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

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TragicMonkey said:
Dear User: no, we can't "just copy" an existing piece of software and change one thing so it serves a completely different purpose for a different audience. I spent two years making it customized to the highly peculiar requirements of one particular purpose and one particular audience. I realize you're a) cheap and b) very stupid but no, this is not going to happen. What you are asking is the equivalent of getting a dental crown placement, the same in every respect as a normal dental crown placement, except instead of putting it on a tooth you want it to go on an eyeball and fix their vision.
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Of course you can. It's just 1s and 0s, just move them around a bit. How hard can that be?
 
Dear User: do NOT ask me for X during a meeting for which I have already supplied X. It only causes you to look foolish and me to get angry. You didn't remember you had already asked for X seven days ago, you didn't register that you had received X six days ago, and you apparently didn't notice that X was open and being viewed by twenty people, including yourself, at that very moment. In conclusion: I'm going to scoop your eyeballs out, sprinkle them with garlic salt, then stuff them into the wrong sockets.

Yours in professionalism,
TragicMonkey
 
Norman Alexander said:
Oooo, share!
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It's actually a bit complicated, which is why I didn't. In a nutshell, the IT system for one of our two largest departments is being reorganised, with new role groups and organisational codes. As a result, we can't process New Starter Requests (NSRs) during the transitional period as there will be two different role groups for each section in the org chart and reconciling them all after the fact would be a nightmare.

So the PTB decided to restrict access to the NSR form on our portal. Basically, shut the form down. Without telling anyone first that this was what they were going to do.

No table was flipped at this time. But it gets better.

Since our two largest departments were, until the most recent MOG, one big superdepartment, the two are still linked in a lot of ways. Including using the same NSR form. So when we shut it down for department 1, we were also shutting it down for department 2, even though there was no corresponding reorganisation to justify it.

That's when our EL1 flipped the table.
 
arthwollipot said:
It's actually a bit complicated, which is why I didn't. In a nutshell, the IT system for one of our two largest departments is being reorganised, with new role groups and organisational codes. As a result, we can't process New Starter Requests (NSRs) during the transitional period as there will be two different role groups for each section in the org chart and reconciling them all after the fact would be a nightmare.

So the PTB decided to restrict access to the NSR form on our portal. Basically, shut the form down. Without telling anyone first that this was what they were going to do.

No table was flipped at this time. But it gets better.

Since our two largest departments were, until the most recent MOG, one big superdepartment, the two are still linked in a lot of ways. Including using the same NSR form. So when we shut it down for department 1, we were also shutting it down for department 2, even though there was no corresponding reorganisation to justify it.

That's when our EL1 flipped the table.
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More from the Didn't-Really-Think-That-Through Department.

Would love to see the gif. :)
 
It was this one. Teams sources gifs from giphy.com.

giphy.gif


We just had a pretty vociferous complaint from someone who wasn't able to submit a NSR form for someone who had started employment two weeks ago.

Sorry buddy, that one's on you.
 
arthwollipot said:
It was this one. Teams sources gifs from giphy.com.

[qimg]https://media.giphy.com/media/6lScd4x2D5Oko/giphy.gif[/qimg]

We just had a pretty vociferous complaint from someone who wasn't able to submit a NSR form for someone who had started employment two weeks ago.

Sorry buddy, that one's on you.
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That's a good flip, one good tug, no hesitation, plenty of drama. A solid B/B+ performance.
 
"There shouldn't be a noticeable performance impact". Sweetie, darling, honey, baby, walrus: when a query that normally takes 42 seconds takes 14 minutes I'd say that's a pretty noticeable performance impact. If you need a practical demonstration to understand why 14 minutes is longer than 42 seconds try holding your breath for both lengths of time. I can assist with plastic wrap if you're having trouble performing this demonstration.
 
TragicMonkey said:
"There shouldn't be a noticeable performance impact". Sweetie, darling, honey, baby, walrus: when a query that normally takes 42 seconds takes 14 minutes I'd say that's a pretty noticeable performance impact. If you need a practical demonstration to understand why 14 minutes is longer than 42 seconds try holding your breath for both lengths of time. I can assist with plastic wrap if you're having trouble performing this demonstration.
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And to think some say you aren't a team player, you are always willing to help your colleagues.
 
Um, okay, so a weird thing just happened. How can I explain this?

When we were one big superdepartment, we operated under an Enterprise Agreement for that department. When we split off, we ended up with something called a Determination, which is a temporary agreement until a new agreement could be drawn up. We've been under this agreement since June of last year.

Apparently in this Determination we can only post working hours of 6am to 6pm. Our Service Desk operates, and has always operated, from 7am to 7pm. This means that any work after 6pm is classified as overtime.

I have worked until 6:30pm or 7pm literally every week in that time.

The upshot? I may be owed a crapton of overtime. We don't quite know yet, but at this point it seems likely.

My response:

:confused: :eye-poppi :thumbsup::D
 
arthwollipot said:
Um, okay, so a weird thing just happened. How can I explain this?

When we were one big superdepartment, we operated under an Enterprise Agreement for that department. When we split off, we ended up with something called a Determination, which is a temporary agreement until a new agreement could be drawn up. We've been under this agreement since June of last year.

Apparently in this Determination we can only post working hours of 6am to 6pm. Our Service Desk operates, and has always operated, from 7am to 7pm. This means that any work after 6pm is classified as overtime.

I have worked until 6:30pm or 7pm literally every week in that time.

The upshot? I may be owed a crapton of overtime. We don't quite know yet, but at this point it seems likely.

My response:

:confused: :eye-poppi :thumbsup::D
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It's taken them only a year to figure this out? Like lightning!
 
arthwollipot said:
Um, okay, so a weird thing just happened. How can I explain this?

When we were one big superdepartment, we operated under an Enterprise Agreement for that department. When we split off, we ended up with something called a Determination, which is a temporary agreement until a new agreement could be drawn up. We've been under this agreement since June of last year.

Apparently in this Determination we can only post working hours of 6am to 6pm. Our Service Desk operates, and has always operated, from 7am to 7pm. This means that any work after 6pm is classified as overtime.

I have worked until 6:30pm or 7pm literally every week in that time.

The upshot? I may be owed a crapton of overtime. We don't quite know yet, but at this point it seems likely.

My response:

:confused: :eye-poppi :thumbsup::D
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Um, doesn't that mean you've been late an hour every day for a year? Cancelling out the "extra" time at the end of the day? Isn't overtime determined by total hours worked, not the particular span of when they occur?
 
TragicMonkey said:
Um, doesn't that mean you've been late an hour every day for a year? Cancelling out the "extra" time at the end of the day? Isn't overtime determined by total hours worked, not the particular span of when they occur?
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I doubt that arth is working 12 hour days.
 
TragicMonkey said:
Um, doesn't that mean you've been late an hour every day for a year? Cancelling out the "extra" time at the end of the day? Isn't overtime determined by total hours worked, not the particular span of when they occur?
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The Enterprise Agreement, and the interim Determination, specify what hours departmental staff are permitted to work. It's a 12-hour span, during which staff are required to work 7:30 per day. Most public servants are on Flex time, which means that they can choose when their 7:30 occurs, but only within that 6am to 6pm weekday span. Hours worked outside that time are classified as overtime. Because the Service Desk has a roster, management tells us when our 7:30 is going to be each week. I'm lucky enough that my management has been flexible enough to permit me to do late shifts on an unofficially permanent basis because as I said, I like it and everybody else hates it.

So the 6am - 6pm span in the Determination collides with the 7am - 7pm span in our Service Level Agreement. And apparently nobody noticed that until now. Bureaucracy moves slow.
 
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