I'm putting this here in Unsupportable because... well, she was kind of dumb, but not sucky, and it deals with computers, so.
Last night, literally five minutes from the end of my shift, I get a call from Miss Luser. She was having a problem with a system at The Client that I'll call Application X. AppX is used for when a Client staffer has to do [something], to clear said [something] with the brass before doing it. For each instance of doing [something], a separate form must be submitted through AppX. What [something] is can vary as well, and depending on what [something] is, AppX will even provide the requisite fields for it. It's a Web-based app, on The Client's intranet. It has its own little Client-wiki setup, and its own support team... who, of course, had already left for the day.
Miss Luser starts off by ramble-babbling at me, your basic "life story of the problem" spiel, without actually giving me any indication of what the issue is. I finally manage to get a word in edgewise, and ask her what the problem is. AppX is giving her "a bunch of errors."
I, of course, ask what the errors say. ML sighs a bit, says there's a lot of them, could I just remote in so I can help her with this. Inside, I'm already having a bad feeling about this, but I agree, get her information so I can remote-access her computer and take a look.
The errors? All of them were basic "you have not filled in required field <X>." Basically, all of the fields hadn't been filled in.
So I explain this to her, and she seems to understand, but she has a bunch of other questions about AppX. And here's the thing-- ITSD doesn't really support AppX. But, given AppX Support is gone for the day, I'm stuck having to answer her questions to the best of my ability, while frequently reminding her that I'm not that familiar with AppX and to not take my answers as the gospel.
One of her questions was about the fact that she'd started a few AppX form drafts, which AppX Support had previously told her would auto-delete after a week or so if she didn't complete them. Which she hadn't. But the drafts were still there. Why are the drafts still there? I had to explain I wasn't sure, until I looked at the drafts... and saw that she'd accessed them at some point before she called me, which 'updated' them, and thus extended that time-out period. She didn't need the drafts anymore, though, so I helped her delete them.
Another question she had was what the difference between [A] and [B] was with regards to [something] in AppX. Again, this was a question I really didn't have an answer for, and alas, the AppX Wiki page didn't have an answer either. I told her as much, and made an educated guess-- which, again, I emphasized was just my assumption and could be inaccurate-- about the difference.
Third question she had was could she have AppX save some of her data for the various fields, so she didn't have to fill those fields in on subsequent forms. Because, you see, ML had multiple forms to submit for multiple instances of [something], and wanted to save herself some time. Alas for her, no, AppX is not set up to do that, especially since, given what [something] was for ML, each instance would be unique.
In the midst of "answering" all these questions, ML admitted that she doesn't usually come into The Client this late, but she needed to submit these forms, and she "didn't want anyone else reading them" while she was doing it.
...and then she asked me to stay remoted in so I could help her fill out the forms.
Except all of the questions she had while she was starting to fill out the form were questions I literally could not answer-- because they all had to do with her particular instance of [something], which I had no information about.
I'm literally silently screaming in frustration on my end, because this idiot called in mere minutes before I was going to go home, asking me questions I either can't answer or don't have the answers for, unable to grasp the basic concept of a "required field" (which are even highlighted and marked with a nice *), insisting on getting help I can't provide, and she's come in late just to do this, after the people who actually can help her have gone home!
I finally manage to disengage when she seems to "get it." She hangs up, and I quickly log out and start banging my head into the desk.
You people are supposed to be intelligent. Fucking hell!
Last night, literally five minutes from the end of my shift, I get a call from Miss Luser. She was having a problem with a system at The Client that I'll call Application X. AppX is used for when a Client staffer has to do [something], to clear said [something] with the brass before doing it. For each instance of doing [something], a separate form must be submitted through AppX. What [something] is can vary as well, and depending on what [something] is, AppX will even provide the requisite fields for it. It's a Web-based app, on The Client's intranet. It has its own little Client-wiki setup, and its own support team... who, of course, had already left for the day.
Miss Luser starts off by ramble-babbling at me, your basic "life story of the problem" spiel, without actually giving me any indication of what the issue is. I finally manage to get a word in edgewise, and ask her what the problem is. AppX is giving her "a bunch of errors."
I, of course, ask what the errors say. ML sighs a bit, says there's a lot of them, could I just remote in so I can help her with this. Inside, I'm already having a bad feeling about this, but I agree, get her information so I can remote-access her computer and take a look.
The errors? All of them were basic "you have not filled in required field <X>." Basically, all of the fields hadn't been filled in.
So I explain this to her, and she seems to understand, but she has a bunch of other questions about AppX. And here's the thing-- ITSD doesn't really support AppX. But, given AppX Support is gone for the day, I'm stuck having to answer her questions to the best of my ability, while frequently reminding her that I'm not that familiar with AppX and to not take my answers as the gospel.
One of her questions was about the fact that she'd started a few AppX form drafts, which AppX Support had previously told her would auto-delete after a week or so if she didn't complete them. Which she hadn't. But the drafts were still there. Why are the drafts still there? I had to explain I wasn't sure, until I looked at the drafts... and saw that she'd accessed them at some point before she called me, which 'updated' them, and thus extended that time-out period. She didn't need the drafts anymore, though, so I helped her delete them.
Another question she had was what the difference between [A] and [B] was with regards to [something] in AppX. Again, this was a question I really didn't have an answer for, and alas, the AppX Wiki page didn't have an answer either. I told her as much, and made an educated guess-- which, again, I emphasized was just my assumption and could be inaccurate-- about the difference.
Third question she had was could she have AppX save some of her data for the various fields, so she didn't have to fill those fields in on subsequent forms. Because, you see, ML had multiple forms to submit for multiple instances of [something], and wanted to save herself some time. Alas for her, no, AppX is not set up to do that, especially since, given what [something] was for ML, each instance would be unique.
In the midst of "answering" all these questions, ML admitted that she doesn't usually come into The Client this late, but she needed to submit these forms, and she "didn't want anyone else reading them" while she was doing it.
...and then she asked me to stay remoted in so I could help her fill out the forms.
Except all of the questions she had while she was starting to fill out the form were questions I literally could not answer-- because they all had to do with her particular instance of [something], which I had no information about.
I'm literally silently screaming in frustration on my end, because this idiot called in mere minutes before I was going to go home, asking me questions I either can't answer or don't have the answers for, unable to grasp the basic concept of a "required field" (which are even highlighted and marked with a nice *), insisting on getting help I can't provide, and she's come in late just to do this, after the people who actually can help her have gone home!
I finally manage to disengage when she seems to "get it." She hangs up, and I quickly log out and start banging my head into the desk.
You people are supposed to be intelligent. Fucking hell!
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