A user had a problem accessing a website their department uses. They send a help desk ticket saying "When I try to access <website> i get a error." at 9:05 AM All the information I need.
I send a email back asking for more info. After several emails I get the error message and do some research. It's a very simple fix, force the browser to accept cookies from a URL. Change a setting in the web browser preferences. I tell the user how to access the prefs and tell them to click <tab> and click "Exceptions" and type in said URL. Close window. Done at 10 AM. Simple right? No.
The Next day at 4:45 PM
I get a email from said user, who has now discovered how to format emails. They used 48 pt bold font in all caps. "YOU PEOPLE ARE A JOKE! I SENT YOU A HELP REQUEST! ALL YOU PEOPLE DID WAS TELL ME TO CLICK A BUTTON AND TYPE SOMETHING LIKE IT SOME MAGIC FIX! IT'S NOT FIXED! WHY DID YOU GERT SO LAZY AND TELL ME TO CLICK A BUTTON! GET ME A SOLUTION NOW! A ACTUAL SOLUTION BY 4:50 TODAY!"
I replied back, "Did you click the Exceptions button and type in the URL? If not it won't work. That is the solution."
Same day 4:51 PM
User responds, again 48 pt font bold all caps "I WILL NOT CLICK IT! FIX IT! I HAVE ALREADY EMAILED YOU BOSS AND ALL THE EXECUTIVES ABOUT THIS INCIDENT!"
Same day 4:53
I reply back, "Again, click Exceptions, type the URL. If you cant find it call us we will help you, it takes all of 30 seconds."
Same day 4:55
User responds, again 48 pt font bold all caps "I WILL NOT TRY YOUR FIX THAT WILL NOT WORK!"
Ok fine at 4:58 I tell the user if they do not try it and see if it works or not, I will close the ticket since they will not work with us.
At 5:01 user responds "I WILL GET YOU FIRED! I HAVE RECORDS!"
At 5:03 I reply. "The ticket is closed. I have sent the entire history of the ticket to the executive leadership."
At 5:04 the user sends me a email (in normal typing) "Did you send it yet. I tried it. It works, never mind."
At 5:05 i reply, "sorry, too late. I a have forwarded both of these messages to exec leadership also"
It should be a few fun days coming up.
I send a email back asking for more info. After several emails I get the error message and do some research. It's a very simple fix, force the browser to accept cookies from a URL. Change a setting in the web browser preferences. I tell the user how to access the prefs and tell them to click <tab> and click "Exceptions" and type in said URL. Close window. Done at 10 AM. Simple right? No.
The Next day at 4:45 PM
I get a email from said user, who has now discovered how to format emails. They used 48 pt bold font in all caps. "YOU PEOPLE ARE A JOKE! I SENT YOU A HELP REQUEST! ALL YOU PEOPLE DID WAS TELL ME TO CLICK A BUTTON AND TYPE SOMETHING LIKE IT SOME MAGIC FIX! IT'S NOT FIXED! WHY DID YOU GERT SO LAZY AND TELL ME TO CLICK A BUTTON! GET ME A SOLUTION NOW! A ACTUAL SOLUTION BY 4:50 TODAY!"
I replied back, "Did you click the Exceptions button and type in the URL? If not it won't work. That is the solution."
Same day 4:51 PM
User responds, again 48 pt font bold all caps "I WILL NOT CLICK IT! FIX IT! I HAVE ALREADY EMAILED YOU BOSS AND ALL THE EXECUTIVES ABOUT THIS INCIDENT!"
Same day 4:53
I reply back, "Again, click Exceptions, type the URL. If you cant find it call us we will help you, it takes all of 30 seconds."
Same day 4:55
User responds, again 48 pt font bold all caps "I WILL NOT TRY YOUR FIX THAT WILL NOT WORK!"
Ok fine at 4:58 I tell the user if they do not try it and see if it works or not, I will close the ticket since they will not work with us.
At 5:01 user responds "I WILL GET YOU FIRED! I HAVE RECORDS!"
At 5:03 I reply. "The ticket is closed. I have sent the entire history of the ticket to the executive leadership."
At 5:04 the user sends me a email (in normal typing) "Did you send it yet. I tried it. It works, never mind."
At 5:05 i reply, "sorry, too late. I a have forwarded both of these messages to exec leadership also"
It should be a few fun days coming up.
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