I'm so blogging this.
Jul. 21st, 2006 11:20 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
aylinn.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryOkay.
One of the reasons my position exists is to act as a filter of tickets from the helpdesk.
IOW, I go through the tickets, get more info on them and then either solve them myself or pass them on to the techs.
here's the summary line of one I just got:
can not save anything to his C or DVD drives
The HD's worklog states that:
Client stated that he is new employee and that he does not have adminstrative rights on the PC he was given. Therefore he is not allowed to save anything to the C drive or to the DVD drive.
right.
Apparently no. the helpdesk did NOT test this. why?
1) user has a CD-RW drive. NOT a DVD drive. (minor nitpick I know, but...)
2) user was trying to save DIRECTLY to cd from Excel.
(You can't do this unless you have a cd-rw in the drive AND have specifically told Windows to open it as a RW drive BEFORE going into Excel.)
3) user was then trying to save to "c:" aka C:\ instead of the cd drive.
(you can't do this on our systems if you aren't a power user. for somewhat obvious reasons. No, the user is not a power user.)
4) Why would we give a user a pc he can't save ANYTHING to?
because they did not check the above basic info - I, rather than the HD tech, had to explain to the user:
1) that he should save files to "My Documents" rather than "c:"
(how he missed this when Excel BY DEFAULT brings up "My Documents", I've no idea...) Guess what? IT SAVED!
2) then send the file to the CD to be written
(right click on file name, select "send to", then select "CD") HEY! it did that too!
3) bring up my computer, select cd drive
(HEY! it's there! you wrote it! No, actually it is not on your cd yet it's just in a temp directory... No, it's there - I clicked on it & brought it up!)
4) backtrack and explain about difference between temp cd & actual cd, also explain about cd-r and cd-rw.
5) go back to "d:" window, select "write files to cd" and then answer the wizard's questions.
Guess WHAT? It wrote the cd!
So there is actually nothing wrong with the user's machine! FURTHER, there is no need for us to make the user jump through the paperwork hoops to get approved for local admin rights on his machine.
#$(^%^#@#@) Helpdesk.
cross-posted to my lj
One of the reasons my position exists is to act as a filter of tickets from the helpdesk.
IOW, I go through the tickets, get more info on them and then either solve them myself or pass them on to the techs.
here's the summary line of one I just got:
can not save anything to his C or DVD drives
The HD's worklog states that:
Client stated that he is new employee and that he does not have adminstrative rights on the PC he was given. Therefore he is not allowed to save anything to the C drive or to the DVD drive.
right.
Apparently no. the helpdesk did NOT test this. why?
1) user has a CD-RW drive. NOT a DVD drive. (minor nitpick I know, but...)
2) user was trying to save DIRECTLY to cd from Excel.
(You can't do this unless you have a cd-rw in the drive AND have specifically told Windows to open it as a RW drive BEFORE going into Excel.)
3) user was then trying to save to "c:" aka C:\ instead of the cd drive.
(you can't do this on our systems if you aren't a power user. for somewhat obvious reasons. No, the user is not a power user.)
4) Why would we give a user a pc he can't save ANYTHING to?
because they did not check the above basic info - I, rather than the HD tech, had to explain to the user:
1) that he should save files to "My Documents" rather than "c:"
(how he missed this when Excel BY DEFAULT brings up "My Documents", I've no idea...) Guess what? IT SAVED!
2) then send the file to the CD to be written
(right click on file name, select "send to", then select "CD") HEY! it did that too!
3) bring up my computer, select cd drive
(HEY! it's there! you wrote it! No, actually it is not on your cd yet it's just in a temp directory... No, it's there - I clicked on it & brought it up!)
4) backtrack and explain about difference between temp cd & actual cd, also explain about cd-r and cd-rw.
5) go back to "d:" window, select "write files to cd" and then answer the wizard's questions.
Guess WHAT? It wrote the cd!
So there is actually nothing wrong with the user's machine! FURTHER, there is no need for us to make the user jump through the paperwork hoops to get approved for local admin rights on his machine.
#$(^%^#@#@) Helpdesk.
cross-posted to my lj
![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
no subject
Date: 2006-07-21 06:34 pm (UTC)no subject
Date: 2006-07-21 07:03 pm (UTC)Especially since it took longer for me to type up the LJ entry than it did to do the call.
no subject
Date: 2006-07-21 08:09 pm (UTC)I do first line support. Can you tell? :o)
Preach it brother!
Date: 2006-07-21 08:54 pm (UTC)Nope. couldn't tell. not at all. :p
Re: Preach it brother!
Date: 2006-07-21 09:05 pm (UTC)But my fellow tech should know that they must do things right and complete. If they do not complete a call in a manner that means I will not have to talk to the 5 year old again, I will be unhappy. SHould this happen more than once, my unhappilness will become apparent. Should it happen all the time I will make it my mission to make your life as much of a living hell that you will wish that I was treating you with the kid gloves that I put on for the users that know nothing. Your life will be forfeit and my rage, and the rage of my fellow techs who have to clean up your mess, will rain down upon yo and you will wish that you were in the deepest pits of hell rather than screw up again.
Eight plus years of this kinda thing. I've been first second and third and I've done admin. I loathe incompetence in my fellow tech. Today is friday so all the rage is released :o)
*steps to the chalk line and makes a toast*
To fridays and stupid users. For without them we'd all be without a job.
*drinks and tosses glass into fireplace*
Re: Preach it brother!
Date: 2006-07-21 09:25 pm (UTC)And to Bill Gates - love him or hate him, he keeps us employed!
*drinks and tosses glass into fireplace*
Re: Preach it brother!
Date: 2006-07-21 09:30 pm (UTC)Re: Preach it brother!
Date: 2006-07-21 10:00 pm (UTC)*G*