Problem with resolution teams...
Jun. 15th, 2006 09:26 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png)
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I'm a team lead in a call center, so while I don't usually take calls, I get all of the weird escalations and odd ball issues.
Yesterday afternoon, one of my phone agents brought me an interesting one.
He had been troubleshooting a young lady's computer over the phone and requested permission to remote into the system to make some repairs.
Our client uses Microsoft's Systems Management Software to allow remote access. When my agent looked up the provided computer name he found two with this same name. This is not supposed to be possible. The software should have rejected the later addition as a duplicate name on the network. The only way they got away with this is that they're on different subnets.
We can't fix it at the help desk level so I had him send a ticket up to the network admins have them change the name on one of the machines. We don't really care which.
The tech closed the ticket with the note, "Checked Active Directory, the name only appears once."
Why thank you, Sherlock, we were completely blinded to the obvious AD entry for the system, by the fact that SMS shows us two different IP addresses and two different MAC addresses...
I re-opened the ticket with a screenshot showing the identical computer names and different MAC and IP's, and sent it back. Let's see how long the moron crew takes to realize that the lowly level 1 agent was right and they need to do their job...
Yesterday afternoon, one of my phone agents brought me an interesting one.
He had been troubleshooting a young lady's computer over the phone and requested permission to remote into the system to make some repairs.
Our client uses Microsoft's Systems Management Software to allow remote access. When my agent looked up the provided computer name he found two with this same name. This is not supposed to be possible. The software should have rejected the later addition as a duplicate name on the network. The only way they got away with this is that they're on different subnets.
We can't fix it at the help desk level so I had him send a ticket up to the network admins have them change the name on one of the machines. We don't really care which.
The tech closed the ticket with the note, "Checked Active Directory, the name only appears once."
Why thank you, Sherlock, we were completely blinded to the obvious AD entry for the system, by the fact that SMS shows us two different IP addresses and two different MAC addresses...
I re-opened the ticket with a screenshot showing the identical computer names and different MAC and IP's, and sent it back. Let's see how long the moron crew takes to realize that the lowly level 1 agent was right and they need to do their job...
no subject
Date: 2006-06-15 02:36 pm (UTC)no subject
Date: 2006-06-15 02:55 pm (UTC)DK
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Date: 2006-06-15 03:11 pm (UTC)no subject
Date: 2006-06-15 03:24 pm (UTC)Oh, yeah - and they directly assign it without bothering to mention it to the person they assigned it to....
Gah.
Date: 2006-06-15 03:32 pm (UTC)I had a ticket one day couple weeks back where I couldn't get to one of our servers. After 2 hours I escalated it to the person I was supposed to, no response. After 2 more hours, I contact his boss and find out he's had a death in the family so isn't in and someone else will get right on it. 4 hours later (yes, after 8 hours, AFTER the work day is over), I get a note from someone saying "der, I don't see a problem..." What is this, the "if you wait long enough the problem will resolve itself" school of tech support?!? I felt like saying "if you'd looked when *I* was looking, you would've seen what was wrong. Thanks to you not looking, I lost a whole day of work, but you didn't have to fix anything, so you're fine with that."
no subject
Date: 2006-06-15 04:32 pm (UTC)