pet peeves in case notes...

[zercool.livejournal.com]

(and this isn't directed at anyone here)

People who work in a so-called professional enviroment using things like "lol" and emoticons in case notes. I will admit that I use a sarcastic "wonderful," in my notes now and then ... but not freaking emoticons.

Is it so hard to use complete sentences, too? Proper english, folks. Not a tough concept.

Comments

[cmdrproteus.livejournal.com]

Something tells me that the people who use emoticons and "lol" in their case notes are the same people who peppered their cover letters and resumes with a bunch of :)'s and LOL and KTNXBAI's.

Of course, it might be a tall order to ask people to type in complete and coherent sentences.

[zercool.livejournal.com]

it might be a tall order to ask people to type in complete and coherent sentences

I'll grant you that... but could they at least throw in a period so their three page case notes don't read like a second-grade reading assignment? Just show me where one thought ends and the next begins, that's all I need.

[billysapphire.livejournal.com]

I completely agree...
People forget that they are not the only ones that may need to access their case notes and that the next person may not be able to understand all of their little cutesy emoticons and lol's, etc.
I used to run into this at the place I worked at. Assuming they put anything in at all. It was not unusual to see the following
S/W eu, verf add.
This would be it. I have no idea who you spoke with, I do know you verified their address. I have no idea of what you have had them do or what you have not had them do. Annoying I tell you...
I used to be thorough..almost too thorough but in the 5.5 years that I worked there, I never had management ask me what I did with a call because they had it all in front of them in my case notes. I am sure I had some novels running in there.

[norelevance.livejournal.com]

Some people like to "spice up" their notes sometimes.. they can be so dry to read, so an emoticon can sometimes show that the person has a personality. I've never done this but I can see why one might do it now and again.

[justsomegurl.livejournal.com]

well, based on your post you may find this site very interesting.
http://chroniclesofgeorge.nanc.com/tickets1.htm

you'll either laugh like you have never laughed before or wish you could find george and torture him ;)

[zercool.livejournal.com]

I vaguely remember seeing those at some point. Terror.

[taiirei.livejournal.com]

Regarding notes on debugging, or checking through documentation...
I make TOO MANY.
My team members don't care that this should be like this, or why this is like this...
To me, everything matters! Consistency! Format! I think I'll drive myself insane one day!

[torkell]

That's heading towards extremes. myself, i dont bother to use punctuation and the shift key all the time but with me its just to speed things up. If I have the time, then I will use proper grammer and all that. At least I can speel!

[dkphoenix.livejournal.com]

I used to work with a tech who not only could not spell nor punctuate, he had only the most rudimentary grasp of grammar AND he enjoyed making up his own acronyms and abbreviations. But wait, that's not all, he never looked at his monitor when typing, and he seemed not to grasp the difference between "backslash" and "backspace", so his call notes looked something like this:

no lnklt 100mbts advsd\\\\\\\rep cabel rbt sitch\\\\\\\\\\\\ rma# 12345\\\\\ will callbak

*shudder*

(They'd "callbak" all right, with steam rising from their heads after they'd followed his fool advice and brought their entire networks down.)

[jacobine.livejournal.com]

We can't put too much that's 'interesting' in our case notes, since our tickets get emailed to the users when they're closed, so you really can't put something like 'User is an idiot' in it or you'd be in serious trouble.

However, I so understand. We had a tech who would not punctuate or use capitals, or type in complete sentences. More than one he'd send me an email, and I'd send back 'Repeat that in English, please?'

[justsomegurl.livejournal.com]

awww. I would not like my case notes being sent to the customer. I often find that customers will start screaming over nothing before they even know what they are talking about. I would be so nervous about how I worded everything. I think it would take me hours to write one.

[jacobine.livejournal.com]

Well, we're all internal support, and they get emailed the ticket being opened and closed so they have a case number... Most of our calls are things like: Problem: user could not remember password. Resolution: Reenabled account and changed password.

Fortunately we also send techs out and while they'll put notes in if it's open for a while, usually they'll go resolve it with a definition of what was wrong and that's it.

Oh, and when I first started here we had a tech who used to send in his resolitions with things like: It was an ID10T error. My officemate and I got so sick of having to rewrite all his resolutions to something polite we started cutting and pasting his resolutions directly. No, we didn't like him.

[dmsalem00.livejournal.com]

I've been told that my cases resemble novellas that would make stephen king proud in their use of grammar and punctuation. The dispatchers actually breath a deep sigh of relief when they see my cases coming in.

[elobscuro.livejournal.com]

henh. I got a new favortie case log yesterday. TCWMNBN's home office techs aren't required to use some of the tools we are. and so their case logs can be a bit... sketchy... compared to some. Yesterday, at network problem case consisted mostly of "Cusotmer does not want to reinstall OS. I troubleshot this thing as far as I could." that last is a direct damn quote. turned out, that wasn't very far, since he hadn't even tried updating the frelling drivers....