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I really hope we get this ... "lady's" issue resolved. If only so I don't have to take another call from her ever again.
Dramatis Personae
J2K - Jay 2K Winger - Yours Truly
FW - Fellow Whovian - My coworker
LMI - Little Miss Impatient - The Sucktomer
STG - Server Team Guy
So LMI called on Monday (or maybe even early Tuesday) because her profile was having problems on our network. This was affecting her to the point where she was unable to log in to any workstation on the network. Usually this can be fixed by a profile reset, so it went to her close support team.
Tuesday. Now it starts getting crazy. Her close support attempts to reset her profile, but this doesn't fix her problem. It eventually gets kicked over to the server team, since her profile and whatnot needs to get moved to a different server to resolve her login issues. This is my understanding of what needs to be done.
Now, I didn't find out all of those specifics about what the server team is trying to do until today, Wednesday. My first encounter with this ticket was on Tuesday evening, when I got a call from LMI's supervisor. He asks for a status update on her ticket.
So I pull up the ticket and take a look at the worklog, and oh. my. god.
A little background-- when someone calls for a status check on a ticket, we are to put a note in the worklog of the ticket noting this. We also are to put in a trouble ticket for the status check, which we then close as canceled, so there's a paper trail, of sorts.
LMI's ticket already had at least seven calls for status updates on the ticket. Now, I can understand one or two in a day, but for that number of calls, she had clearly been calling at least once an hour all day. Which is excessive, I don't care how urgent your issue is.
I informed LMI's supervisor on its status and that I had noted the call in the log, "and that should bump it in their queue." (That's a standard line I give everyone who calls for a status check. I honestly don't know if it's true, but it satisfies them.)
Wednesday morning, about 11:45am. Guess who I get a call from? Three guesses, but the first two don't count.
By now, LMI's ticket had been sent to the server team. Someone there had picked up the ticket, but a look at the worklog revealed no new information.
A paraphrase of what happened next:
J2K: "Okay, ma'am, they haven't noted down any of their work in the log yet--"
LMI: (sighs) "So they haven't done anything yet."
J2K: "I didn't say that, ma'am. They are working on it, they just haven't reported anything in the log yet."
LMI: "Right, which means that they're doing nothing, and I'm left sitting here doing nothing, after all day yesterday, when I couldn't do anything."
J2K: "...I'm sending an email to the person working on your ticket, to try to get him to expedite your ticket."
And after I did that, we had this lovely exchange:
J2K: "Okay, so I've sent him that email, and that should--"
LMI: "But you don't know that he's even in or online, how do I know he'll respond right away to my ticket?"
I wish I could easily put into words the tone that she was using. It was in flat tones, the kind that tells you the person is angry but holding it in, while also conveying the idea that 'I can keep you on the line with me as long as it takes to get what I want.' In short, I knew that nothing was going to satisfy this woman until I had something positive to tell her.
J2K: "Let me see if I can get him on the IM, ma'am."
So I find STG on The Client IM system. We have a short exchange, in which I ask him if there's anything to report on LMI's ticket, adding that I have her on the line.
STG: "We're working on it now. We'll contact her."
J2K: (after relaying this to LMI) "She wants to know an ETA. Also, is there a POC for more direct status updates?"
STG: "About an hour. We'll contact her."
I relay this to LMI and she finally hangs up, satisfied for the moment.
Two hours later. Guess who's back?
I get STG back on the IM.
J2K: "She called back. Anything new to report?"
STG: "Have her call me at <phone>."
J2K: (Thank you, god!)
I pass this information along to LMI, who leaves, and I foolishly think this will be all.
Oho, I was wrong.
About four hours later, guess who?
So I check the worklog again, and find that while STG had changed the server her profile was on, it had borked her ability to access her mail and messed up a couple of other things. The other things we at ITSD could have helped with, but only if she had mail access. So she needed her mail password reset, and that goes to her account problems team.
Problem is, it was now about 5:30pm. Everyone in her account problems team had gone home for the day. Worse, LMI was aware of this.
LMI: "But there's nobody there about this time of day, isn't that so?"
J2K: "Unfortunately, that's true."
LMI: (sighs) "So, once again, an entire day wasted, and I'm going to call back tomorrow and we're going to do this again, calling and calling until I get this resolved."
J2K:
"I'm sorry, ma'am, I wish there was more we could do."
She hangs up, and then I found out just how impatient this bitch was.
See, when she called me up, FW had put her caller on hold and gone to speak with the senior service managers. I was finished with LMI when FW came back, to find that her caller had hung up. She griped about this.
FW: "I told her to wait, and she hung up!"
J2K: "No patience today."
I started telling her about LMI, and she stopped me, asking if LMI was <name>. Yes, it was.
LMI had called and gotten FW, who was familiar with her-- having taken her share of calls from her-- and had spoken with the s.s.m.s to try to get a higher-up who has access to reset LMI's mail password for her. She had succeeded and was coming back to give her the good news, only to find out that LMI had hung up and called back again to get me.
And because I didn't know that FW had literally just been speaking with her, I had no way to know that FW was doing everything in her power to get this done tonight instead of tomorrow. And when FW tried to call LMI back, LMI didn't answer, probably because she'd gone home.
So we have to deal with her again tomorrow. FW did manage to get in touch with the manager (or whomever) who could reset LMI's password, who also couldn't reach LMI. Said manager offered to mail the temporary password to FW to pass to LMI, to which FW said "I won't be here tomorrow!" (FW doesn't work Thursdays.)
So, yeah. Because LMI was too impatient to wait for FW to get back with good news, she's unnecessarily extended the amount of downtime she'll be experiencing, and someone tomorrow morning is going to have to deal with LMI, and I hope to god it's not me.
Dramatis Personae
J2K - Jay 2K Winger - Yours Truly
FW - Fellow Whovian - My coworker
LMI - Little Miss Impatient - The Sucktomer
STG - Server Team Guy
So LMI called on Monday (or maybe even early Tuesday) because her profile was having problems on our network. This was affecting her to the point where she was unable to log in to any workstation on the network. Usually this can be fixed by a profile reset, so it went to her close support team.
Tuesday. Now it starts getting crazy. Her close support attempts to reset her profile, but this doesn't fix her problem. It eventually gets kicked over to the server team, since her profile and whatnot needs to get moved to a different server to resolve her login issues. This is my understanding of what needs to be done.
Now, I didn't find out all of those specifics about what the server team is trying to do until today, Wednesday. My first encounter with this ticket was on Tuesday evening, when I got a call from LMI's supervisor. He asks for a status update on her ticket.
So I pull up the ticket and take a look at the worklog, and oh. my. god.
A little background-- when someone calls for a status check on a ticket, we are to put a note in the worklog of the ticket noting this. We also are to put in a trouble ticket for the status check, which we then close as canceled, so there's a paper trail, of sorts.
LMI's ticket already had at least seven calls for status updates on the ticket. Now, I can understand one or two in a day, but for that number of calls, she had clearly been calling at least once an hour all day. Which is excessive, I don't care how urgent your issue is.
I informed LMI's supervisor on its status and that I had noted the call in the log, "and that should bump it in their queue." (That's a standard line I give everyone who calls for a status check. I honestly don't know if it's true, but it satisfies them.)
Wednesday morning, about 11:45am. Guess who I get a call from? Three guesses, but the first two don't count.
By now, LMI's ticket had been sent to the server team. Someone there had picked up the ticket, but a look at the worklog revealed no new information.
A paraphrase of what happened next:
J2K: "Okay, ma'am, they haven't noted down any of their work in the log yet--"
LMI: (sighs) "So they haven't done anything yet."
J2K: "I didn't say that, ma'am. They are working on it, they just haven't reported anything in the log yet."
LMI: "Right, which means that they're doing nothing, and I'm left sitting here doing nothing, after all day yesterday, when I couldn't do anything."
J2K: "...I'm sending an email to the person working on your ticket, to try to get him to expedite your ticket."
And after I did that, we had this lovely exchange:
J2K: "Okay, so I've sent him that email, and that should--"
LMI: "But you don't know that he's even in or online, how do I know he'll respond right away to my ticket?"
I wish I could easily put into words the tone that she was using. It was in flat tones, the kind that tells you the person is angry but holding it in, while also conveying the idea that 'I can keep you on the line with me as long as it takes to get what I want.' In short, I knew that nothing was going to satisfy this woman until I had something positive to tell her.
J2K: "Let me see if I can get him on the IM, ma'am."
So I find STG on The Client IM system. We have a short exchange, in which I ask him if there's anything to report on LMI's ticket, adding that I have her on the line.
STG: "We're working on it now. We'll contact her."
J2K: (after relaying this to LMI) "She wants to know an ETA. Also, is there a POC for more direct status updates?"
STG: "About an hour. We'll contact her."
I relay this to LMI and she finally hangs up, satisfied for the moment.
Two hours later. Guess who's back?
I get STG back on the IM.
J2K: "She called back. Anything new to report?"
STG: "Have her call me at <phone>."
J2K: (Thank you, god!)
I pass this information along to LMI, who leaves, and I foolishly think this will be all.
Oho, I was wrong.
About four hours later, guess who?
So I check the worklog again, and find that while STG had changed the server her profile was on, it had borked her ability to access her mail and messed up a couple of other things. The other things we at ITSD could have helped with, but only if she had mail access. So she needed her mail password reset, and that goes to her account problems team.
Problem is, it was now about 5:30pm. Everyone in her account problems team had gone home for the day. Worse, LMI was aware of this.
LMI: "But there's nobody there about this time of day, isn't that so?"
J2K: "Unfortunately, that's true."
LMI: (sighs) "So, once again, an entire day wasted, and I'm going to call back tomorrow and we're going to do this again, calling and calling until I get this resolved."
J2K:
"I'm sorry, ma'am, I wish there was more we could do."She hangs up, and then I found out just how impatient this bitch was.
See, when she called me up, FW had put her caller on hold and gone to speak with the senior service managers. I was finished with LMI when FW came back, to find that her caller had hung up. She griped about this.
FW: "I told her to wait, and she hung up!"
J2K: "No patience today."
I started telling her about LMI, and she stopped me, asking if LMI was <name>. Yes, it was.
LMI had called and gotten FW, who was familiar with her-- having taken her share of calls from her-- and had spoken with the s.s.m.s to try to get a higher-up who has access to reset LMI's mail password for her. She had succeeded and was coming back to give her the good news, only to find out that LMI had hung up and called back again to get me.
And because I didn't know that FW had literally just been speaking with her, I had no way to know that FW was doing everything in her power to get this done tonight instead of tomorrow. And when FW tried to call LMI back, LMI didn't answer, probably because she'd gone home.
So we have to deal with her again tomorrow. FW did manage to get in touch with the manager (or whomever) who could reset LMI's password, who also couldn't reach LMI. Said manager offered to mail the temporary password to FW to pass to LMI, to which FW said "I won't be here tomorrow!" (FW doesn't work Thursdays.)
So, yeah. Because LMI was too impatient to wait for FW to get back with good news, she's unnecessarily extended the amount of downtime she'll be experiencing, and someone tomorrow morning is going to have to deal with LMI, and I hope to god it's not me.
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