Wait, they tried to install a printer in WHAT??

[draggar]

I have this ast manager who has a laptop, I think he is the only one in the company with one and I have no idea why he has it, but this is besides the point.

Ever since he came to this store he's been asking me to install the store's printer in his laptop, normally this is no big deal, I can do it in less than 10 minutes even though remote desktop. Of course, he never has his laptop with him (so why does he have it?).

Against my wishes, he logged a ticket so now I have to get it done, even though when I spoke to him today and reminded him NOT to log a ticket (the ticket was logged after this).

Of course, he didn't have the asset# of his laptop so what does he do? Gives them the asset# to one of the printers in the store. When they do this, they enter it in the system and it tells them what it is, it clearly says PRINTER (along with other information (make, model, etc..).

Then the scary part - Tier I support tried to remote, into the printer, to install a different printer.

Don't forget, this is TIER ONE SUPPORT, not the user wanting the printer installed.

[Naaman]

Could this have been a CYA manoeuvre to close the ticket in a timely fashion? ( Perhaps with the obligatory sarcastic notes...)

[JLRodgers]

I could see a tier 1 support doing it because their idiots (nothing against them of course, but some slip in everywhere), or they were wanting some fun like:
"tried to install printer into printer, printer thought a printer should print and not forward traffic, printer revolted by melting the circuit board, board replaced, $2000 bill sent to _____ -- printer not installed into printer"

[draggar]

Could this have been a CYA manoeuvre to close the ticket in a timely fashion? ( Perhaps with the obligatory sarcastic notes...)

Nope, they sent it to me and the ticket will be overdue since he never has his laptop with him.

[Naaman]

Nope, they sent it to me and the ticket will be overdue since he never has his laptop with him.

That sucks big time

Even at the crappy helpdesk we had a 3 callback rule and then ticket closed (one of the calls had to after 6pm to qualify).

[draggar]

Not to look bad, the same group sent another ticket to my local group, which got sent to me.

A computer needs to be reloaded with Windows XP. No big dfeal but one issue..

The asset # that they sent me belongs to another printer.

Anyone know how to install XP on a printer?

[SteeleDragon78]

Not to look bad, the same group sent another ticket to my local group, which got sent to me.

A computer needs to be reloaded with Windows XP. No big dfeal but one issue..

The asset # that they sent me belongs to another printer.

Anyone know how to install XP on a printer?

yea, your gonna need your xp install disk, 7 salted fish heads, 3 monkey fingers and the blood of a freshly killed goat. take that to your local voodoo doctor and he will install it for a small price (only 2 drops of blood)

if you want vista you need the blood of a virgin too

[gaspode]

"if you want vista you need the blood of a virgin too"

Good job you are not doing it round here then. they have trouble doing nativity plays cause they can't find 3 wise men and a virgin

[SteeleDragon78]

i can loan you 3 wise asses but your on your own for the virgin, too many people wanted vista installed. and our last virgin aint one anymore.

[JustADude]

i can loan you 3 wise asses but your on your own for the virgin, too many people wanted vista installed.

I can get a Virginian. Close enough?

[KhirasHY]

Virginian might work, but you're going to need a very, very deranged walrus.

[Geek King]

Virginian might work, but you're going to need a very, very deranged walrus.

Anybody know Ted Kennedy's number?

[Jetfire]

To get back towards the OP and not knowing how the system works, could you not bounce the ticket for an invalid Asset number? ie give a reason that "the asset number points to a device which this action is not appropriate/possible for. Please supply the proper asset number."

You may need to repeat that a few rounds, following your regulations (whatever they may be) strictly to the letter before the Users smarten up (or go somewhere else or cancel the system entirely, or the heat death of the universe or DN:Forever is released, whatever comes first.... My money's on Heat death)

[draggar]

To get back towards the OP and not knowing how the system works, could you not bounce the ticket for an invalid Asset number? ie give a reason that "the asset number points to a device which this action is not appropriate/possible for. Please supply the proper asset number."

You may need to repeat that a few rounds, following your regulations (whatever they may be) strictly to the letter before the Users smarten up (or go somewhere else or cancel the system entirely, or the heat death of the universe or DN:Forever is released, whatever comes first.... My money's on Heat death)

While I would love to do that, it is actually easier to just take care of the issue and figure out what needs to be done on my own. I if closed it without resolving it then they would just "escalate" the ticket (re-open at a higher priority) then I would look bad by not resolving the issue the first time. *sigh*

[Jetfire]

But don't you have another option besides 'closing it'; ie an option to bounce it back for more information? Most ticketting systems should have that sort of progression option, but not all ticketting systems make sense of course.

From what you described, I doubt this is an option, but is your group ISO Certified or working towards that sort of certification? If they are, there should probably be some protocols to follow, or at the very least a way to file an infraction for a missed situation (or for someone incorrectly following protocol).

In any case, you're the one who's actually there and in the trenches, so I'm sure you'll work it out one way or another. Good luck with it, and hopefully you can get an order of sense delivered to pass to those that are missing it.