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Chronicles of George
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Posted by: Spork Lover
Ok I have been lurking.... I havent had anything to post in a few months and I think I have come across something which we can appreciate here...(especially Shalome).
http://chroniclesofgeorge.nanc.com/tickets1.htm
I hope this hasnt been posted before! Then all of my hard work down the drain.....
Posted by: AngstMerchant
I can't wait to see what else you have from this guy. As you know, I'm in support and I feel your pain. Some of the toilet-brush heads in my department keep me wondering how they manage to change their underwear from day-to-day. But, it's this sort of ignorance in the general public that keeps a support-monkey like me in a job, yo!
Posted by: Spork Lover
Ahh yes... I forgot that you are in the service too. I left my helpdesk job in Feb, I am now on the admin end... I get to interpret trouble tickets. Our helpdesk isnt so bad, there was a few people who typed in other languages, but they moved onto other jobs.
Posted by: Chako
Hehe. If you enjoyed those..I would strongly suggest going to the "Hit the discussion boards" and
look up "War stories and other tickets". Good reading. 
I have my own war story to tell..this time from a um..customers side:
You should have seem me this last term. I needed a GIS program because I was teaching the
course. The school had a CD with the program on it in case of emergences, however, nobody
could find it... I politely emailed the IT dept our problem...we needed the GIS install CDs. They
answered that they could not provide me with a copy. I then replied to them that I needed to
install said copy on my own home computer so that I could learn the freaking program and
become competent with it..because I was going to be teaching the course..and don't you think the
instructor should know a little about the program before he walks into a classroom setting..blah
blah blah. They finally relent..as it was my due (it is in the EULA for school boards). I wait a
long week...then two weeks. The course part where I needed the program was rapidly coming
into effect. No bloody CDs. I email them..no response...I get my dept head to email them...a
response. a week later, I get a pkg in my staff mail box. I open it up quickly in anticipation...they
send me the install CDs. Yipee.. I am going to be teaching this program in 3 weeks time. I get
home that night..install the program...everything installs wonderfully. I go to use it..and it asks
me for a registration #. I look in the pkg..no number. Next day, I phone them, go through the long
process of account numbers, project numbers..etc.. They tell me that they will send it ASAP.
Two days later, I get another pkg in the mail box. Another copy set of CDs...ARGH!!! Back on
the phones..this time, I got the Principle of the school involved. They finally send me the
registration # a few days before I was going to teach the freaking program. I find out it was a very
easy program to master and only took an evening...however..the frustrations.
Hmmm...I have had several run ins with the Board's IT department. Next year should be
interesting as I will be pushing for a stand alone computer for the Graphic Arts classroom. We
need one badly..and I am just waiting for the IT to balk. Problem is the school only has a 3 Meg
Internet pipe. The computers on the network are so slow..doing the yearbook on them is
ridiculous. When the network crashes..so does production.
Posted by: Shalome
Call I took a few months ago (note, I'm in a "tier 2" shop -- and it was verified that this caller did need access, he was just a moron):
Caller: Yeah, I need you to check to see if our IP addresses are getting through the firewall.
Me: Okay.. *pulls up relevent firewall logs* which IP addresses?
Caller: Well, uh.. I'm not exactly certain.. can you just tell me if a lot of traffic is getting stopped at your firewall?
Me: *blink* Well, yes, that firewall does stop a lot of traffic...
Caller: Okay, then can you tell me if we're being stopped?
Me: *blink* *thinking how to narrow this down* Uh.. well, what protocol are you using? SSH? HTTP? FTP?
Caller: Uh.. it might be that first one, but that last one sounds familiar too...
Me: *blink* Sir, if you don't know what IP address or protocol I need to check on, I can't really help you..
Caller: It's not in there by our name?
Me: Uh.. no.
Guy calls back a bit later with more info.
Caller: Okay, can you check if xxx.xxx.xxx.xxx is being stopped at your firewall?
Me: Sir, I'm not seeing any traffic at all from that address, either in the accepted or denied traffic.
Caller: So you ARE blocking it!
Me: No, it's not getting to us. At all. It's not touching the firewall.
Turns out that the computer with the problem on their end was new and wasn't even connected to their LAN yet...
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