I didn't log a ticket, FIX IT!

[mattm04]

For some reason one of our users had a issues accessing one of our network based applications. This occurred on Monday. On Tuesday, they tried again, still didn't work. Same thing Wed then Thursday. Finally on Friday they told someone about it, however no where in the conversation did they decide to let IT know.

The next Tuesday i run into the person said user told.

P: Hey. What going on with <application> <user> uses for <daily tasks>.
Me: I don't know what the problem?
P: Well since last Monday they haven't been able to access it, and have over a weeks worth of data to add and reports to run.
Me: Let me check.

I go over to the nearest PC, log in and pull up our help desk software. No tickets. Just to be sure I call a CW who normally supports this app and several others, they are not aware of any issue. Hmmmm.

Me: I called <CW> and check the tickers, we haven't had any issue reported.
P: Well, this is causing massive problems for them. They haven't been able to do their job for a week!
Me: Well, tell them that they need to log a ticket or call <CW> to do it for them so we can research it and get it fixed. Once they do that it normally takes less than a day to fix it.
P: why why have you fixed it yet. It's been a week.
Me: Well, no other users have reported this issue and it sound like a client error, which means we won't know it not working.
P: Well, this is toooooo much work for user to do. Can you just check their PC daily.
Me: No. Tell them if they have problem to call the HD or email us when it occurs, not a week later.
P: Fine.

How hard is it to log a ticket? Send a email to <address> or call XXXX. Really users. Really?

[Sheldonrs]

Maybe if you install Kreskin 2.0 so you'll know about these problems before they happen.

[technical.angel]

We techies are just too scary for "normal" people to deal with. Happens with me, too.

[bsaana]

I've told some of the people I support that if they don't call the problem in, it didn't happen. If as they claim it happens daily, we have no record of it and can't track or troubleshoot it as they didn't call it in. I love getting those type of calls.

[Captain Trips]

Our ticket tracker system is like the Jedi Temple's Library -- "If it isn't in here, it does not exist."

[Bandit]

P: Well, this is toooooo much work for user to do.

How hard is it to log a ticket? Send a email to <address> or call XXXX. Really users. Really?

QFT. It's easier for a (l)user to bitch and whine that they have had an "Ultimate Urgent Mega-Priorty" problem for weeks/months than to actually tell someone who can fix the problem.

In my case, 95% of the time, the "urgent" problem is that the (l)user forgot their password after a vacation.

Usually at 2am on the Sunday before they would be back at work.

I need another drink.

B

[Ironclad Alibi]

The way it is, the (l)user can't do any work because of the problem. If they called it in, it would get fixed, and they would have to start working again.

[houdini]

P: Well, this is toooooo much work for user to do. Can you just check their PC daily.

Of course we can check your computer daily for a problem we didn't know you had - we have nothing better to do. The moment you even thought the slightest hint of an unhappy thought about your computer, we jumped up from our mind-numbingly bored existance and found a solution!

While we're at it, most beloved and intelligent of computer users, think how much easier it would be if we'd found that issue before you had it? The best minds in IT have been working on this very problem, and have decided that the solution to that is for us to check everyone's computers daily! Don't worry that we have several hundred staff, and most of them have a computer and a laptop and maybe another personal computer that we could check at the same time... IT are wonderful, and have special magical ways that they can check all of these things. And because IT are so wonderful, as well as fixing that really important issue that you didn't tell us about, we could also fix that *insert random non-specific problem here*. Without you even telling us anything about it!

Why, of course we can. All IT workers are all super psychic genius time-travellers, and the entire IT department in your company exists just to serve YOU!

Sorry, I am in a sarcastic mood tonight. Possibly too much exposure to our delightful computer moro*ahem* users.

[mattm04]

Problem: you.

Well I got a email from said (l)user about the issues they have been having and their "solution." Let me summarize their email and what I told them.

Problem: User complains about not begin able to access said system a few weeks ago.
User Solution: Check PC daily, tell them if we do anything to any PC.
Solution: Actually read your email and see the message we sent to ALL users of system about this planed outage a week prior and plan you work around it.

Problem: User complains about not begin able to access said system or other problems.
User Solution: Check PC daily, tell them if we do anything to any PC.
Solution: If we don't say it would be taken off line, and you cant's access it. Tell us. We will gladly fix it.

[Eric the Grey]

The way it is, the (l)user can't do any work because of the problem. If they called it in, it would get fixed, and they would have to start working again.

This is believe is the more reasonable explanation. People are lazy, and if they can spend more time surfing the web because they cannot do their work, the better.

I can't begin to tell you how many calls I got at from the night shift about something being down at a plant and it had been down all day. Did the day crew call it in while people who fix such problems are at their desks, NO, they call in the middle of the night when we have to wake them up.


Eric the Grey

[Talon]

The way it is, the (l)user can't do any work because of the problem. If they called it in, it would get fixed, and they would have to start working again.

Exactly, someone was having a vacation at company expense.
I don't suppose you've got it in writing that the (l)user was whining about being unable to work for a week? I'm sure their supervisor would love to know what they've been up to in the meantime

[mattm04]

Exactly, someone was having a vacation at company expense.
I don't suppose you've got it in writing that the (l)user was whining about being unable to work for a week? I'm sure their supervisor would love to know what they've been up to in the meantime

Sadly, their sup was the one they whined to originally who then whined to me.

[protege]

QFT. It's easier for a (l)user to bitch and whine that they have had an "Ultimate Urgent Mega-Priorty" problem for weeks/months than to actually tell someone who can fix the problem.

I run into that constantly. I actually ask the person "Let me get this straight; you've known about this problem for a week, and you're just telling me now?" Of course, the reply is then a massive complaint about how I don't know what I'm doing, since it "took too long to fix the problem" Sorry asshole, but if nobody tells me about the problem, I don't know it exists!

[technical.angel]

At least when my (l)users pull this, they say they just didn't want to bother me during {insert something here, like back to school, finals week, full moon, Monday....}.

[Hyndis]

I get this all time.

Your computer broke? Fine, I'll fix it, no problem.

Your computer broke in July? You need it up and running by tomorrow? You're just telling me this today?




Good luck with that!