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I love these tickets, really - Paint It Black
Living the American dream one heartbreaking piece at a time
feren
feren
I love these tickets, really
Got a ticket in my helpdesk queue from 6/11 that I just got around to looking at today. The summary was chosen from a pull-down menu of available options, and is fairly succinct: Network - VPN Connectivity Problem. I think to myself, Okay, so it's some sort of problem. Let's see what their issue is! I open the detail description pane in Remedy and what do I see? Having a problem connecting through the VPN.

Really? That's all? That's it? No information about what you're doing, what the error code is, how I can recreate this problem?

Dear $EMPLOYER helpdesk: I hate how you allow users to "self service" and submit a ticket on their own, because there's no way this should have made it to the Engineering support tier with a description that uselessly vague and open.

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Current Location: Tower o' Fun
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Comments
wolfbrotherjoe From: wolfbrotherjoe Date: June 16th, 2009 07:57 pm (UTC) (Link)
Wow, amazing.

Doesn't even let you know the extent of the problem. Is it intermittent? Are they logging in and then getting booted? Can they not even reach the VPN? Can they get to VPN but can't log into their computer from there? is it just running really really slowly? What is the problem?
feren From: feren Date: June 16th, 2009 08:14 pm (UTC) (Link)
Ding ding ding, got it in one.

This is why we have helpdesk techs, to pull this information out of the users so that high-paid engineers like myself don't spend hours having to do it. Our director has repeatedly told us "I pay you too much to be working at that low a level."
frostyw From: frostyw Date: June 17th, 2009 03:59 am (UTC) (Link)
Send it back.
feren From: feren Date: June 17th, 2009 09:20 pm (UTC) (Link)
Cannot unsee.
wolfbrotherjoe From: wolfbrotherjoe Date: June 17th, 2009 02:55 pm (UTC) (Link)
At least your director recognizes that.
points From: points Date: June 16th, 2009 08:50 pm (UTC) (Link)
Well, they couldn't figure out the problem from the ticket, so escalated to you so you could tell them what the problem is. :)
prophetx From: prophetx Date: June 16th, 2009 11:55 pm (UTC) (Link)
heheheh oh how I dont miss those days.

THE INTERNET IS DOWN..........really the whole thing is, I swear...
feren From: feren Date: June 17th, 2009 09:26 pm (UTC) (Link)
Rolando wants me to check the switch in Long Island.
blueadept From: blueadept Date: June 17th, 2009 02:36 am (UTC) (Link)
TechOps always escalates stuff that's this vague to us.

I'm one of the few assholes that'll send it right back to them and tell them to get the customer to clarify. :P
feren From: feren Date: June 17th, 2009 03:03 am (UTC) (Link)
If I ever ever submit a ticket like this to you, sign into our OOBs and shut down every single unit because clearly I'm too stupid to run a network anymore.
titanic From: titanic Date: June 17th, 2009 04:39 am (UTC) (Link)

My equivalent would be:

"My cat is behaving strangely"

Or at the office supply store job I still have (due to the economy)
"I need a thing for my computer" That one may cross onto your turf a bit.
urocyon From: urocyon Date: June 17th, 2009 03:58 pm (UTC) (Link)

Re: My equivalent would be:

feren From: feren Date: June 17th, 2009 09:21 pm (UTC) (Link)

Re: My equivalent would be:

I "ain't done right" in over a decade.
feren From: feren Date: June 17th, 2009 09:24 pm (UTC) (Link)

Re: My equivalent would be:

Listening to roho tell some of the stories from when he was a vet tech, I have no trouble believing this vague idiocy almost-symptom surmounts career borders as you describe.

Some people should be licensed to have kids, and some should be licensed to have pets.
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