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Dear Users... (A thread for Sysadmin, Technical Support, and Help Desk people)

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JoeMorgue said:
Me: Types the same URL into the web browser a billion times over the course of literally years.
My Browser's autofill/suggestion bar: "Yeah I ain't remembering that."
Me: Accidently types the URL in wrong just ONCE.
My Browser's autofill/suggestion bar: (Every time I type the first letter of the URL until the end of time) "Oh you wanna go to Faceboot? Do you? You stupid idiot. Lookit Faceboot. Is that the website you want to go to you pathetic piece of crap?"
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*Plans to spend all available time today looking at Faceboot*
 
Okay, how about this one?

VIP-flagged user, going away on holiday tomorrow, needs to have InTune on her phone so that she can stay connected. InTune is the new suite of apps that allow staff to get work mail and calendar on their phone. It's in the process of being rolled out. Not all of the bugs have been squished yet.

Today, she received an email saying that she needs to update her iPhone to the latest version of iOS - 14.6 or InTune will stop working. The operating system will not update unless connected to a wifi network. iOS 14 has a known problem connecting to wifi networks. I've had this problem myself - I can't connect to either the work network or my home network, despite trying all the things that the Internet says to try. I've been blowing my data caps on the last three bills (don't worry, I can afford it).

So this VIP user, who is leaving for interstate first thing tomorrow morning, is going to lose access to all her email and calendar.

Yeah.
 
rdaneel said:
I saw this article today

Tuesday's Internet Outage Was Caused By One Customer Changing A Setting, Fastly Says

and the first thing I imagined is someone getting a trouble ticket somewhere that says "I changed this one setting and suddenly the internet went down".
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Many years ago I was demonstrating a bug in IIS to some colleagues. I found a website using the software (who shall remain nameless) and demonstrated how, if they product wasn't correctly updated, merely entering a certain variation of the URL would cause it to crash. "But of course", said I in my naivety, "everyone has patched this bug".
They hadn't, and I crashed the company's website.
 
arthwollipot said:
Okay, how about this one?

VIP-flagged user, going away on holiday tomorrow, needs to have InTune on her phone so that she can stay connected. InTune is the new suite of apps that allow staff to get work mail and calendar on their phone. It's in the process of being rolled out. Not all of the bugs have been squished yet.

Today, she received an email saying that she needs to update her iPhone to the latest version of iOS - 14.6 or InTune will stop working. The operating system will not update unless connected to a wifi network. iOS 14 has a known problem connecting to wifi networks. I've had this problem myself - I can't connect to either the work network or my home network, despite trying all the things that the Internet says to try. I've been blowing my data caps on the last three bills (don't worry, I can afford it).

So this VIP user, who is leaving for interstate first thing tomorrow morning, is going to lose access to all her email and calendar.

Yeah.
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Meh, an Apple user, I have no sympathy.
 
catsmate said:
Meh, an Apple user, I have no sympathy.
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As a long-time user of both Apple and Windows devices, one thing I will say about Apple products is that they are generally easy to use. People who do not have a lot of technical knowledge about computers or phones can use them without training. This is why they are popular.
 
arthwollipot said:
As a long-time user of both Apple and Windows devices, one thing I will say about Apple products is that they are generally easy to use. People who do not have a lot of technical knowledge about computers or phones can use them without training. This is why they are popular.
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Sorry arthwollipot but that is a big fat: :dl:
 
arthwollipot said:
Okay, how about this one?

VIP-flagged user, going away on holiday tomorrow, needs to have InTune on her phone so that she can stay connected. InTune is the new suite of apps that allow staff to get work mail and calendar on their phone. It's in the process of being rolled out. Not all of the bugs have been squished yet.

Today, she received an email saying that she needs to update her iPhone to the latest version of iOS - 14.6 or InTune will stop working. The operating system will not update unless connected to a wifi network. iOS 14 has a known problem connecting to wifi networks. I've had this problem myself - I can't connect to either the work network or my home network, despite trying all the things that the Internet says to try. I've been blowing my data caps on the last three bills (don't worry, I can afford it).

So this VIP user, who is leaving for interstate first thing tomorrow morning, is going to lose access to all her email and calendar.

Yeah.
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Tell them they're on holiday, that means they are not at work. :) That's certainly the definition I always used.
 
Ugh. People who start out "can't you just...?" No, I can't just. You want complicated data retrieved in a very complicated way. I can't just "pull everything" and have it make sense.

I'm having a fun morning trying to explain to a bunch of people that counting the number of things is different from counting the number of changes made to those things because many of things have had multiple changes. So if they want to count each thing only once they can't see all the changes. If they want to see every change, their totals will not add up to the number of things and they can't compare changed things to unchanged things because some of the changed things are double, triple, quadruple, etc counted.

There are people who when you point out they're trying to compare apples to oranges respond "let's divide by coconuts to get the percentage of oranges per pineapple!!! And can you get this done by end of business today?"

Can't they just...not?
 
"Hi I've picked the most cumbersome, inefficient, roundabout, unofficial way of doing things and for some reason it takes longer than everyone else who picks the way you're actually supposed to to do it. Can you fix this without changing how I do things?"

Person A loads documents into a medical records program by hitting the "Upload Document" button in the medical records program and uploading the document.

Person B prints out the documents to review them because "I can't review things on a screen, I'm just not used to it", then scans them back in with any notes/modifications/corrections made, then has to move them over from her scan folder to the proper document folder.

Her trouble call, stripped of all the language, really does boil down to being angry that other people are able to work faster than here and demanding some fix that will make her inefficient process as efficient as an efficient one.

ETA: And it's not even that, that's just one part of the problem. She is one of those workers who doesn't just do a task, she had a perform a complete little ritual around it, each part down super slowly and deliberately.
 
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JoeMorgue said:
"Hi I've picked the most cumbersome, inefficient, roundabout, unofficial way of doing things and for some reason it takes longer than everyone else who picks the way you're actually supposed to to do it. Can you fix this without changing how I do things?"

Person A loads documents into a medical records program by hitting the "Upload Document" button in the medical records program and uploading the document.

Person B prints out the documents to review them because "I can't review things on a screen, I'm just not used to it", then scans them back in with any notes/modifications/corrections made, then has to move them over from her scan folder to the proper document folder.

Her trouble call, stripped of all the language, really does boil down to being angry that other people are able to work faster than here and demanding some fix that will make her inefficient process as efficient as an efficient one.

ETA: And it's not even that, that's just one part of the problem. She is one of those workers who doesn't just do a task, she had a perform a complete little ritual around it, each part down super slowly and deliberately.
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I recommend replacing the faulty process. And the faulty user.
 
JoeMorgue said:
"Hi I've picked the most cumbersome, inefficient, roundabout, unofficial way of doing things and for some reason it takes longer than everyone else who picks the way you're actually supposed to to do it. Can you fix this without changing how I do things?"

Person A loads documents into a medical records program by hitting the "Upload Document" button in the medical records program and uploading the document.

Person B prints out the documents to review them because "I can't review things on a screen, I'm just not used to it", then scans them back in with any notes/modifications/corrections made, then has to move them over from her scan folder to the proper document folder.

Her trouble call, stripped of all the language, really does boil down to being angry that other people are able to work faster than here and demanding some fix that will make her inefficient process as efficient as an efficient one.

ETA: And it's not even that, that's just one part of the problem. She is one of those workers who doesn't just do a task, she had a perform a complete little ritual around it, each part down super slowly and deliberately.
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Where I work there is little tolerance for crap. We'd disable her access to the printer.
 
TragicMonkey said:
Where I work there is little tolerance for crap. We'd disable her access to the printer.
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I hoping (naively) that we're in the last generation where the "LOL I'm not a computer person, I got used to doing things before we had this new fangled computer things and it's not reasonable to expect me to re-learn my job because I'm a widdle ole' lady" lie, and I call it that because that's exactly what it is the woman is maybe 5, 10 at tops years older than me, will be tolerated.

It actually gets worse. She's already accusing, in that catty backhanded way, other member of her team of "rushing" through jobs because... well they do them more efficiently.
 
JoeMorgue said:
I hoping (naively) that we're in the last generation where the "LOL I'm not a computer person, I got used to doing things before we had this new fangled computer things and it's not reasonable to expect me to re-learn my job because I'm a widdle ole' lady" lie, and I call it that because that's exactly what it is the woman is maybe 5, 10 at tops years older than me, will be tolerated.

It actually gets worse. She's already accusing, in that catty backhanded way, other member of her team of "rushing" through jobs because... well they do them more efficiently.
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Sounds like the female equivalent of a guy's "Hey, you fellow worker better quit being so good because you're making me look bad."
 
alfaniner said:
Sounds like the female equivalent of a guy's "Hey, you fellow worker better quit being so good because you're making me look bad."
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Oh that's legit one of the reason this corporate climate is so bad. People who actually know how to use a computer efficiently generally don't last long because they don't look as busy.
 
So today I had to deal with the flipside of terrible callers. I've currently been loaned out to help the desk at a major governmental organization. Twice today I pick up calls from customer who've spoke to members of the permanent team, and they give me their ticket number and explain what they were told on the phone. So I look at the tickets and there's, nothing. Nothing about what they said to the customer, no action taken, just a ticket that's been sat in someone's queue for days waiting for, whatever.

This is why some people get so angry with tech support, they start expecting that if they raise incidents nothing get done.
 
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