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

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arthwollipot said:
When I first started using remote control tools, we were specifically forbidden from doing this. The guidelines were very clear. We had to ask permission to initiate the remote control - we weren't allowed to say "this will pop up and ask you to confirm, please just press yes". We were to instruct the user that they must monitor what we did at all times - they weren't allowed to leave their desk for the duration of the control. And we were required to disconnect before ending the call and advise them that we were disconnecting.

It's a whole bunch less strict now, but I still balk at saying "just press yes".
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That is actually our rule too. But in fact our users are of the mind that they will busy themselves with something else while our techs try to unravel the mess they had made. They very quickly get bored watching the mouse pointer go round and arcane windows pop up and close, etc. They are hospital techs, not PC wizards. So whatever we do, they did not understand and could not care less. They just want it fixed pronto.
 
At one point I reinstalled Windows while working from home, so IT had to remotely install a piece of software on my home PC so I could work remotely. The copy I saved had become outdated. They started my browser to download the file to my PC but couldn't, until I briefly took control and disabled the NoScript addon in my browser.
 
I sat there for 10 minutes watching this lady ordering Universal Studio season passes in a web browser after putting in a ticket demanding I install some software for her "immediately."

It was not a case of "LOL I know better than IT."
 
11 months and they finally closed my ticket. To be honest, I was looking forward to a very sarcastic first birthday party
 
When I was a user and the support people remoted in, they ALWAYS had difficulty understanding the concept of "I mouse with the left hand, buttons are reversed." This, of course, was at Boeing, where they used tech support from the lowest outside bidder.
 
Trebuchet said:
When I was a user and the support people remoted in, they ALWAYS had difficulty understanding the concept of "I mouse with the left hand, buttons are reversed." This, of course, was at Boeing, where they used tech support from the lowest outside bidder.
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I'm ambimoustrous, so I'd always just swap mousing hands.

That is until I got an ergo mouse for WHS. They're pretty uncomfortable to use wrong-handed.
 
arthwollipot said:
I'm ambimoustrous, so I'd always just swap mousing hands.

That is until I got an ergo mouse for WHS. They're pretty uncomfortable to use wrong-handed.
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I've been using a trackball for about 2 decades now - it works as a great physical security device - tech support having to come to my desk always hated it.
 
Trebuchet said:
When I was a user and the support people remoted in, they ALWAYS had difficulty understanding the concept of "I mouse with the left hand, buttons are reversed." This, of course, was at Boeing, where they used tech support from the lowest outside bidder.
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I have three things that tended to screw up other people on my PC.
I have the taskbar at the side & hidden as it's less intrusive for me, my Caps Lock key is disabled in the registry and I use my own mouse that has it's sensitivity cranked up to moderate-high levels, which given how turgid most people have it normally comes as a surprise
 
Dearest, dearest User: the July data is found in the file named "July Data". The June data is in the file named "June Data". The August data (and this will amaze you) will be found in a file to be named "August Data". Do you detect a pattern here? Of course you do not, and of course you have to email me every month to ask which file contains which month's data. If I ever find a way to arrange an Excel file that kills the person who opens it I'll be sure to label it "November Data" and tell you it contains the May data you want.
 
TragicMonkey said:
Dearest, dearest User: the July data is found in the file named "July Data". The June data is in the file named "June Data". The August data (and this will amaze you) will be found in a file to be named "August Data". Do you detect a pattern here? Of course you do not, and of course you have to email me every month to ask which file contains which month's data. If I ever find a way to arrange an Excel file that kills the person who opens it I'll be sure to label it "November Data" and tell you it contains the May data you want.
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Next you're going to tell me the data files are in folders by years, so if I ever need to review the June 2019 data I have to find a folder named "2019" and look in it for the file "June Data.xls." Man, that's complicated! How do you ever expect me to figure that out?
 
I just wasted about ten minutes because someone filled out a template incorrectly.

I never cease to be amazed at the variety of ways in which people mess up this template. I'd love to have it converted to an online form, with validated inputs, but there's nothing to suggest that might happen any time soon, or at all.
 
arthwollipot said:
I just wasted about ten minutes because someone filled out a template incorrectly.

I never cease to be amazed at the variety of ways in which people mess up this template. I'd love to have it converted to an online form, with validated inputs, but there's nothing to suggest that might happen any time soon, or at all.
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Half seriously...

Tell them there is a payslip bonus if they get it right first time.
 
I’ve just had yet another conversation with the PA of my boss on the subject of a six-monthly report that I collate and publish. She wants a monthly copy of the report. I update it twice a year because that’s when the data are available. She wants a new copy every month even though nothing is changing. I’m asking for a business case to justify it. This will run and run.
 
malbui said:
I’ve just had yet another conversation with the PA of my boss on the subject of a six-monthly report that I collate and publish. She wants a monthly copy of the report. I update it twice a year because that’s when the data are available. She wants a new copy every month even though nothing is changing. I’m asking for a business case to justify it. This will run and run.
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Are you seated near a photocopier?
 
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