User's always lie. Tech Support |
- User's always lie.
- Restore File and
- Mmm, vendor support.
- "It says BOAT, so that's where it goes."
- Why did they do any of that
| Posted: 28 Jan 2022 06:36 AM PST Hi all, so today I've got a tale for you that's fairly fresh and reinforces a standard saying "Users always lie". I work at a tier 1 help desk, typical password resets, unlocking accounts and passing on tickets of weird issues on applications that only like 3 people use in a 20000+ people company. User calls in the following ensues. For context the user is in another country and has an accent, difficult to understand;
five minutes of futzing with the user to get their name down properly
Pikachu face this particular region is notorious at our desk for having huge volumes of new starters who are near never properly informed on what to ask for and consequently are a nightmare to get set up as they frequently bundle the terms password, code, usernames and emails. I know I'm not in for a fun time. However I do see they've got password resets in his history so maybe it's just his code. Context: We have an old two factor authentication code generator and a new one that we switched to recently. Both work but users are to be pushed to the new one whenever possible.
At this point I figure either their passwords expired or they've forgotten it so I take him through a password reset.
From here I go so far as to actually remote into their machine to enter their credentials for them. And much to my surprise they're right, the details being entered are entirely correct and it's spitting back invalid username and password. This is the point where I go on hold to think of stuff and finally settle on trying a temp code from the old system. Bing, bang, presto they get through the password reset stage and gets into their account. Towards the end of the call I check the admin side of the new authentication method and they're not set up on it at all. If users aren't set up, it'll just spit back incorrect username and password even if it's entirely correct, not even taking you to the code entry stage. So I put a guide to them directly and tell them to follow it as this calls already gone on for ages and is hitting my call numbers pretty bad and the standing advice is to give the users the guide more often than to actually guide them through it. I feel like a numpty for not fact checking the user on the admin side but equally I asked them in detail if they'd been set up or not and it turns out they were just telling me what i wanted to hear. A good half hour wasted because a user just wouldn't tell me he didn't do the proper set up steps they should of gone through after getting in the first time. [link] [comments] |
| Posted: 27 Jan 2022 09:15 PM PST Hello there! I thought you guys might enjoy this. I recently had this call into our college help desk and I...I can't believe this happened. This woman was a teacher in a town over an hour away and on an adjunct campus for reference. *phone rings* IT Help Desk this is me how can I help you? Yes, my laptop has blue screened on me and I need help fixing it. I'm sorry to hear that! Is this a university laptop or one bought from your department? A university laptop, can you send me the restore file? I'm sorry ma'am, did you say restore file? Yes, you know the file where it's kept with you guys in case I need to restore it from that file. I'm sorry ma'am but I don't believe we have anything like this. Yes you do! I talk to *my boss* and I know you guys do. Ma'am I can assure you we don't. If you want I can go to my boss and confirm this. Don't bother! I'll call him myself so help me another way. I can do that. The good news is that since it's a university laptop you should be under warranty. That's good to hear. What do I need to do? I'll need you to send your laptop to us and we can send you a temporary one until it's fixed. That won't do! I have files on this laptop that I need. I'm sorry ma'am, but if the computer has blue screened of death I'm afraid they are already lost. Fine then, can you send me the disk so I can put Windows back on it. I'm sorry? The disk! The disk you use to get Windows on the computer! Ma'am I apologize but we don't have an operating system disk to do that. Why not?! Ma'am operating system disks haven't been used in quite a few years. You're not listening! I will talk to *my boss* about this and he'll get this sorted! Very well, do you need his number? No I don't! I can't believe this! I used to work at help desk and I know you guys do this! She then hung up. I really wonder just HOW long ago she worked at the help desk. [link] [comments] |
| Posted: 28 Jan 2022 07:15 AM PST I work for an MSP. Call comes in from a client. "Our vendor was doing some scripting on our dev/test partition, broke something, and hasn't been able to fix it in a week and a half. It's seriously holding up our testing and training. Is there any chance Ratticus can take a look?" $me: "Yeah, of course. What are the symptoms?" Hmm. First thought is that it sounds like a runaway recursion in a script, but 'restore' is a built-in OS command, not a script... and there's no way something that simple would take a week and a half to track down. No way. I tracked it down in 10 minutes. These geniuses, these WunderCoders, these unsung wizards of perl and shell:
How did they expect it to work in the first place? [link] [comments] |
| "It says BOAT, so that's where it goes." Posted: 28 Jan 2022 07:56 AM PST I help maintain the back office settings of a program we use to give out loans, including boat loans. I received ticket asking to add power of attorney to the boat loan. No big deal, I can just go through and attach it to the loan product after making anything that can be fillable automatically pull from the system when it can. Takes a couple days just to make sure I get it programmed right. I take about a day, go through it and right before I go to add it to the product I notice that nowhere does it actually say boat on the POA itself, so essentially the work I did could be added to other loans as well and not have to worry about it later. But the ticket only said add it to the boat loan. Knowing the process, it's much easier to add it now to the other loans than it is to add it later. Once it's been compiled by the program you can't just then go and add it to other things. It's silly, I would need to use their version control. Which is a pain in the rear. So just to make sure I send an email to the person who opened the ticket. Me: "Hey, I know you opened the ticket for the boat loan, but since this is a generic POA, I was wondering if you might in the future want it for the other loans. I could add it now to the other loans with no problem." Them: "I said put it to the boat loan. It's not that difficult to follow the ticket. It says BOAT!!! So that's where it goes, it can't be that difficult. I don't understand why everything becomes 20 questions when we open these tickets." So I put it on the boat and close the ticket. Guess what, 2 days later a ticket comes in, "Please add this power of attorney to other loans." [link] [comments] |
| Posted: 27 Jan 2022 09:58 PM PST First time poster on this sub, a friend of mine recently passed away, and I remembered this story, the first time I ever actually gave him some tech support. I'm not actually in Tech Support, just the guy in the family who knows the most about computers and can google most issues. So the people in this story will be M- Me, F - Friend, FW - Friends Wife also my friend, CR - Their old computer repair guy This happened a few years ago so I am recounting details as best I can So I was working at the retail store, talking with my coworkers when FW came and talked to me, she knew I was decent with computers. FW: Hey, I know you know a bit about computers, my husbands computer hasn't been able to do much and is super slow, would you be able to take a look at it? M: Oh that should be fine, just bring it in and leave it in my locker, I'll bring it home and take a look. She brought it in, I took it home and looked at it but I had actually never encountered anything like it up until that point, wifi was completely disabled, couldn't figure out any way to turn it back on, thought at one point it might not even have a wifi card in it anymore, but it did. There was a few more issues but this one stood out the most. So I called her husband to ask what happened to it. M: Hey so I just checked out the laptop, how did it get this way? F: Hey, yea, it was having issues so I got CR to take a look at it, he said he fixed it but I think it got worse M: Mind if I talk to him? F: Come on over and we'll call him together while you work on it here. I went over to his place, we got CR on the phone and I got to ask him what the hell happened M: Hey, CR, I am here taking a look at F's laptop, I gotta say though, I'm struggling a bit, what did you do to it last time? CR: Oh he was having issues with some viruses, and some pop ups, so I went into the registry editor and disabled a few things. And that's when it clicked for me, I never used the Registry editor for most things, because I never really needed to, I'm not IT, just a guy who likes computers M: So you disabled wifi and all this other stuff? CR: Yes, it fixed the issue. M: Well, thanks for the info, I'll get back to fixing it now So now I knew what to look for, I fixed the guys changes, and then proceeded to do a full virus sweep, fixed his actual issues and got him back on the laptop. For the next few years I was their exclusive IT guy, They became like second parents to me, I really miss F. [link] [comments] |
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