jecook: (Default)
[personal profile] jecook posting in [community profile] techrecovery
I guess what I hate most about my job (AD/Exchange/Backup/COAT* Administrator for a company of ~1400 users/3000 employees) is not the support folks throwing stuff over the fence at me, not departments pulling the 'oh, we need to contact HR to finalize an employee transfer before you'll re-provision their account entitlements, even though we did this weeks ago?' card**, not even the legitimate problems (such as the PDCE domain controller becoming increasingly stupid until I moved it to freshly resurrected server***).

What I hate the most of when groups of users are moved. Such as when a group of five users are moved from one organizational unit to another, with little or notice to the IT group. Especially when said five users are taking up more space on the SAN then the entire department they are moving to. Oh, and world+dog still needs access to their files (but refuse to say WHAT FILES). Oh, AND they absolutely, POSITIVELY REFUSE to use the interdepartmental share that's designed for such nonsense, even AFTER we've told them about it. Multiple times. And then have shit kittens when half their stuff disappears because their workstation decided to cache their files locally (despite the corporate group policy stating otherwise****) instead of using the SAN's ~1 TB or so of storage*****.

Plus, this is not the first time this group has been moved, and since they have upwards of half a TB of crap, I said 'fuck it!' and put them into their own damn group. It's not perfect, but if the rumors of them getting moved again are true, then it'll be less work for me to move them around.

So, what's the nastiest user horror story ya'll have run into?

* Cat of All Trades - generally, I'm generally the poor bastard that gets pestered first before the other senior network administrators, only because of my time in the place and knowledge of almost every system in use.

** I blame the lack of a solid process that's enforced with an iron spike covered fist for these debacles. At least I'm on good terms with the HR staffer that handles all these changes- she's a bit of a dragon when provoked.

*** At one point, we had it from one of the top support engineers at M$ that one could virtualize all the domain controller in an AD forest. We found out about two weeks ago during a risk assessment profile that we paid for that this was not the case. My best guess is that was the straw that broke the cat's back, as the domain controller in question went pear shaped the day after the assessment was finished. Fortunately, I had not pulled the old, out-of-warranty physical domain controllers out of the rack, so a little techno-necromancy later and we have a temporary DC running as the FSMO and nothing BUT the FSMO until we get a brand new pizza box in.

**** I blame the support group for dumping their machine or user account into the "excluded from ALL GROUP POLICIES" group which is supposed to be used for troubleshooting a group policy problem to begin with, which has the effect of breaking stuff on the local machine, which, oh by the way, violates a couple regulatory controls that are part of the compact which allows us to exist. Gawds, I love tribal gaming!

***** At least, until the snapshots for said SAN ran the thing out of space overnight; thank BOG the next morning was our monthly change window, and I came into the business being at a DEAD HALT because the support tech didn't bother calling us in a panic like he should have, and our automated systems don't scream in that manner (yet). That was a FUN morning.

Date: 2012-02-12 03:33 am (UTC)
From: [identity profile]
We had a sales person who kept all his contact information on his laptop in an Outlook pst despite the fact that we have a centralized system they're required to use to store their contacts (because if they leave the company, those contacts will be needed by the person who replaces them).

He had already been told to use this system, and told to save any local files to the server. He did not comply.

The inevitable happened. Head crash on the laptop hard drive.

This guy called me twice, another tech twice, and a third lucky tech five times. He put in five tech support tickets, three after he and I had already had a long discussion about what we could and could not do and after we agreed to send the hard drive to be analyzed in case there was any way to recover the data.

He was the classic case of someone confusing how much he wants his data back with how likely it is to happen. It doesn't matter if you have an emotional breakdown in the middle of the office and stomp your feet (yes he did this, much to the amazement or amusement of his co-workers), the data still isn't any more accessible than before.

When the estimate on data retrieval came to $1850, his boss said no, because it could have been prevented had tantrum boy followed policy. And despite the fact that tantrum boy told us the information was necessary for him to do his job, apparently he could do his job without it after all, because he declined to have it done on his own dime.

Date: 2012-02-14 01:40 am (UTC)
shirenomad: (Default)
From: [personal profile] shirenomad
When the estimate on data retrieval came to $1850, his boss said no, because it could have been prevented had tantrum boy followed policy.

Holy cow, a boss who recognizes "squeaky wheel gets the grease" does not make good policy!

Date: 2012-02-12 07:24 am (UTC)
mephron: (Default)
From: [personal profile] mephron
It involved the phrase 'But the antivirus program made my machine start slowly so I disabled it', a department that decided to rig their own VPN tunnel through a firewall, a series of approvals pushed through by 'it's easier than going through IT approval' and some booze...

...and ended up with a bunch of people fired when we caught the situation (two hours to notice, tag, trace, monitor and create a full analysis of what was going through the pipe), shut it down, sent it up the ladder and then sat back to watch the actual security people take the people away.

Banks look on that sort of thing... poorly.

Date: 2012-02-12 07:50 am (UTC)
lolotehe: (Just....christ)
From: [personal profile] lolotehe
Working the helpdesk for a hospital and we had a new business director come in (we went through 4 when I was there). She could not get into Outlook, even though I had provided each department with a 2-page doc on how to set up email.

Oh, and that's when the print server died.

So I'm trying to get SOMETHING together to work as a print server and the only hardware I have available is an old HP Brio, which--despite its limitations--manged to do it. But, my rebuilding of this was interrupted every ten minutes by this woman who did not know how to follow a document and match all the pretty pictures. No one in the hospital could print ANYTHING until I got this thing up and running.

"When are you going to do this?" she asked.

"As soon as I've got this thing that effects EVERYONE finished."

"When is that?"

"I would have been done a while back, but I keep getting called away."

Later, I had a dream that she called the helpdesk because her day-planner was missing. In the dream, I said it didn't plug into the network, so we didn't cover it. Of course, I had stolen the day-planner and her favorite tube of lipstick and was drawing stars on all the pages for the month of August.

Interestingly enough, that was the month she was let go.

Date: 2012-02-12 10:52 am (UTC)
digitalraven: (Default)
From: [personal profile] digitalraven
"But I need my laptop! I have nine years of my research on it!!"

"You see this? It's a copy of our acceptable use regs."

"So what? I need my data."

"The highlighted bit says 'If it isn't on the server, it isn't backed up and is entirely at your own risk.'"

"So what? I need my data."

"And that is your signature on the bottom."

"So what? I need my data."

"I'm going to write down a number."

"So wha— wait, what?"

"This is how much we charge for getting a data recovery specialist in."

"But that's four figures!!"

"So what? You need your data. And since we have your signed copy of the regs, you either pay for a specialist or your data is lost."

"You can't do this."

"The Head of School knows we do this. The Chancellor knows we do this. Both are more than happy that we're doing it right."

He paid in the end.

Date: 2012-02-12 02:53 pm (UTC)
From: [identity profile]
Ugh. Always have a physical DC. Ya never know when VmWare/HyperV/Whatever is going to have a hissy fit and shut everything down. We ran into this yesterday when it decided that since the switch our big ESX cluster is plugged into rebooted, it's going to shut down *all* of the VMs.. Just becuase.

I've had the user with the bad hard drive begging for recovery a few times. That's why IT policy is no computers get ordered with anything larger than a 160GB hard drive, and that 160GB hard drive, and standard is 120. We still have people copy stuff locally (It's just sooooo much faster than being on the 1GB network) but most of them know what to expect if they come to us with a bad HD.

Our latest is taking over IT for one of our affiliates. So far I've discovered: None of the ESX hosts share storage on the SAN (wohoo no HA or DR there), there's no spam filter on the email system, despite multiple hub servers in exchange only one of the hubs actually processes incoming mail, when they wanted more storage they'd just go "Hey there's 40GB free on that SQL server, let's use that to share out files" so there's a ton of 'file servers', Desktop computers being used as servers, including mission critical servers, and no password policy. And that's just what I can mention here.

Date: 2012-02-19 11:09 am (UTC)
From: [identity profile]
I hear you on the 'support desk putting machines in the no-group-policy OU". I'm the senior techy on our desk, and I have to send out reminder emails CONSTANTLY to the rest of the team that after a PC has been built it needs to be moved to the right container. On Friday, when investigating why Config Manager had completely stopped adding machines to the domain, I discovered that not only were there at least 20 PCs languishing in the no-policy-free-for-all zone, but some doofus had actually MOVED THE CONTAINER, subjecting its inhabitants to a bunch of really-not-very-applicable policies instead. And people wonder why there are always "weird things" going on with our desktops...

Oh, and in the past 6 weeks I've had two users lose all their data which had been stored on their hard drive, then call me every two hours for two days whilst I tried to recover the stuff, whilst simultaneously being the only Windows person on the desk who wasn't off sick AND trying to put together a project plan. Call me, ask when it will be ready, then emphasise how OMG!IMPORTANT! the data is and can I please hurry up. I was tempted to just microwave the damn things so I could close the ticket as 'data not retrievable'.


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