Newbie...

[purplehaze75.livejournal.com]

Both to the community and to the field. I got a BSCIS a couple years back, but just recently (like a month ago) got myself into the tech field. I work at a Hell Desk, but not for an ISP or general tech support. I actullay support a proprietary software system within a HUGE transportation company - it's the system that allows employees to enter information for shipments (i.e. shipments inbound to the US via rail, truck, ocean, and/or air) and the system sends the info to US Customs and/or the FDA (as applicable).

The good news is that the users of this system are JUST as stupid as "regular" users. For example:

Before leaving last night, one of my co-workers was working a ticket for a password reset. Should be pretty quick and simple, right? The user that opened the ticket was NOT the owner of the ID they wanted to the password reset on. Erm..can we say "security violation" boys and girls?? As she explained this to the user, the user argued and told us "It's my manager's ID and he told us to use it." DOUBLE security violation. The user was quite upset with us, so once we hung up, we disusered the manager - now even the MANAGER can't change his OWN password without submitting a CAM form requesting to be re-instated altogether.

MWUHAHAHAHAHAHA...love the power. :)

In addition, our "parent" group (general tech support for the entire company) is located in Arizona and they sometimes open tickets that are assigned to our workgroup. No big deal...under normal circumstances. Since they have NO idea what this system is, how it's used, or any of the terms used in the system...the subject lines and info in the tickets get to be highly amusing. Some examples:

"[proprietary system] user is getting error" -- no shit?? Want to tell us what KIND of error?
"Portal lading required error" -- Ok, better...but it's "port of unlading" dumbass

Plus, we get a multitude of tickets from them without ANY necessary info. No user ID for password resets, no file numbers for entry errors, no error types/messages, no customer IDs for POE openings, no statement numbers for ACH errors, no printer IDs for rampant print jobs...WTF? Trying to decipher what they write in the tickets is like translating from another language - they don't understand what the are hearing, but don't bother asking the user for clarification.

Comments

[jecook]

It could be that they simply don't know better. It's possible that people fill out those tickets not knowing that they need to provide or collect that information.

'course, they could also just be plain stupid, too. That's possible, and frankly, more likely.

[jahbulon.livejournal.com]

Sounds like The Chronicles of George (http://chroniclesofgeorge.nanc.com/)

MWUHAHAHAHAHAHA...love the power. :)

It's nice getting your own back like that. I constantly get emails from customers with spyware or viruses, claiming that WE are responsible and DEMANDING we fix the problem IMMEDIATELY or they will break the contract/go to another ISP/begin legal action.

It's so nice replying that not only are we not responsible, but if the customer repeatedly becomes infected or is sending out viruses we are well within our rights to terminate the connection! Makes me feel all warm and fuzzy just thinking about it..

Your userpic...

[coyoteden.livejournal.com]

Coheed and Cambria?

[purplehaze75.livejournal.com]

I know for a fact they don't know the systme I support - in fact, it's technically a security violation if they DID know. SO, partially it's that fact that keeps the ticket information to a minimum.

However, they could at least repeat the file numbers/entry numbers back to the user to make sure they typed it correctly. OR, they could use common sense and get the user ID that we need to change the password on. OR they could ask what error message the user is getting. These are the kind of things THEY do as well...just for the general network/e-mail.

My vote is that it's 2% unknowledgeable and 98% stupidity.

[purplehaze75.livejournal.com]

Yeah...it's kind of strange having that kind of power. For me, anyway - I used to be a secretary.

There was one user who needed a password reset - and when I mentioned the name of the user, the whole group (all 4 of my co-workers) groaned. One of my supervisors suggested I change their password to the alphabet, backwards...twice. JUST to annoy her.

The sad thing is that this system automatically wants the user to create a new password after the temporary one we assign...so it's only annoying for a brief moment. **sigh**

Re: Your userpic...

[purplehaze75.livejournal.com]

Hmmm...don't know anything about their music. Just know I found the icon on one of the icon journals and it fits my mood when I am aggravated, etc.