OMGWTFBBQ

[grayhawkfh.livejournal.com]

One of the other helldesk monkeys just submitted a ticket:

Here is the Summary, in it's entirety:

Summary: Problem

::headdesk::
::headdesk::
::headdesk::
::headdesk::
::headdesk::
::headdesk::

Update: Now the summary reads: CHECK WORK LOG

::soul dies a little::

EndUpdate

Comments

[inahandbasket]

problem wil robinson, PROBLEM!

[chaobell]

I probably shouldn't be laughing as hard as I am at this.

[cirobi.livejournal.com]

i remember a similar one coming in to our student help line when i was in college. the volunteer group i was with ran the hotline and during a weekly meeting, one of the requests read from the hotline was "i have a problem".

much laughter and joking ensued. :)

[snoopyh42.livejournal.com]

It amazes me that the homicide rate in tech jobs isn't higher.

[forge.livejournal.com]

yet alcoholism is at an amazing level (woo!). something tells me if techies quit drinkin worldwide, homicide rates would sky rocket.

however I am not planning on giving up my scotch any time soon.

[fenrirvallin.livejournal.com]

Someone should find a way to give tech support workers a tax break on alcohol. I'm sure you can file it under a public safety issue somewhere...

[fnordx.livejournal.com]

Solution: SOLUTION

[canray.livejournal.com]

Damn, beat me to it.

[canray.livejournal.com]

Tax Break?

We should be able to have it in our taxes as a legitimate business expense!

I tried to argue with it when I was an author, citing many great artists throughout history, but it was a no go. :-(

[mouser.livejournal.com]

"Unable to replicate"

or

"Fixed"


Either way...

[berkeleyfarm.livejournal.com]

Oh man. Sympathies. That's even worse than my Chronicles-of-George-worthy ex-Helldesk. They'd be more like:

Problem (badly spelled word salad) Please assist.

The management developed a "top ten" questions and was shocked when I told them that the Helldesk wasn't answering those questions - they had to type something, but they'd type "n/a, n/a, n/a" or grossly mischaracterize the ticket so it was a type where the q's didn't come up.

I'd suggest keeping a log of these problems - what ticket, who entered it, what general category the ticket issue fell in, what the problem was in the way the ticket was delivered, resolution, opportunities for training. (FAQs, knowledge base, etc.)

The Helldesk boss, and your competent techs who are tired of pulling the load, are allies in this. Get them on your side. Be constructive. If the Helldesk has a goal to answer X percent of calls on L1, say that this will help meet and exceed the goals (because now, obviously, all but two are being an answering service, and not a very good one at that - that's not really even up to Level 1).

[jecook]

If a ticket like that ever got put into our system, the tech who put it in would have gotten written up pretty much instantly, and then used as an example at the bi-weekly meetings. Our manager does *not* like that shit one bit.

Although, if it was done intentionally as an example, then it'd probably be alright.

[ruvane.livejournal.com]

I'm a Level One TSR monkey myself, and I empathize with you. I've been doing this job for 2 months and I'm often amazed at the notes other, more experienced techs leave. Like the time I got a call for slow speeds, tinkered around a bit, realized he was in an area affected by an outage that was causing slow speeds with no ETR (sucks I know), and so I told him that. I read over the notes, saw he called later that night complaining about the same issue (*headdesk*) and the tech that got him spent 20 MINUTES TSing him, and then figuring out it had to do with the outage b/c she couldn't be arsed to read the BRIGHT RED notes on the file where I put he was in the area affected by the outages. I looked her up, and she has been here 4 months longer than me, but she's still a trainee as well. Wonder why...