(no subject)

[the-s-guy.livejournal.com]

So, Miss Local Office 'admin', we previously gave you instructions that a child could follow, and that no other office admins have yet managed to screw up. And yet you cannot follow them.

No, "clicking on things randomly" is not part of the instructions you were given. Really. Trust me on this.

No, I will not do your job for you. Why? Because I do not see your pay packet sitting here on my desk.

Tell you what - there are at least two other local admins in your office who are not complete morons. Why don't you go and learn your job by talking to them? That way, you get handholding, I get to hang up, and they get the opportunity to kick you in the ear when you don't listen. Everyone wins!

Actual log snippet: $name called back unable to complete task when she fails to follow the instructions we gave her this morning. I advised her to actually follow the instructions. She was unable to. I walked her through the advanced procedure of "not clicking randomly on stuff".

Chance that I'll get in trouble for that one?

Comments

[inahandbasket]

Chance that I'll get in trouble for that one?

depends on your management.
my boss would snort diet coke out his nose when he read the case log. ^_^

[majicke.livejournal.com]

*grins* I promise I won't tell Mr "I'm going to write up anyone with a sense of humour". We'll just have to make it invisible :)

[tecie.livejournal.com]

depends, I almost got fired for sneaking an action line like into a ticket.

Of course by that point, I distinctly remember feeling so burnt out already, as my manager was rambling on about a dozen tickets ovetr hte past 4 months (9 of them not mine, yet somehow my fault) I thought to myself "You know, I really wouldn't mind it if he fired me right now. Sure, I'd miss the money. But that's about it...".

I consider having a sense of humor a personal turning point in my tech support career :-)

[lions-tambua.livejournal.com]

*nods* *sighs*
i know these problems.

Customer bought an server with 2 Harddrives, configured as Raid-1 (Hardware Raid)
Cs complained that he only sees ONE drive but he has TWO. i explained him what RAID-1 is and that its mirrored and that this raid-level needs both HDs and he wont see the single drives but the container which includes both drives. Customer then said that he NEEDS the space of both drives. its NOT acceptable that he has only the half of the space he bought. too much datas.

so we had to configure both HDs as SINGLE HDs that he can use both of them.
therefor he needed to reinstall.

After that, customer asked me how to automate an copy-job from all datas from C: to D:
to my question what for ? he answered that he needs to replicate the datas from the first HD to the second due to redundancy. if one HD fails that he still has the second HD with the Datas.
i AGAIN explained what Raid-1 is and that it does EXACLTY THAT but with the advantage that the system isnt impected if one of the HDs fail and the rebuild would start too automatically if he replaces the disk.

CS then said that this is exaclty what he needs! and we configured the system back again to Raid-1. customer had to reinstall again.


and you wont guess it....
once the system was installed, Cs complained that he has now again only ONE disk and he cant replicate the datas to the second disk he bought.
so i needed to explain him again what happens if one HD fails. the datas are still on the second HD.
Customer interrupts, "NO. the datas are NOT on the second disk! there is only ONE disk shown in windows. there is no second disk that possibly COULD contain any datas"
so i AGAIN (4th time) explained how Raid-1 is set up and how it works. all datas will be written to BOTH HDs at the same time by the controller. he wont see that and the controller only reports ONE LOGICAL HARDDRIVE (the container) to the operating system (Windows) and windows doesnt see the DRIVES, windows only sees the Raid-1-Array which contains the datas on both disks.
unfortunately i had no answer for the customer as he wanted to verify that both HDs contain the datas.
But stop! there is an chance :)
shutdown server, remove ONE HD, boot server. Controller will complain that one disk is missing, but OS will boot.
shutdown server, reseat that HD and remove the other HD, boot system. controller will complain that one disk is missing but OS will boot.
Customer did that and was happy with it.
Reseated second HD in running system to start rebuild, rebuild started and progress could be seen in raid-management software.

Customer was happy that i've been so patient and i need a new desk and new keyboard.
Ever seen an Lion clawing his Work-Desk ? *grrrrrrrr*

*meditates* pain is not true. its all in your head. its just an imagination, an bad dream. *purrrrrrs*

[the-s-guy.livejournal.com]

Gah. Aren't these the punters who should get punted to some other 'deserving' company to deal with?

[the-s-guy.livejournal.com]

Ah, it wouldn't be the first time I've been written up for something. You know one of our weaknesses is that people are effectively unfireable :)

[lions-tambua.livejournal.com]

well... its my job to support EVERYONE who has bought one of our systems.
even if they are DAAs (dumbest assumeable administrator)
but... YES. agreed.. they SHOULD be moved to someone else *shrugs*
but my LOG to that was great *G*
looks like what i've written above ;)

[jecook]

So would mine. I'm finding that his sense of humor is worse them mine in terms of obscurity and general warped-ness.

[infy.livejournal.com]

I try to think of the firing as an almost definite 26 or so weeks of mostly paid vacation, and that perks me up.

But if I were to throw a ticket in like that? Instant writeup. See, the integrated the Remedy Online Services piece in and are allowing the customers to look up previous tickets with full access to the diary. Honesty and clarity in tickets now? Not a chance in hell.

[tecie.livejournal.com]

I've heard horror stories about Remedy... I'm trying to avoid using or supporting it for as long as possible.
The worst part is when bosses get pissed off that there isn't 100% transparency when you're working somehting like a network outage across 5 or 6 tickets. um.. that's why I referenced all those of those other ticket #'s, so there isnt a novel worth of utterly unrelated data in every ticket.

2 for 2 buddy

[ace-brickman.livejournal.com]

I hope you don't mind. You just seem to have a poetic genius when you rant ;)

[infy.livejournal.com]

I preferred Expert Advisor back when it was owned by Tivoli and not by Remedy, but the only other ticket system I've used other than those two was this ghastly Access database that was rife with typos and broken features.

Re: 2 for 2 buddy

[the-s-guy.livejournal.com]

Nah, go for it - I'm not so old that I can't still get a little thrill from waking up to a little egoboo in the morning.