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Old 25th May 2020, 07:45 PM   #1961
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Problem solved!
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Old 25th May 2020, 08:07 PM   #1962
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Originally Posted by Modified View Post
I provide tech support mainly through email for a product that I develop. Here is the all too common scenario:

- User reports a problem.

I ask three simple questions, the answers to which will almost certainly identify the cause.

- Two days later, user answers question one only.

I repeat questions two and three.

- One week later, user answers question two only.

I repeat question three.

- User is never heard from again.
That's sort of how I handle tech questions from my sister. Instead of replying immediately with all sorts of triage questions, I just wait a few hours and she has somehow resolved it by then.


Originally Posted by Wudang View Post
Yeah, it's in the custom install options. This is a 3rd party vendor option, opinion is divided.
https://i2-prod.dublinlive.ie/incomi...-sharpener.jpg
That's a great word, but I don't think I can submit it to the "new and obscure words" thread because it's a foreign word.
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Old 25th May 2020, 08:13 PM   #1963
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Originally Posted by Modified View Post
I provide tech support mainly through email for a product that I develop. Here is the all too common scenario:

- User reports a problem.

I ask three simple questions, the answers to which will almost certainly identify the cause.

- Two days later, user answers question one only.

I repeat questions two and three.

- One week later, user answers question two only.

I repeat question three.

- User is never heard from again.

The pressure sounds monstrous.
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Old 25th May 2020, 09:52 PM   #1964
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Originally Posted by quadraginta View Post
The pressure sounds monstrous.
Sure. Sometimes I do want to know the answer though, as it may affect others.

The main thing is that it is weird. I suspect that most of the people fully answering are sitting at a computer, and most of those not doing so are using a phone.
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Old 26th May 2020, 10:16 AM   #1965
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Well, today I had to call my company's general Help Desk. My phone's software forced me to upgrade it this weekend, and as a result one layer of the required security app stopped working so now I can't get work email on my phone. So I called the Help Desk, who are not qualified or expected to help with that but are supposed to transfer callers to the people who can. Apparently the problem sounded just too horrible to contemplate, because the guy simply hung up on me when I explained the problem. I guess I'll try another day. I don't even want work email on my phone, but the company pays me an extra $40 a month if I do have it there.
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Old 26th May 2020, 10:28 PM   #1966
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Heh. There are a bunch of reasons that I've hung up on someone, but none of them were deliberate. The latest was when I was explaining to someone how to turn off the wifi on their laptop and reconnect, so of course I was following along as I was explaining it...
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Old 27th May 2020, 12:33 AM   #1967
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Originally Posted by arthwollipot View Post
Heh. There are a bunch of reasons that I've hung up on someone, but none of them were deliberate. The latest was when I was explaining to someone how to turn off the wifi on their laptop and reconnect, so of course I was following along as I was explaining it...
Change to VOI internal telephone system, company network goes down, no one can contact the IT department, yes it actually happened in a company with over 20,000 staff. Who would have thought eh?
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Old 27th May 2020, 12:44 AM   #1968
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Originally Posted by Darat View Post
Change to VOI internal telephone system, company network goes down, no one can contact the IT department, yes it actually happened in a company with over 20,000 staff. Who would have thought eh?
Yep, I've lived through one of those too. We're entirely VOIP, and when working from home using Direct Access. I drop off the corporate network fairly regularly, the last time about five minutes ago - though I don't think it's happened while I was actually on a call.
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Old 27th May 2020, 09:37 AM   #1969
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Originally Posted by TragicMonkey View Post
Well, today I had to call my company's general Help Desk. My phone's software forced me to upgrade it this weekend, and as a result one layer of the required security app stopped working so now I can't get work email on my phone. So I called the Help Desk, who are not qualified or expected to help with that but are supposed to transfer callers to the people who can. Apparently the problem sounded just too horrible to contemplate, because the guy simply hung up on me when I explained the problem. I guess I'll try another day. I don't even want work email on my phone, but the company pays me an extra $40 a month if I do have it there.
I had that happen when I had a call scheduled for before work hours on a Monday, except it wasn't a forced update. The other attorney on the call didn't update their phone because it was a known issue with their security system that updates caused it to trip until IT figured out a solution in a day or two. Being new to the system, I updated the app as I went to bed and woke up to take a call that I couldn't get into because all of the call info was in my inaccessible email. I drove to the office and got there for just enough of the call to hear the other attorney throwing me under the bus. My "thanks" was met with silence. We never really got along after that.
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Old 28th May 2020, 06:23 AM   #1970
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I'm really tired of having to explain to people that no, I can't get data out of a database if nobody put that data into the database to begin with. "But but but they need those codes!!!" Okay, then, put those codes in there. Or maybe if you pray hard enough God will do it for you, then I can return the results on the query. "Dear God, please enter the taxonomy codes for a hundred thousand providers, including ones not even with our company, by tomorrow. Thanks! Also update some LOINCs we're missing."
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Old 28th May 2020, 07:54 AM   #1971
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Ah yes the "My job is very, very important...but only in the context of it means other people should stop on a dime to pull miracles out of their asses to support it / make it easier, never in the sense that I should have to work hard at it" mentality. I know it well,
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Old 28th May 2020, 12:53 PM   #1972
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Originally Posted by arthwollipot View Post
Good news. I actually got the opportunity to do some one-on-one training for this guy tonight.
Did you need the roll of carpet?
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Old 28th May 2020, 10:16 PM   #1973
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Originally Posted by catsmate View Post
Did you need the roll of carpet?
No, but he had some surprising gaps in his knowledge.

And after months of not even thinking about it, I had to tell two T1s today how to use Powershell to publish an App-V app.
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Old 29th May 2020, 01:27 AM   #1974
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Being asked about the specifics of a fix for a problem I was called out for. No, I was the mug trying to apply sicking plasters to the problem all around midnight, it was your guys who caused the problem and "fixed" it
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Old 2nd June 2020, 08:13 PM   #1975
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Anyone else her had to manage VoIP using Cisco Unity?



Everyone here agrees that VoIP tasks are the worst.
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Old 2nd June 2020, 09:43 PM   #1976
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I think CNN is using Cisco Webex for almost all their remote interviews (because the marquee says so) and it looks like a POS. Massive pixellation, constant loss of signal -- they must have signed a low-bid contract or something.
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Old Yesterday, 09:35 AM   #1977
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Originally Posted by arthwollipot View Post
Anyone else her had to manage VoIP using Cisco Unity?
The banes of my existence, in rough order:

1. Windows Distributed File Systems
2. Bitlocker
3. Cisco Unity
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Old Yesterday, 02:16 PM   #1978
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Originally Posted by JoeMorgue View Post
The banes of my existence, in rough order:

1. Windows Distributed File Systems
2. Bitlocker
3. Cisco Unity
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Old Yesterday, 04:07 PM   #1979
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Originally Posted by JoeMorgue View Post
The banes of my existence, in rough order:

1. Windows Distributed File Systems
2. Bitlocker
3. Cisco Unity
I... can't really disagree with that list.

For those not in the know, Cisco Unity is one of the worst pieces of software ever to drive a technician to insanity. The process of allocating Lines and Speed Dials is an eldritch nightmare requiring equal parts complex analytical problem solving and repetitive copy-pasting.

I believe my older brother still works for Cisco. I'm going to rag on him so hard next time I see him.
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Old Yesterday, 07:09 PM   #1980
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Originally Posted by JoeMorgue View Post
The banes of my existence, in rough order:

1. Windows Distributed File Systems
2. Bitlocker
3. Cisco Unity
I notice the first two are Microsoft products. However that may say more to the ubiquity of Windows in the business environments than the quality of the software itself.

From what I've seen of Bitlocker, mostly from people posting comments about it, it's actually well designed and fit for its purpose, namely providing a solid encryption environment for Windows. Please feel free to correct me on this!
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Old Yesterday, 08:25 PM   #1981
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Originally Posted by Blue Mountain View Post
I notice the first two are Microsoft products. However that may say more to the ubiquity of Windows in the business environments than the quality of the software itself.

From what I've seen of Bitlocker, mostly from people posting comments about it, it's actually well designed and fit for its purpose, namely providing a solid encryption environment for Windows. Please feel free to correct me on this!
That's the intent, yes. But problems occur when the software incorrectly identifies an activity as a potential hacking attempt and locks the computer down. And then they have to call us. We generate an unlock code which is a 48-digit number that we have to read out over the phone, and they have to enter correctly.

This happens on a regular basis. There are times when we've pushed out software updates, and Bitlocker freaks out, resulting in a ton of calls to the Service Desk. At those times it gets quite surreal, with many operators constantly and simultaneously droning out random sequences of numbers.
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