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?
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?
Comment