The numbers are off but we've been drinking. Tech Support |
- The numbers are off but we've been drinking.
- “Caller can’t”
- Sometimes, they just do not want the issue resolved.
- Locked File on Network Share plus tons of tickets
| The numbers are off but we've been drinking. Posted: 28 Oct 2020 02:36 PM PDT This honest revelation came from one of our customers who got an early start to a New Year's Eve celebration. They were trying to run the last payroll of the year and noticed that things weren't right and needed to call for help. Thankfully their payroll guy recognized that he was drunk and confessed to us that they had started drinking at about noon and were now too drunk to find the problem. Rather than completely mess things up they all decided they better stop and call us. Having pity on them, it was turned over to one of our accounting wizzes and she found that it was a simple matter of missing one of the steps. The payroll guy was able to successfully run payroll, says this is his last official duty of the year and is about to hit the hard stuff and thanks us for saving his butt. About a week later we get a delivery of a basket with wine, cheese, sausages, etc., along with a letter from this company thanking us for helping them even though it was their own fault for being drunk. Pretty cool. [link] [comments]  |
| Posted: 28 Oct 2020 10:36 AM PDT Nearing the end of my shift, it's raining and I'm not keen to drive in traffic so I decide to work through some tickets sent our way by the global help desk. A few tickets in, I run into one that looks like 1st line haven't done their job properly, with a very simple description: "Caller can't." I'm ready to send it straight back and remind them we need specific details to provide 2nd level support, but decide to check the work logs first in case it's in there. There are only chat logs for this case, and the user states that the software required to make/receive calls is missing, and our intrepid 1st line support analyst starts investigating but is unable to do much as the documentation isn't clear. $analyst: I'm looking at the documentation for the UK but it's quite detailed and I'm not seeing what steps we'd need to take to fix this. Could you please provide me with the following details so I can send it to your local 2nd level support team? $user: sure $analyst: okay, we'll need your name, userid, department, workstation number and phone number. $user: my phone system is missing. $analyst: yes, so I need the above details to send the case to your local technicians to solve it for you. can you please provide them? $user: where would I find them? $analyst: you don't know your name? department? phone number? $user: I am in the main office, can I please have the incident number for this. $analyst: they will need a way to contact you? please advise at least the best way to contact you. $user: I am in the main office and we are not allowed our phones in the office. $analyst: okay, the incident number is XXXXX, and I'll tell them you can't provide the required details. thank you, I'll assign it to the local technicians. $user: so I'm just to sit here and wait for them? $analyst: unless you have another devices to connect with. I'm unable to assist you with a local solution, we will have to wait for the local team to contact you and support with your issue. anything else I can assist you with today? $user: no thank you $analyst: thank you for contacting the IT service desk, hopefully your local team reaches out quickly to support. have a lovely day. Turns out, the description is pretty apt. Caller clearly can't. [link] [comments]  |
| Sometimes, they just do not want the issue resolved. Posted: 28 Oct 2020 09:19 AM PDT In case it does not get through, the client was thoroughly irritated and uncooperative the whole way through. Client: I registered today, and I cant log in! I tried it every way I can! Me: Exactly what issue did you encounter, in what step? Me: (5 minutes later) Are you still present? C: I got an email with an activation code! I type it in with my username and it is not letting me log in! Me: The activation code is not a password, so you cannot log in with it. Please click the link in the e-mail, and set your first password. Me: (3 minutes later) Have you succeeded? C: Yes, I clicked on that, it asked for my password and expiry date and it says it is not valid! No date is accepted! Me: ....Just leave it empty and it will be set to the maximum. C: Now it says *actual error message that could have bene resolved in 2 minutes and 5 clicks* Me: In that case, please ask for a forgotten password at *link*, and follow the link you receive in the e-mail. The issue will not be present there. C: I have done that 6 times already! Me: Please do it specifically on the page I just linked. The link you receive there leads to a site that cannot produce the error you encountered. Me: (5 minutes later) Have you succeeded? C: I asked for too many forgotten passwords already today! Nevermind, it is not important anyway! *Client terminates contact* Me: (with a tired Al Bundy face) ....There is no limit on daily forgotten password requests... [link] [comments]  |
| Locked File on Network Share plus tons of tickets Posted: 28 Oct 2020 02:09 PM PDT Note: Posting this before I forget what happened today. I got several emails today about a file on a network share being locked out by about five or so users. I was told to work on this issue, but I don't have access to the user's share, so there wasn't much I could do. It took me few minutes to read through the email chain to get an idea of what was going on. I told the IT person above me on the account that there wasn't much I could do and that a server admin should get involved, which no server admin was on the email chain that I know of. So, with trading emails and IMs back and forth, I included our local server admin on the replied emails so they were in the loop and to investigate further, since they have more "powers" than I do. The ticket for the issue was not assigned to me, but was provided. After going through the above, I pull up the ticket and see what level 2 has done. Reading through the ticket, level 2 only did the common things on the user's PC/asset. When want needed to be done was for a server admin to see what the share location was and what file(s) were involved. Also to see if they could unlock the file. The server admin replied to the email chain, asking if the should go ahead do what needed to be done on the server side to unlock or release the file(s). This has been at a stand still, so I won't have an update until tomorrow or Friday. Besides that issue today, I had two user's contact me with their issues, which their tickets were assigned to me, but due to the network share issue, those had to be put on the back burner. Later in the day, more tickets starting piling in. So, just before I left for the day, with a "hard stop" (no OT), I put those tickets into pending status until I'm able to get to those tickets. [link] [comments]  |
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