. I thought I was just really bad at computers and didn't realize until years later it want really my fault. If nothing else, I learned a lot about Windows troubleshooting! Dell's hardware was great, though. That monitor lasted like 12 years, and the speakers survived even longer, I didn't replace them until I knocked a full very large class of water into one of them.
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# ¿ Jun 30, 2018 22:23 |
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RFC2324 posted:i had one place ask me for client references when i told them i had been doing freelance work. Everyone here has done freelance work for everyone else here, y'know. We just may need to be reminded what specifically we signed you on to do....
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# ¿ Jul 12, 2018 00:41 |
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mehall posted:Over the last year, my current job has gotten worse and worse, less technical responsibility for me, no pay progression, stricter and stricter on breaks, all becoming more like a call centre, less like a helpdesk. Yeah, that's a terrible thing to experience, I'm glad you got out
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# ¿ Jul 18, 2018 15:32 |
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ConfusedUs posted:The use of metrics to drive change really comes down to the priority of the organization. A good org will have multiple priorities, and drives towards industry standard metrics in those priorities. Common metrics include handle time, customer satisfaction, employee satisfaction, number of contacts per case, time-until-close per case, etc. Yes, but if we do all that AND cut headcount 7% and freeze all new hires, think about how much more money we'll make this quarter!
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# ¿ Jul 18, 2018 19:59 |
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vas0line posted:A developer walked up today and asked me to help them connect an Android tablet they were using for testing to one of the hidden SSID's in the office. Software engineers are some of the most computer illiterate people on the planet.
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# ¿ Jul 20, 2018 03:46 |
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RFC2324 posted:it's come up before, but google is a skill. knowing how to do a search that will come up with the relevant info isn't something everyone can do, and it's part of why it fields so many off the wall questions. A fun exercise is trying to find the name of some of the lesser known Pokemon by describing the picture to Google. No reverse image lookups and this obviously doesn't work if you know them all, but it's kind of a neat way to practice search terms, especially by getting rid of more generic terms to narrow down your results.
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# ¿ Jul 20, 2018 17:43 |
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PremiumSupport posted:Only method I know of that actually 100% works is making the computer part of a domain and setting updates to domain admin managed in GP. You could try to get Windows to think it's unlicensed.
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# ¿ Jul 20, 2018 18:51 |
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Super Soaker Party! posted:ONIONS SUCK! You take that back, they are the best vegetable.
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# ¿ Jul 25, 2018 06:17 |
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Sprechensiesexy posted:Yeah, I don't argue with fruits Onion is not a fruit
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# ¿ Jul 26, 2018 00:32 |
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Agrikk posted:Whatever it is, put a wedge or two of an onion on a chicken and beef kabob with red and green peppers and some cherry tomatoes and roast that poo poo over open flame. All the kebabs. Do it. Two slices of good whole grain toasted bread + cheese + a bit of deli mustard + mayo + bacon + a slice of onion = mmmmmmmm But yes kebabs need onion too!
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# ¿ Jul 26, 2018 17:24 |
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We had internal email and replies from customers getting caught in the filters when we first cut over. Seems like they've mostly gotten that figured out though.
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# ¿ Aug 3, 2018 02:21 |
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As I'm sure most of you know, XO was acquired by Verizon. One of our customers has a XO circuit at each of their sites to run the VPN back to our datacenter. One morning, the connection in their Boston office went down. XO confirmed the outage, but was really light on details. The next day, it was still down. Still no meaningful details. It's worth noting that each call we placed to them had a 2 hour plus hold time during this. Finally, the afternoon on the second day (two full business days after the outage began), XO tells me that all customers out of that office are down. Power to the XO cabinets was disconnected by building management because of past-due rent. In the merger, there were 'some difficulties' integrating XO's accounting system with Verizon, and the info for this location "fell through the cracks". It took them a 3rd full business day to get service restored, a good 24 hours after they had not only identified the problem but realized they couldn't keep it secret any longer. Funny how it's never customer billing info that gets misplaced, right? My dad spent his life working on oil drilling regulations, and DESPISES the oil companies. I am beginning to understand this, but ISPs are my oil companies. Corsair Pool Boy fucked around with this message at 05:05 on Aug 9, 2018 |
# ¿ Aug 9, 2018 05:02 |
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Kyrosiris posted:He's lucky that he has the ability to. Yup. My choices are Comcast or high-latency options.
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# ¿ Aug 9, 2018 20:01 |
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Chunjee posted:: I found this username/password combo in plaintext logs Man, after that exchange I'd be going out of my way to look for plantext login info on everything I touched.
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# ¿ Aug 15, 2018 22:23 |
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Wrong thread!
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# ¿ Aug 16, 2018 22:51 |
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Sickening posted:At least its working hours. I find I can't even stay for company paid happy hours if they aren't during office hours. Update: I'm not going, gonna work from home that day and log out a few hours early instead. Finally got permission to WFH twice a week as long as I'm there on Wednesdays.
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# ¿ Aug 17, 2018 03:59 |
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GreenBuckanneer posted:I was told to stop putting in my ticket notes that I used all my resources because it makes us look like we don't know what we're doing (we don't) I just started putting all that stuff in a field the customer can't see. I'm not going to take any poo poo for not having the resources, access, or documentation to do what I'm supposed to be doing, and I'm not going to leave all my steps and attempts out of my notes.
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# ¿ Aug 18, 2018 01:32 |
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Have you considered that the last person to borrow it took the parts? Some places don't always make sure the equipment is alive when taking stuff back (ask me about the time a MacBook return actually contained a very old MacBook that didn't work meticulously wrapped in the cellophane). Cash of course, back before BBY required ID for all returns, so the store just had to eat it.
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# ¿ Aug 22, 2018 02:02 |
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dragonshardz posted:It's entirely possible! Winkling that out isn't my job, though - I don't have the tools or experience to do so. It was probably blinking because it didn't have any RAM. Pop some DIMMs in there and I bet it takes you right to the 'no bootable device' screen.
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# ¿ Aug 22, 2018 07:18 |
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nexxai posted:I must be having a stroke You may take an extra 5 minutes on your lunch break today (you will have to stay late to make up this time).
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# ¿ Aug 24, 2018 20:41 |
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Yeah I looked into NordVPN a bit and the reviews and stories don't seem to set off any alarm bells, and they won't play ball with Netflix which means I won't have to turn it off every time I want to watch something.
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# ¿ Aug 25, 2018 16:42 |
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Collateral Damage posted:You don't, but there are some exit points that work poorly with Netflix. I'm in Europe and found the Dutch exit points work well. Yeah my understanding was that if I had a US endpoint it would (broadly speaking) work fine for US content.
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# ¿ Aug 27, 2018 14:01 |
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quote:This job has been running for about 90 hours now, the average time that it takes to complete is between 155 and 165 hours. This is a backup job for a site that loses power on the regular....
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# ¿ Aug 27, 2018 19:55 |
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# ¿ Apr 25, 2024 05:08 |
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nominal posted:An email came in at end of day Thursday from a teacher, sent to me and two people from my department that handle the "who gets what equipment" stuff for one of the schools I take care of. Teach was wanting to know where the other 8 brand new ThinkPads were that he's supposed to be getting. He only has 20, there are supposed to be 28. Is it possible that the teacher hid them there so that once they got declared 'lost' he could walk off with them without too much worry about getting caught?
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# ¿ Aug 27, 2018 20:33 |