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Nov. 6th, 2009 09:46 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
buckaction.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryWe have 4 severity levels for our cases:
Severity 1 - System Down/Critical - Reserved for systems that are either DOWN or severely crippled
Severity 2 - System Impaired - most cases fall into this category. Fairly Self Explanatory I think
Severity 3 - System operation Normal - Usually used for general questions or non-production systems
Severity 4 - Information request or zero impact - To us this severity = absolutely not important and won't be touched for at least a week
My awesome case for today:
VIC[ITOM] (Very Important Customer[In Their Own Minds]) Opened a Severity 1 ticket today. Why? because their shiny new system has the wrong name on the model badge on the system. And this MUST be fixed ASAP!
wut?
seriously?
I immediately changed the severity to 3 and sent the case off to the appropriate backline group. (The model sticker is on the front Bezel - that's not a part my group deals with)
Other Gems for today:
1)Don't lie to me about the model of the affected system in an attempt to get us to provide support on a machine that doesn't actually have current coverage. Did you not think that I wouldn't notice the outputs you gave me were from a COMPLETELY different system than the one you opened the case with?
2)Don't silently refuse to send me the outputs i'm asking for by sending me everything BUT what i've requested.
Further. don't demand that I send a Field Engineer Out because you believe what you have sent "should be enough to make a diagnosis by". It's not. Besides, if you're such a crack diagnostician, what the hell are you bothering me for?
3)I don't care how many times you ask, we cannot tell you why your system hung without a core file. No if's, and's or but's.
Severity 1 - System Down/Critical - Reserved for systems that are either DOWN or severely crippled
Severity 2 - System Impaired - most cases fall into this category. Fairly Self Explanatory I think
Severity 3 - System operation Normal - Usually used for general questions or non-production systems
Severity 4 - Information request or zero impact - To us this severity = absolutely not important and won't be touched for at least a week
My awesome case for today:
VIC[ITOM] (Very Important Customer[In Their Own Minds]) Opened a Severity 1 ticket today. Why? because their shiny new system has the wrong name on the model badge on the system. And this MUST be fixed ASAP!
wut?
seriously?
I immediately changed the severity to 3 and sent the case off to the appropriate backline group. (The model sticker is on the front Bezel - that's not a part my group deals with)
Other Gems for today:
1)Don't lie to me about the model of the affected system in an attempt to get us to provide support on a machine that doesn't actually have current coverage. Did you not think that I wouldn't notice the outputs you gave me were from a COMPLETELY different system than the one you opened the case with?
2)Don't silently refuse to send me the outputs i'm asking for by sending me everything BUT what i've requested.
Further. don't demand that I send a Field Engineer Out because you believe what you have sent "should be enough to make a diagnosis by". It's not. Besides, if you're such a crack diagnostician, what the hell are you bothering me for?
3)I don't care how many times you ask, we cannot tell you why your system hung without a core file. No if's, and's or but's.
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Date: 2009-11-07 09:35 am (UTC)And a triage set that actually affects the order things get looked at.
They boil down to "Degree of severity of problem according to user" and "Degree of severity of problem according to corporate standards". If you're feeling really squirrelly, there could even be "Degree of severity according to the techs who will be actually addressing the problem" as a third option.