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Dear Users… (A thread for Sysadmin, Technical Support, and Help Desk people) Part 10

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TragicMonkey said:
Back in my days of support, in that situation I'd wait ten minutes then email them back with some question about their issue, note in the ticket that the customer couldn't be reached to provide this vital information necessary to proceed, and change the ticket status to "pending customer response".
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Just make sure it is a question that hasn't already been answered or the information already provided. The last IT person who tried such a delaying tactic, a few times, on an issue I had would always reference information already provided. So I'd chat back with something like "Information already provided" and screen captures of the chat message with the information, "Only issue still pending on ticket XYQZ is IT support action."
 
JoeMorgue said:
Yeah but like I keep saying covering your ass is

A) Not a free action and takes time and I can't put "covering my ass" on my timesheet.
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I've always considered it just part of normal documentation and communication. So if I've got to CMA on project !@#%^&* the time is just part of the normal project elements, development, documentation and communication. Heck, just filling out a time sheet can be time consuming so even that is folded into the project it is referencing.
 
The Man said:
Just make sure it is a question that hasn't already been answered or the information already provided.
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Amongst the host of my many powers is the ability to ask questions nobody's ever asked before. I mean ever, in human history. Usually questions nobody would ever want to ask, and if they did, they certainly wouldn't want to know the answer to. Nevertheless it is a power and as such I employ it!
 
Donal said:
Putting in a ticket at 4:30 on a Friday of a holiday weekend and then clocking out puts you on our **** list. Personally, I think those should be withdrawn, but lucky for you my name isn't on the letterhead.
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Are these some sort of "has to be done now" tickets?

I put in lots of tickets then because I find it as I'm trying to get out the door, but there's no expectation that folks are going to work on it during off-hours.
 
The Man said:
Break a leg.

Any chance that it will become more than just an act?
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The position will be advertised sometime in July or August, but I don't think I'll get it. There are at least two other people who have already shown that they can do the job well who are also likely to be applying.

Of course I'll apply. But I don't expect to get it this time.
 
arthwollipot said:
The position will be advertised sometime in July or August, but I don't think I'll get it. There are at least two other people who have already shown that they can do the job well who are also likely to be applying.

Of course I'll apply. But I don't expect to get it this time.
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Eh, worth a shot, act better than them. Least you're in it next week, not them, yet.

ETA: Heck, at least you gain experience and some reputation in the position. As they apparently have, for the next opening. Maybe see if it is something you actually want. Turned down a possible promotion to site engineer because I knew it was nothing I wanted and promised the one who took the position, I'd help them as much as I could. 20 years of experience at the site come this June. After 20 years of shift work, 12 hrs, 3 days on 4 off 4 on 3 off, I just can’t go back to working five days a week. I need the time off to do work around the house and take Moebob to her appointments.
 
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arthwollipot said:
The position will be advertised sometime in July or August, but I don't think I'll get it. There are at least two other people who have already shown that they can do the job well who are also likely to be applying.

Of course I'll apply. But I don't expect to get it this time.
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Certainly there must be some underhanded way to sabotage their selection.

Check with TM. He has a natural talent for that sort of thing.
 
Possibly some advice I got when I joined the civil service might apply. I was told to apply for every position I was at least minimally qualified for because, maybe no one else would.

(Disclaimer: I don't remember it ever working for me.)
 
I'm sorry that I just have the kind of brain that DOESN'T clarify "Just so we're sure, you DON'T want this done the stupidest, most illogical, and most over complicated way?" to everything.

I got request in to setup a workstation. Fine. When I get the the desk sitting in the middle of the room. The request said the desk was going to go up against the wall. So I moved the desk against the wall where it said so it in the ticket, and sat up the workstation.

Well apparently that isn't what I was supposed to do. The user wanted me to set up the workstation on the desk in the middle of the room and the desk was going to be moved later which makes no sense since A) I can't do that since none of the power or data lines would reach and B) that's guaranteed to break something.

But apparently I should have "clarified." Sure, next time I'll make sure to ask "Oh and just so there's not confusion, you don't want your monitors mounted under your desk and the workstation mounted in the bathroom down the hall?"
 
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