So there are a variety of other service and support desks at The Client. Most of them support specific applications or organizations. In some cases, the IT Service Desk has no capability of sending trouble tickets to these desks, in which case, the user is supposed to contact them directly for assistance.
Today, I got a call from a user who was having various access issues. They mentioned a specific application (let's call it "Chain"), in particular. So they reached out to Chain Support. Chain Support checked, said everything looked good on their end and advised the user to try contacting a separate desk, who support a service on which Chain runs. (Let's call this service "Anchor.")
Anchor Support looked into it, and said basically, "Your information is valid in [Major Directory], but it needs to replicate into [Smaller Directory] for Anchor and Chain to work. This will happen automatically, and should take place within 96 hours."
These calls to Chain and Anchor Support had been several days ago. User was a little impatient (not too bad, all things considered) and today reached out to Anchor Support to see how much longer it would take for her information to replicate into Smaller Directory. Anchor Support gave her a set of instructions on how to manually add herself to Smaller Directory-- instructions that wouldn't work until after the automatic replication period had passed. User tried these instructions, and run across an error.
So naturally, rather than contact Anchor Support-- the people who were the experts on this sort of thing, the people who'd given her the instructions in the first place-- the user decided to contact the IT Service Desk.
We don't have any access to Anchor (or Chain, for that matter) to give any sort of major assistance in these matters. I advised her that she should really try reaching back out to Anchor Support, but she insisted there had to be something else going on. (Because of course.) So I humored her and sent a ticket along to the account problems team so they could check her account/profile/whatever.
Seriously, though, IT Service Desk is farther DOWN the totem pole than Chain or Anchor Support. And if they're the ones who gave you the "bad" instructions, why not reach out to them again? Sigh.
EDIT: Annnnd I just got an email from her. She reached out to Anchor Support, who told her what to do, and she was able to get her info updated and get into Chain. See? You talk to the right people, you get helped right away.
Today, I got a call from a user who was having various access issues. They mentioned a specific application (let's call it "Chain"), in particular. So they reached out to Chain Support. Chain Support checked, said everything looked good on their end and advised the user to try contacting a separate desk, who support a service on which Chain runs. (Let's call this service "Anchor.")
Anchor Support looked into it, and said basically, "Your information is valid in [Major Directory], but it needs to replicate into [Smaller Directory] for Anchor and Chain to work. This will happen automatically, and should take place within 96 hours."
These calls to Chain and Anchor Support had been several days ago. User was a little impatient (not too bad, all things considered) and today reached out to Anchor Support to see how much longer it would take for her information to replicate into Smaller Directory. Anchor Support gave her a set of instructions on how to manually add herself to Smaller Directory-- instructions that wouldn't work until after the automatic replication period had passed. User tried these instructions, and run across an error.
So naturally, rather than contact Anchor Support-- the people who were the experts on this sort of thing, the people who'd given her the instructions in the first place-- the user decided to contact the IT Service Desk.
We don't have any access to Anchor (or Chain, for that matter) to give any sort of major assistance in these matters. I advised her that she should really try reaching back out to Anchor Support, but she insisted there had to be something else going on. (Because of course.) So I humored her and sent a ticket along to the account problems team so they could check her account/profile/whatever.
Seriously, though, IT Service Desk is farther DOWN the totem pole than Chain or Anchor Support. And if they're the ones who gave you the "bad" instructions, why not reach out to them again? Sigh.
EDIT: Annnnd I just got an email from her. She reached out to Anchor Support, who told her what to do, and she was able to get her info updated and get into Chain. See? You talk to the right people, you get helped right away.
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