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Bit of background: We've been having some issues with our exchange server recently, including a bad HDD and having to repartition it because the guy the original partition from several years ago no longer had enough free space for updates. And, in the last week, it has started locking up on us. Yay. It did so again this morning.
Ranty McPantsOnFire, our Sales manager, discovered this at 7:30 this morning. My normal shift is 8:30 AM to 5:00 PM with no overtime allowed, so there was no way I was in to fix it, yet. In his infinite wisdom, he logged into his <outside free email> to email the help desk about email being down.
Additionally, Mr. McPantsOnFire had a problem all day yesterday opening Excel files. Of course, he emails me (not the Help Desk, but me personally) about it. At 5:41 PM. 41 minutes after the end of my work day.
This all ties into today, when I finally get the email back up and running. I pull down my own email and see his message from last night as well as his message from this morning. I thoughtfully shared the outside email with my direct boss and his direct boss (who is also McPantsOnFire's boss.) They got a good laugh about it.
I heard our helpless end luser up here on our floor (his office is on a different floor) ranting about email being down and IT not doing our jobs.
So, I decided to head out and catch him on the stairs to let him know it was back up and that trouble calls should be called into the help desk when email is down.
Apparently, his boss and my boss had both already zinged him on the foolishness of emailing about email being down, so he got all pissy.
He decided to get back at me by emailing the bosses (mine and his) to complain that while I had time to 'heckle' him about his email from this morning, there was still no response to his email from (cue caps and bolding on his part) YESTERDAY. Duh-duh-duuuuuuh!
Sadly, all email is time stamped. As are my ticket notes. So when I logged his ticket I also put the email timestamp in the case notes, and marked when I received it after the server was restored. Using my receipt of the trouble call to begin our metrics, here's the results:
Time to respond to YESTERDAY'S email: 10 minutes from actually receiving it.
Time to correct the problem (easy fix): Just under 30 minutes. Including the 10 minute response time.
Time required for me to respond: 4 hours
Time required for me to fix the problem: 8 hours
So, I look great for closing a ticket over 7 1/2 hours early, and he looks like an even bigger tool than he did at the start of the day.
Ranty McPantsOnFire, our Sales manager, discovered this at 7:30 this morning. My normal shift is 8:30 AM to 5:00 PM with no overtime allowed, so there was no way I was in to fix it, yet. In his infinite wisdom, he logged into his <outside free email> to email the help desk about email being down.
Additionally, Mr. McPantsOnFire had a problem all day yesterday opening Excel files. Of course, he emails me (not the Help Desk, but me personally) about it. At 5:41 PM. 41 minutes after the end of my work day.
This all ties into today, when I finally get the email back up and running. I pull down my own email and see his message from last night as well as his message from this morning. I thoughtfully shared the outside email with my direct boss and his direct boss (who is also McPantsOnFire's boss.) They got a good laugh about it.
I heard our helpless end luser up here on our floor (his office is on a different floor) ranting about email being down and IT not doing our jobs.
So, I decided to head out and catch him on the stairs to let him know it was back up and that trouble calls should be called into the help desk when email is down.Apparently, his boss and my boss had both already zinged him on the foolishness of emailing about email being down, so he got all pissy.
He decided to get back at me by emailing the bosses (mine and his) to complain that while I had time to 'heckle' him about his email from this morning, there was still no response to his email from (cue caps and bolding on his part) YESTERDAY. Duh-duh-duuuuuuh!
Sadly, all email is time stamped. As are my ticket notes. So when I logged his ticket I also put the email timestamp in the case notes, and marked when I received it after the server was restored. Using my receipt of the trouble call to begin our metrics, here's the results:
Time to respond to YESTERDAY'S email: 10 minutes from actually receiving it.
Time to correct the problem (easy fix): Just under 30 minutes. Including the 10 minute response time.
Time required for me to respond: 4 hours
Time required for me to fix the problem: 8 hours
So, I look great for closing a ticket over 7 1/2 hours early, and he looks like an even bigger tool than he did at the start of the day.
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