Production Outages only... yeah right. Tech Support |
- Production Outages only... yeah right.
- They have the internet on computers now!
- No the phones won't work after a lightening strike
- Easiest 500 dollars ever
- Does nobody actually read emails?
| Production Outages only... yeah right. Posted: 29 May 2019 11:53 AM PDT Many many years ago, I used to have an IT job at a manufacturing plant that ran 24/7. Unfortunately, the IT dept didn't have 24/7 staff coverage, so one person each week was on call during the nights and weekends. We had to carry a pager. It was supposed to be for production outages only. One weekend, I was busy doing yard work and the pager goes off. I call the user and he starts telling me about a printer that doesn't work. I ask if he can use another one on the network, and he starts asking me if I can send someone in to fix it. I then ask him how is this printer preventing production. He says "you aren't going to help me, are you?" I tell him no and hang up. I made a note of the printer and had the helpdesk fix it the following Monday. My boss had a talk with the user's supervisor the following Monday about what constitutes a production outage and when to call the pager. Eventually, years later the brain dead upper management approved to have 24/7 helpdesk coverage and we no longer had to carry the pager. [link] [comments]  |
| They have the internet on computers now! Posted: 29 May 2019 03:26 PM PDT I'm still baffled by what just happened. I got a transfer from another department requesting that I reinstate online profile access for this client, who I will call Karen. Me: sure I can get you back in. Are you near a computer? Karen: no, I'm in the hospital Me: ok no big deal, we can also do this on a mobile device Karen: you don't understand. I'm in the hospital. They do not allow us online access. Me: ok... well you do need some way to get online if you're going to access your account. Do you have something to write with? I could give you the temporary password to use when you can get to a device Karen: look. All I want is access online! I called yesterday to remove it with no problems and now I just want it back! Me: we can remove access easily over the phone, yes, but to get logged back on I just can't sign in for you. I'm wondering how then we're supposed to get this done since you called now but have no device Karen: you know what? I'm going to take a sick leave from the hospital and go to your physical location and file a complaint. Thanks a lot for your disgusting service! click [link] [comments]  |
| No the phones won't work after a lightening strike Posted: 29 May 2019 04:04 PM PDT I used to live in New Mexico. The monsoon storms there can be pretty powerful. It made working in IT a challenge some days. It was a quiet day in the office. Not so quiet outside. Pretty much no one is calling IT right now because the entire office is glued to the windows waiting for Dorothy's house to fly by. It is raining sideways and the wind is howling and the lightning is right on top of us. I am like the rest of our employees glued to the window watching the storm. All of a sudden the whole world lights up and lightning comes down right across the street and hits the little box where all the telecom is for our street. I am thinking to myself huh that can't be good. I decide to check and see what is still working. I am guessing not much outside of my building. Sure enough no phones and no internet. About thirty seconds later my cell phone rings.
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| Posted: 29 May 2019 01:52 PM PDT This was about two years ago. There's a company in charge of making a big arts and anime event, which gets packed every single year. I was working on their online payments processor when I got the ticket from their lead developer, telling us that we were messing around with their credentials and yada yada. Saw his requests to our services and told him he has to change his endpoints to our production endpoints instead of our dev endpoints. Production credentials never existed in dev to avoid this issue, as the dev environment doesn't communicate with the payment networks. This dude gets insanely mad and tells us that we are stupid and how does this could happen, their event is the most important thing after First Jesus Coming and wishes to have an engineer 24/7 during the event, as seems to be we're untrustworthy, and he's clearly a genius. So I sent this request to their account manager, as this was no longer my decision. The account manager gets in contact with the guy informing that each hour is going to cost some additional money. The guys gives his OK but only for 8 hours per day during the weekend. As I took his ticket first, I was the engineer assigned. My area had a very strict policy about overtime, so I told the AM to take this matter to my boss, as I didn't have any authorization to work overtime. Back and forth, I got offered 500 for working on the weekend, taking a look at their transactions and sending an email about status at the end of the day. I got praises from the sales and client services team and also 500 bucks plus all the food I charged because I couldn't leave the house during those days. Sweet deal if you ask me. [link] [comments]  |
| Does nobody actually read emails? Posted: 29 May 2019 02:53 PM PDT Just happened. Background: One of the many things my team does is provide IT support for a customer's recording software (phone calls and screen captures). The chain of support is a little awkward in my view. There's the user > local service desk > my company's service desk > my team. Makes getting info back take a little bit. For this story, it requires a bit of back story to make sense of the email chain. About a month ago, the customer logged a ticket as an entire team of users had no screen captures being recorded. I checked the customer's system and could see phone recordings for all the users, and screen captures for all except two. We shall refer to them as User1 and User2. I relayed this info to the customer and asked for the IP addresses of the two users' PCs (this is used by the software to find the PC). User1 was able to be reached from our software, but the screen recorder was throwing a 'cannot find machine' type error. User2 was completely offline at the time (turned out they had just taken a couple weeks of leave). I looked up their configuration settings, and it all matched their teammates, so no issues there. I then asked the customer's local service desk if they could check that the recorder software was properly installed on the users' machines, which they affirmed it was. Over the next couple weeks I wasn't able to find any issues on our end, and the local support team assured me that everything was correct on their end. Until, a week ago, User2 returned from leave, and their screen captures were recording as normal. Great, but I literally changed nothing on our end, so it must have been something different on their end. This is where the email chain starts. $Me $U1 - User 1 $U2 - User 2 $TL - Users' Team Lead $LS - Local Service Desk/Support ***** $Me - Hey Team, I can see that $U2 is recording now but $U1 still isn't. No changes were made on our end, has something been changed on your end or $U2's end? $LS - We will check with $TL. (a week passed and I heard nothing back) $Me - Hey Team, did we get any response to the below [original message below] $LS - $TL has confirmed it is working now. You can close this ticket (this was clearly wrong, as I had checked for recordings that morning and there were no screen captures for $U1 still. I went through the email chain that $LS had forwarded. In chronological order:) $Me - Hey Team, I can see that $U2 is recording now but $U1 still isn't. No changes were made on our end, has something been changed on your end or $U2's end? $LS - We will check with $TL $LS - Hey TL, is $U2 recording now? And if so, were any changes made? $TL - Yes, $U2 is recording. $LS - $TL has confirmed it is working now. You can close the ticket. ***** A bit paraphrased, but $LS is well known within my company as being the laziest service desk we know. But even from that, it looks like a game of Chinese whispers, where each subsequent person cuts off another part of the message. First $LS left out that $U1 wasn't working. Then $TL only answered half the question anyway. And then $LS again, somehow forgot the original question that I had asked. The worst part of all this, is that the emails are all in reply to each other, so each person can see the whole chain. [link] [comments]  |
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