User decides to have her cake and eat it too Tech Support |
- User decides to have her cake and eat it too
- The Day I Encountered a Classically-Trained $User
- I'm Basically The Manager pt 2 - I'm Actually The Manager
- Just Following the process
| User decides to have her cake and eat it too Posted: 28 Jul 2018 02:29 PM PDT This happened a couple of days ago, I work in a call center for a company that accepts walkins too. One lady (a rather notorious bad user that likes to call 4 minutes before closing to try to trick someone into formatting a PDF for her real quick so she doesnt have to) she comes in with her company laptop about 15 mins before we have to leave. Her version of windows is corrupted. Usually for this we almost always just pull the HD and reformat with a new one. We explain the steps to fix it and she insists she needs it for a conference tomorrow 3 hrs away. Again not a problem we have loaners setup for this specific purpose. We get one out, make sure its ready and hand it to her. Shes grateful for the loaner and then asks how fast we can do the reformat because she needs it tomorrow. My coworker and I look at each other a moment before explaining again how we have to fix it and that the loaner should be everything she needs for tomorrow. She chuckles and says "oh no I need all my reports and powerpoints" we tell her we cant get the data off it today as it was closing time. She doesnt understand so we tell her to come by tomorrow morning and we can take care of it, she says she won't have time so she wants to just take the bricked computer with her. We explain why that seems really dumb and pointless but the words just go right over her head so I allow it. She leaves with a blank loaner and her computer with inaccessible data. We shrug and make a note to call her in 2 weeks when the loaner is due back. [link] [comments]  |
| The Day I Encountered a Classically-Trained $User Posted: 28 Jul 2018 08:58 AM PDT I work for a small MSP as the guy in charge of centralized services (basically if more than one of our clients is managed from a central dashboard, it's in my jurisdiction -- this includes backups, managed AV, monitoring, etc...). When backups are humming along, virus threats from users are at a lull, and the server fires are at a controlled burn, I will pick up some slack and work service desk tickets. I was not prepared for this particular ticket. The one I picked up this day was internal: $User accidentally deleted some emails she needs back. This is typically not an issue, as all but a very few of our clients use Orifice 365 and have their mail backed up using the SaaS backup service offered by one of our partners. Since it's in-house and I could use the exercise, I walk across the building and find $User sitting at her desk, in the middle of a call. She sees me and holds up a finger to let me know she's almost done. She finishes the call and looks at me. $User: Hey, $Zeihous. $Me: ... No, this can't be, I thought. $User: What? $Me: So, the emails were in the deleted items folder and you deleted them again? You deleted these emails twice on accident? $User: Well, I didn't delete them twice. I kept them in the Deleted Items folder so I could look at them later. $Me: You kept your important emails in the email trash can so you could look at them later? $User: ...it sounds kinda stupid when you say it out loud. $Me: Create a folder in your inbox for them and keep them there in the future. I gathered information I needed from $User to find the emails we're looking for. I load up the backups from right before she deleted the emails and find several hundred emails that exactly match, but, because the only terms I had to search brought up several thousand other emails as well, I couldn't simply restore the entire search, as that would make it difficult to sort through and I'd end up with even more work to do. So, I just restore the entire mailbox to the inbox under a folder labeled "Restore from:" and the date and let her sort through it. I emailed her to let her know that the restore will take a little time, but if she doesn't have it by tomorrow morning to give me a call back. The next morning I get a call from $User. $User: The folder isn't there. I know I told it to restore. It surely can't take this long $Me: Okay, I'll be over in a minute. I walked back across the building and ask her to show me what she's seeing. She indicates the Inbox folder. $User: See? It isn't there. $Me: Expand the Inbox folder. $User: What? $Me: See the little triangle beside 'Inbox?' Click that. $User clicks the triangle and a folder labeled "Restore date" pops up. $User: Oh! There it is. Okay, let's see... She clicks on the folder. Nothing pops up in the message pane. $User: There's nothing here. $Me: Expand the folder. $User: What? $Me: Click the little triangle. $User: Oh, yeah. She expands the folder and sees a bunch of other folders that were in the restore. She clicks on Inbox. $User: They're not here. $Me: Where did you keep them? $User: Oh! She clicks the Deleted Items folder and finds the messages she's looking for. I tell her that she'll need to go through and find them and move them to another folder. Once she's found everything she needs, she can delete the folders named "Restore." She thanks me and I go back to my desk and the comforting, forehead-shaped indentation. However, the next day, I come back from lunch to a voicemail from $User. $User: Hey, $Zeihous. The folder is gone. It isn't there anymore. Can you come take a look? I go back to her desk and find that she has once again forgotten how to expand the folders. We have a little tutorial again and she is satisfied that she has her emails back. Of all the gin joints in all the world... [link] [comments]  |
| I'm Basically The Manager pt 2 - I'm Actually The Manager Posted: 28 Jul 2018 08:00 AM PDT Some of you may have read this story: https://www.reddit.com/r/talesfromtechsupport/comments/91zzqq/im_basically_the_manager/ This might not be the biggest event in human history, but that I actually got to see what happened to these dudes after we hung up really made my day! So, without further ado, let me present the conclusion in: I'm Basically The Manager pt 2: - I'm Actually The Manager! "Welcome to IT Service Desk! You're speaking to UnintentionalAss, how can I help you?" The man from The Dark Abyss of Ignorance sounds very tired, like he just woke up. I almost picture him sitting in his underwear, barely awake, in gloomy dim, light, perhaps a wee bit hung over. "Yes, hello. I'm calling about an issue regarding [company + location that seem very familiar], and I have a ticket number here, and, erh... Do you want my user-ID..?" He gives me his User-ID, and he starts reading me the ticket number - but I recognize this account, and I know exactly which ticket he's referring to. I have it pasted in my notes, just in case I'd get this call - and by the hand of God, I am handed the resolution to the problem for the poor man who was basically the manager, and Gary, the Password-Pusher! "Yes, Sir, I have the ticket right here! And you need a password reset, right?" He makes some low grunt of confusion. "That's right..." "And just to confirm, you are Mr. Manager and you are actually the manager on this site?" "Yes, of course I'm actually the manager." "I'll need a number I can reach you on, Sir." "Yeah, um, I'm on vacation - can I give you my private number? Is that all right?" "Yes, no worries, Sir, that'll be grand!" He gives me his number and hangs up, so that I can do my thing. I unlock the account with a smile on my face, picturing BasicallyTheManager taking a liberating breath, lost in The Abyss no more. I call Mr. Manager back. "Hello, IT Service here! Thanks for waiting! Are you ready for your new password, Sir?" "Shoot." "[Bravo, Oscar, Lima, Lima, Oscar, X-ray, Zero, Five]" Middle-aged and old men love the phonetic alphabet. "That's it? All right, thank you." "No problem, Sir! And hey - make sure Gary doesn't get his hands on it this time!" He chuckles loudly and snorts. "What?" "Never mind, Sir... A serious piece of advice, though - perhaps you should consider ordering some permissions for your employees, so that this issue with your account is not repeated any time soon." He gets quiet for a bit, seems a little stumped, and to my surprise and delight, I meet with no resistance. "Um, all right..." "Cheers! Have a nice vacation now!" "Yeah, thanks! Bye." He hangs up, and I lean back in my chair. Feels good being me sometimes. Actually feels good. [link] [comments]  |
| Posted: 28 Jul 2018 04:18 AM PDT Couldn't find the Tales from Product Managers page but this might fit here. I currently work at a start-up that had been founder led for the last 3 years and recently brought on a product owner (PO) to get the dev guys in line and organize the sprints around priorities. Us Professional Services teams had been sending any new features to the exec team and having them decide what was important but now we were to have 'process'. The plan the PO put in place was actually really good and outlined the process well; since it is only the first two steps that matter here they were:
Since I have been here 1 year I had a queue of over 20 of Features that I thought would be good in the future but didn't have any customer leverage or were internal and needed more discussions with the devs on how we could accomplish. I had created Jiras, and assigned to myself as to be put in my queue for easy access for when they were ready. D = PS Director PO = Product Owner Me D: "PO is saying your not following his new process, he found a bunch of Jiras with just links" Me: "Those are just supposed to be internal and are for reference until I have all the requirements and can move to step 2" I thought that was good enough until about a week later I got a Slack from PO, very angry now. PO: "How can you have a 6 month feature request open and not be following the process, if these need to be looked at they should be done and moved to step 2" Me: "They are not ready, just ideas." PO: "They can't move to Architecture in this shape, they are just one line, not even a story" Me: "Yes, I know I have not even gotten to step 1 in your new plan" PO: "But they are still in your name, Architecture won't even be able to see them" Me: "Correct, they are not ready, that's why they are in my name. When I am done with requirements I'll move to Architecture" PO: "This might be escalated" Later the PS Director came over to explain that he was just concerned with 'aging Jira' tickets, so I guess now there will be some adjustments for a pre-step 1, if you have ideas just keep them in a notebook. [link] [comments]  |
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