(no subject)

[dr-atheist.livejournal.com]

Helldesk ticket comes in, simple password reset. I check the account, see that it's locked out, unlock it and then phone the user before changing her password.
User is a senior manager.
Me: Hi, is this X? I'm calling from $tech_dept; I understand you need your windows password resetting.
user: what's windows?
Me: *Stalls* ummm Microsoft windows?
User: I'm not sure what that is, but I can't log onto $internal system.
Me: ok, we don't support $internal system *throws things at sniggering minion who has picked up on the conversation*, but I can pass you onto the team that does....are you sure? Your windows account was locked out, were you having issues with it?
User: No, I'm not sure what you mean.
Me: Ok, just before you go, are you logged into your computer now?
User: Yes.
Me: Good, ok, bye *puts phone down and backs away from the converstaion*

Thank god I phone to confirm password resets before changing passwords. I'd hate to have had to talk her through logging out of a computer system she is entirely unaware of!


/EDIT
Helldesk ticket reply, from requestor ($users co-worker)
$user is incorrect it is her windows password that requires reset.

She just uses $internal_app more than any other application and just uses that to refer to the whole system and doesn't differentiate between $internal app and $other_internal_app etc.

The confusion mainly arises because we have access via remote desktop connection rather than being physically attached to the network.

Any problems please let me know

I want to cry.

Comments

[alcoholiday.livejournal.com]

Sometimes I think you have to TRY to be that dumb.

[piepants.livejournal.com]

...what

*blink*

/hides in corner and cries

[dr-atheist.livejournal.com]

Unfortunately this user wasn't trying. It got worse, see edit.

[dr-atheist.livejournal.com]

Yeah. It got worse. Turns out it was her windows password, details in the edit.

[amynnah.livejournal.com]

Oh God... I've had those. You reset their password for the application they think it is... and they still can't get in. You check it, and it's fine. I usually end up remoting into their computers at that point and cover the phone to hide my laughing, because they're trying to log into something completely different.

....silly peoples...

[miertam.livejournal.com]

I get these for No-Charge.. I really feel your pain.

[jecook]

we do that all. the. time. especially with some of the more clueless ones.

c:"I need my [unix app] password reset!"
T: "ok, what's your ID?" [logs into appropriate unix box and goes into the password change screen]
c: "it's [id number]"
T: "ok, your password is xxxxx. go ahead and try it." [bails out of password change screen to re-enable logins] (it's a funky system running on a unix system that locks the entire user database (which prevents anyone from logging in) for managing user accounts.)
c: "It says 'your account [windows login] has been locked out' and it still won't let me in." (simplified to save reader's sanity- it's usually back and forth a bit longer then that)
t: [dives into ADUC, cussing the whole time to unlock/reset windows password] "ok, then, let's get your windows password reset."

it goes on from there, unfortuantely. fortunately, the supervisor for this department is the one who ends up calling in most of the time, and they have a clue.

[asbrand.livejournal.com]

Amazing, really, that in this day and age, after almost 15 years of various Windows OS's, that a *senior manager* doesn't have a fuggin' clue what it is.

The Peter Principle at work, folks...



-Az

at least 1/3 of my daily calls

[ace-brickman.livejournal.com]

are users who are seeing Windows login prompts for the Citrix servers that house the applications they think they're opening... Thank Goodness for VNC, G2A, and the like for shiz like this. I really don't feel like trying to explain Citrix technology to someone who just wants to chart a patient.
By the time they call, the users could have logged in to the workstation or VPN 1, corporate intranet web page 2, Citrix Web Access Gateway 3, Citrix application server(same as VPN/wks, granted) 4, and then the application itself 5, 4 possible passwords in some cases.. Can't wait for global SSO implementation.

hear hear!

[ace-brickman.livejournal.com]

VNC FTW