[identity profile] zhent.livejournal.com posting in [community profile] techrecovery
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...

Date: 2006-06-15 02:36 pm (UTC)
From: [identity profile] omg-teh-funnay.livejournal.com
Hehe. I love it when that happens.

Date: 2006-06-15 02:55 pm (UTC)
From: [identity profile] devilkitty0.livejournal.com
Your systems people must have went to the same training that mine did. Send stuff back without reading all of it.

DK

Date: 2006-06-15 03:24 pm (UTC)
From: [identity profile] hisamishness.livejournal.com
...or putting a note in the ticket saying they need some small detail of information and kicking it back to us to make the call - as if that will get the ticket resolved faster?

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)
From: [identity profile] valancy17.livejournal.com
I get this all the time. And people wonder why the tickets I submit to them are written like I'm talking to a 5-year old. It's because if I don't tell them everything and include pictures, sometimes with labels and all kinds of other nonsense, they'll miss what they should be seeing and just throw it back to me.

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."

Date: 2006-06-15 04:32 pm (UTC)
jecook: (Default)
From: [personal profile] jecook
I'm finding out that our network guys have a similar issue with us as well. Fortunately, our boss is working on fixing that.

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