SyNack Sassimov posted:

PC Load Letter? What the gently caress does that mean

Thanks Ants posted:

garbage-tier AI is unleashed on support tickets

SyNack Sassimov posted:

Director of finance and administration, famously not departments that heavily use Microsoft Office programs.

Problem is this client is a joke of a company so there's no point forwarding to anyone and being like "shouldn't this be something this person should know how to do as part of their job?" much less "why was this a word doc to begin with" much less "this isn't in our remit, this is YOUR JOB".

SyNack Sassimov posted:

Problem is this client is a joke of a company so there's no point forwarding to anyone and being like "shouldn't this be something this person should know how to do as part of their job?" much less "why was this a word doc to begin with" much less "this isn't in our remit, this is YOUR JOB".

Aunt Beth posted:

Today I learned that the only way you can open a ticket with Citrix support now is by engaging their chatbot, which provides you buttons for canned responses in the beginning stages of the interaction. However half the time the buttons don’t render correctly and dump a bunch of json at you and even if you read through it and type the correct response it won’t continue.

When you finally do get the buttons to render on the third browser you try it helpfully vomits KB articles that have nothing to do with the error you pasted in.

Then you can actually open a ticket with the option for a human to respond.

Between their support and their price gouging and license fuckery I’m glad we’re getting rid of XenDesktop next year, hopefully I can get us off NetScaler as well.

Aunt Beth posted:

That’s the thing. The products themselves are good but Citrix is a circling the drain wreck that just keeps getting in its own way. If their support was bad but their prices were reasonable I could deal with it, but the licensing gets worse and worse every year.

What are you considering as an alternate load balancer?

mllaneza posted:

It's a director at a client, you do what they need. Of course, since it's a director at a client you want to make sure the ticket gets assigned to someone with the requisite experience aka has the highest available billing rate. They'll need to consult their SMEs on document handling and confidentiality, which adds some more very expensive people billing 30-60 minutes each. Then once all of the proper procedures have been verified, your most expensive tech takes exactly long enough to bump the job up another billing increment. So does the person verifying their work.

Then you tell your boss how much money some dumbass at the client just made you.

Fil5000 posted:

I can't believe you forgot about minimum billable hours, so even those people that chip in a ten minute overview are going to cost the client an hour.

mllaneza posted:

You're right. I'll expect my bonus for this quarter to reflect my shoddy posting.

In other news, I once saw a line item on an MSP invoice for "0.25h Read an email". On a Sunday. I did not pay that item.

Entropic posted:

Two weeks ago:
A customer, apparently under new management, calls us to troubleshoot something with their phones. Turns out not to be the Avaya system we sold them ages ago, but some completely new VOIP phones from a competitor that are nothing to do with us. The staff only called us because they're used to calling us for phone stuff. We politely tell them that if they're moving to another company's service that's fine but it's not really our problem if they are having trouble getting it to work.

Last week:
The customer asks us how to forward their main number in the existing system to an outside line (a temp number for the new phone service they're moving to). Fine, we forward it for them.
We get a few emails from various "IT" and management people there who don't seem to have a great grasp on what they're doing, the upshot of which is that they're trying to get their phone number moved to a new provider.
We tell them they just need to talk to the new provider, who should be able to arrange having the number ported. Still pretty sure no one there understands how any of this works.

Yesterday:
We get a very curt email from the boss of the company telling us that they are moving to a new provider and that their service with us is to be terminated EFFECTIVE IMMEDIATELY.
I have a look at their system and it is very much still live with calls coming in on our trunk and being forwarded out.
I explain the situation to my boss who cackles only slightly and tells me to just turn off the trunk first thing in the morning and we'll see how long it takes them to call us.

8am Today:
https://www.youtube.com/watch?v=hQk7dJ6y0Xs&t=43s

Today, approx 40 minutes after customer's opening time:
The exact phone call expected.

tactlessbastard posted:

Haha, let them stew

Thanks Ants posted:

You can’t help some people, so you just make sure cya rules are followed and do exactly what they asked for

Entropic posted:

We were extremely kind to them IMO in that we didn't do what they technically asked for (cancel their service entirely, potentially having them lose the phone number and not be able to get it back) and instead just turned off a switch that was easy to turn back on again.

Hotel Kpro posted:

move an inbox into the top 120 inboxes otherwise the ekg machine will never see it

Renegret posted:

we live in the future

the future is weird

MF_James posted:

the software to run them was written 30 years ago.

A Frosty Witch posted:

She refuses to call us when we suggest she give us a call when she isn't at her home.

Personal Lucubrant posted:

A Frosty Witch posted:

A user sent an email to the VP of IT complaining about the lack of service she's getting from my team. I went to investigate and found the ticket. She's not getting calls on her work issued phone at home, but it works fine when she isn't at home. I found that we have attempted to call her like 7 times, but her phone literally never rings, just goes directly to VM. She's verified her number with us and will email every few days demanding we call her to help her with her issue. She refuses to call us when we suggest she give us a call when she isn't at her home.

I finally gave her my direct number and asked her to reach out to me. A few days later she emailed me back:

I'm not going to do that. I keep my phone in a Faraday cage when I'm at home because I don't want the Israelis hacking my info.

I just forwarded that email to the VP as a mystery solved

A Frosty Witch posted:

A user sent an email to the VP of IT complaining about the lack of service she's getting from my team. I went to investigate and found the ticket. She's not getting calls on her work issued phone at home, but it works fine when she isn't at home. I found that we have attempted to call her like 7 times, but her phone literally never rings, just goes directly to VM. She's verified her number with us and will email every few days demanding we call her to help her with her issue. She refuses to call us when we suggest she give us a call when she isn't at her home.

I finally gave her my direct number and asked her to reach out to me. A few days later she emailed me back:

I'm not going to do that. I keep my phone in a Faraday cage when I'm at home because I don't want the Israelis hacking my info.

I just forwarded that email to the VP as a mystery solved

A Frosty Witch posted:

A user sent an email to the VP of IT complaining about the lack of service she's getting from my team. I went to investigate and found the ticket. She's not getting calls on her work issued phone at home, but it works fine when she isn't at home. I found that we have attempted to call her like 7 times, but her phone literally never rings, just goes directly to VM. She's verified her number with us and will email every few days demanding we call her to help her with her issue. She refuses to call us when we suggest she give us a call when she isn't at her home.

I finally gave her my direct number and asked her to reach out to me. A few days later she emailed me back:

I'm not going to do that. I keep my phone in a Faraday cage when I'm at home because I don't want the Israelis hacking my info.

I just forwarded that email to the VP as a mystery solved

quote:

I HAVE IN CALENDAR WEEK HAD A TECHNICIAN ONSITE BUT
THE ERROR IS NOT BEEN CORRECTED. THE PC IS RUNNING BUT
NOT MORE
ABOUT WLAN. ANYTHING BUT ALSO AGREES WITH THE PC NOT.
THE INTERNET IS RUNNING OVER THE PHONE DOES NOT WORK.
JUST BECAUSE
YOU ARE PHONE OR INTERNET WHL. TELEPHONE SPECIALISTS
OF ENGINEERS WANTED TO LORD OVER GUNTHER.
SEND THE BASS.
BUT NO CAME.