Tales from the IT world...

[MotionMan]

Originally posted by: trmiv
Usually I'll tell them I need them to log in or whatever. Most of the time they stay but there are a few users that will say "I'm just going to grab some coffee I'll be back in a couple of minutes to log back in." Then I never see them again.

Then, based on your experience, you should probably tell them not to leave for any reason.

MotionMan

 

[PingSpike]

Originally posted by: finite automaton
I was told by a coworker today about a woman who used a CRT monitor to heat up a pretzel. She wrapped the CRT monitor in saran wrap, put the pretzel down on the wrapped monitor, then wrapped the monitor again with saran wrap.

You all can probably figure out how that ended.

With the best pretzel anyone has ever eaten?

 

[Red Squirrel]

Originally posted by: ric1287

Originally posted by: BornStar
User: I closed a document and clicked No when it asked me if I wanted to save. Can you recover that information?
Me:

ohhhh I love that one.

User: Don't you guys make backups!!!!!
Me: Yes...but if you tell it not to save, there is no backup....

lol we get those a lot. Or people who find the weirdest ways to screw up a program to cause it to act weirdly, loosing the data. Like I had one user where her word perfect (ugh, I know) kept going in "recovery" mode and asking to delete a file. If you di dnot delete the file it would not let you go further. So I ended up saying yes figuring it was a TEMP file, no, it was her document. LOL.

also there are lot of things in IT that we are stuck dealing with, only because of some stupid upper management decision. For example where I work there are like 30 variations of each program. There's TONS of adifferent accounting programs, at least 5 different ticket systems, etc... Lot if most of them are pure crap, and the ones that coded them are outsourced programmers so there's not really anyone to go to for good support. Users call in because of a problem with a crappy program and blame us.

 

[Red Squirrel]

Originally posted by: trmiv
There are two things that drive me nuts (OK, way more than two, but these are the only two I'm typing out right now)

I hate when you go to work on a users computer and they hover, staring at what you're doing asking questions. "Oh what did you do there? What are you installing?" Just shut up and let me work!

But I also hate when you go to work on a user's computer and they frigging disappear! You need them to sign back in and they are no where to be found. The best thing for them to do is to either get their spare chair and sit outside their cube, or go chat with a co-worker. Leave me alone, but don't disappear!

both those points really piss me off too. while most of the work I do is level 1 (remotely) some is level 2 on site, so I have to deal with that.

Then there's people that wont stop moving the mouse when you're remoted in. arg. No lock feature on the programs we use either. (back to my other topic - why do we have to use so many remote programs, why not stick to one for each customer!)

 

[Deviant Grasshopper]

Originally posted by: trmiv

Originally posted by: MotionMan

Originally posted by: trmiv
There are two things that drive me nuts (OK, way more than two, but these are the only two I'm typing out right now)

I hate when you go to work on a users computer and they hover, staring at what you're doing asking questions. "Oh what did you do there? What are you installing?" Just shut up and let me work!

But I also hate when you go to work on a user's computer and they frigging disappear! You need them to sign back in and they are no where to be found. The best thing for them to do is to either get their spare chair and sit outside their cube, or go chat with a co-worker. Leave me alone, but don't disappear!

1. At least they are interested in trying to learn what to do next time so they do not have to bother you again (not that any of the information ever sinks in).

2. When you arrive, you should tell them to hang around. I could see that, if someone could not work on their computer for a while, and that is the only way they can get any work done, they would take an unscheduled, uncharged break.

Either that or ask them for their login and password when you arrive.

MotionMan

It's strictly against our IT policy to ask for a user's login/password.

As far as learning what to do, most of the time it's something they aren't going to be able to do anyway, so there is no point in them learning it. User's can't add/remove software, apply patches, force software downloads from our management system, etc. If it's something they can do on their own, I usually show them.

Usually I'll tell them I need them to log in or whatever. Most of the time they stay but there are a few users that will say "I'm just going to grab some coffee I'll be back in a couple of minutes to log back in." Then I never see them again.

Or just reset their password - write it on a sticky note and leave it under their mouse. Force them to change it at next logon.


Edit:

Also, you never want a user trying to troubleshoot their own issues - period. If they had to call in the first place then they should just leave it alone.


There are 3 types of users:

#1 They know so little that their problems are predictable. They generally don't mess with things, and most likely the problem is fairly easy to fix. These types get lots of spyware, and should be taught to NEVER try to fix their own issues. They generally need to be taught how to not mess up their system but nothing more, or else they'll turn into user #3.

#2 This is the saavy type - they probably run their own home network, and are generally not a problem. Some of them will try to get past the web filter or install some little proggy even though they don't have network access but most of the time they won't need your assistance for anything. Most IT staff can identify these users because we don't even know their name.

#3 The worst user. They think they're user #2 (saavy) but in reality they're total morons. Easily identified since they're the type to try to download torrents and other stupid ish at work. They will cause huge problems and then try to fix them (thus making things 10x worse), and then completely bald face lie and claim to have done nothing. After you spend 15 minutes trying to fix some screwed up registry problem they created with hijackthis and can't they will then typically complain to their coworkers about how IT sucks and they could do a better job. Many of this type of user has worked in IT, although generally a low end desktop position circa 1994. They almost always have unapproved software on their PC and used to be the bane of my existence. I learned about 4 years ago that they best way to deal with these people is through their manager - get them written up rather than fight them with policies and such.

 

[trmiv]

Originally posted by: MotionMan

Originally posted by: trmiv
Usually I'll tell them I need them to log in or whatever. Most of the time they stay but there are a few users that will say "I'm just going to grab some coffee I'll be back in a couple of minutes to log back in." Then I never see them again.

Then, based on your experience, you should probably tell them not to leave for any reason.

MotionMan

Stop being difficult, jeez. If, for example, someone has to go to the bathroom, I'm not going to tell them to stay. I tell them I will need their info, and to return after they are done, but it doesn't always happen that way. They get distracted, or run into someone who has an issue, whatever. Next time I'll just tie them to the desk and not allow them to leave under any circumstances. Cool?

Or just reset their password - write it on a sticky note and leave it under their mouse. Force them to change it at next logon.

Also against our IT policy. It is strictly against our policy to log into a system with another person's credentials, regardless if you are going to have them reset the password after. Stupid, I know, but it's our policy and upper management is super anal about it.

 

[MotionMan]

Originally posted by: trmiv

Originally posted by: MotionMan

Originally posted by: trmiv
Usually I'll tell them I need them to log in or whatever. Most of the time they stay but there are a few users that will say "I'm just going to grab some coffee I'll be back in a couple of minutes to log back in." Then I never see them again.

Then, based on your experience, you should probably tell them not to leave for any reason.

MotionMan

Stop being difficult, jeez. If someone has to go to the bathroom, I'm not going to tell them to stay. I tell them I will need their info, and to return after they are done, but it doesn't always happen that way. They get distracted, or run into someone who has an issue, whatever. Next time I'll just tie them to the desk and not allow them to leave under any circumstances. Cool?

Sorry, I did not mean to imply that there was a simple solution to your problem. Obviously, it is a much more complicated situation than you are able to describe here.

I guess it is just easier to complain about users' behavior than to asked them to change it.

MotionMan

 

[trmiv]

Originally posted by: MotionMan

Originally posted by: trmiv

Originally posted by: MotionMan

Originally posted by: trmiv
Usually I'll tell them I need them to log in or whatever. Most of the time they stay but there are a few users that will say "I'm just going to grab some coffee I'll be back in a couple of minutes to log back in." Then I never see them again.

Then, based on your experience, you should probably tell them not to leave for any reason.

MotionMan

Stop being difficult, jeez. If someone has to go to the bathroom, I'm not going to tell them to stay. I tell them I will need their info, and to return after they are done, but it doesn't always happen that way. They get distracted, or run into someone who has an issue, whatever. Next time I'll just tie them to the desk and not allow them to leave under any circumstances. Cool?

Sorry, I did not mean to imply that there was a simple solution to your problem. Obviously, it is a much more complicated situation than you are able to describe here.

I guess it is just easier to complain about users' behavior than to asked them to change it.

MotionMan

Listen, this thread is a bunch of IT people venting about their job. Stop being frigging Debbie Downer trying to pick apart my rant and just let me rant.

Bottom line is, I can't force people to do something they don't want to do. Usually if someone has to step out I'll tell them I need them to log in, so just wait. If they really have to go, I give them a time estimate of when I need them back to log in. Most people do come back quickly. My complaint isn't about those people, it's about the random others that just disappear for whatever reason regardless of what you tell them. When I encounter these same people in the future, I usually make a point to tell them I couldn't find them last time, so make sure to stick around.

But hey, since I should be trying to change their behavior I'll start all my support visits with "Due to past experiences with other users I'm going to request that you do not leave the immediate area. I understand you may feel the need to urinate, or grab a quick cup of coffee, but despite your assurances to the contrary I do not trust you will return in a timely manner. Since other users have failed me in the past I'm going assume you cannot be trusted and force you to stay where I can see you."

 

[MotionMan]

Originally posted by: trmiv

Originally posted by: MotionMan

Originally posted by: trmiv

Originally posted by: MotionMan

Originally posted by: trmiv
Usually I'll tell them I need them to log in or whatever. Most of the time they stay but there are a few users that will say "I'm just going to grab some coffee I'll be back in a couple of minutes to log back in." Then I never see them again.

Then, based on your experience, you should probably tell them not to leave for any reason.

MotionMan

Stop being difficult, jeez. If someone has to go to the bathroom, I'm not going to tell them to stay. I tell them I will need their info, and to return after they are done, but it doesn't always happen that way. They get distracted, or run into someone who has an issue, whatever. Next time I'll just tie them to the desk and not allow them to leave under any circumstances. Cool?

Sorry, I did not mean to imply that there was a simple solution to your problem. Obviously, it is a much more complicated situation than you are able to describe here.

I guess it is just easier to complain about users' behavior than to asked them to change it.

MotionMan

Listen, this thread is a bunch of IT people venting about their job. Stop being frigging Debbie Downer trying to pick apart my rant and just let me rant.

Bottom line is, I can't force people to do something they don't want to do. Usually if someone has to step out I'll tell them I need them to log in, so just wait. If they really have to go, I give them a time estimate of when I need them back to log in. Most people do come back quickly. My complaint isn't about those people, it's about the random others that just disappear for whatever reason regardless of what you tell them. When I encounter these same people in the future, I usually make a point to tell them I couldn't find them last time, so make sure to stick around.

But hey, since I should be trying to change their behavior I'll start all my support visits with "Due to past experiences with other users I'm going to request that you do not leave the immediate area. I understand you may feel the need to urinate, or grab a quick cup of coffee, but despite your assurances to the contrary I do not trust you will return in a timely manner. Since other users have failed me in the past I'm going assume you cannot be trusted and force you to stay where I can see you."

Sounds like a reasonable solution to your problem.

Glad I could help.

MotionMan

 

[skillyho]

Originally posted by: trmiv
*snip*


But hey, since I should be trying to change their behavior I'll start all my support visits with "Due to past experiences with other users I'm going to request that you do not leave the immediate area. I understand you may feel the need to urinate, or grab a quick cup of coffee, but despite your assurances to the contrary I do not trust you will return in a timely manner. Since other users have failed me in the past I'm going assume you cannot be trusted and force you to stay where I can see you."

LOL.


Yeeeeeah we have an online app that administrators input the credentials into (of their subordinates) and we can look those up on our crackberries as needed.

 

[pontifex]

Originally posted by: RedSquirrel

Originally posted by: trmiv
There are two things that drive me nuts (OK, way more than two, but these are the only two I'm typing out right now)

I hate when you go to work on a users computer and they hover, staring at what you're doing asking questions. "Oh what did you do there? What are you installing?" Just shut up and let me work!

But I also hate when you go to work on a user's computer and they frigging disappear! You need them to sign back in and they are no where to be found. The best thing for them to do is to either get their spare chair and sit outside their cube, or go chat with a co-worker. Leave me alone, but don't disappear!

both those points really piss me off too. while most of the work I do is level 1 (remotely) some is level 2 on site, so I have to deal with that.

Then there's people that wont stop moving the mouse when you're remoted in. arg. No lock feature on the programs we use either. (back to my other topic - why do we have to use so many remote programs, why not stick to one for each customer!)

use NetSupport. It lets you lock the mouse and keyboard on the user's end so only you have control. You can do a shared view (both have control) or just a watch view (only user has control) also.

 

[Deviant Grasshopper]

Originally posted by: pontifex

Originally posted by: RedSquirrel

Originally posted by: trmiv
There are two things that drive me nuts (OK, way more than two, but these are the only two I'm typing out right now)

I hate when you go to work on a users computer and they hover, staring at what you're doing asking questions. "Oh what did you do there? What are you installing?" Just shut up and let me work!

But I also hate when you go to work on a user's computer and they frigging disappear! You need them to sign back in and they are no where to be found. The best thing for them to do is to either get their spare chair and sit outside their cube, or go chat with a co-worker. Leave me alone, but don't disappear!

both those points really piss me off too. while most of the work I do is level 1 (remotely) some is level 2 on site, so I have to deal with that.

Then there's people that wont stop moving the mouse when you're remoted in. arg. No lock feature on the programs we use either. (back to my other topic - why do we have to use so many remote programs, why not stick to one for each customer!)

use NetSupport. It lets you lock the mouse and keyboard on the user's end so only you have control. You can do a shared view (both have control) or just a watch view (only user has control) also.

Or SCCM... Even though setting it up was a major PITA it is really nice to be able to give my desktop guys access to the collection for remote access/tools.

 

[skillyho]

Originally posted by: Deviant Grasshopper

Originally posted by: pontifex

Originally posted by: RedSquirrel

Originally posted by: trmiv
There are two things that drive me nuts (OK, way more than two, but these are the only two I'm typing out right now)

I hate when you go to work on a users computer and they hover, staring at what you're doing asking questions. "Oh what did you do there? What are you installing?" Just shut up and let me work!

But I also hate when you go to work on a user's computer and they frigging disappear! You need them to sign back in and they are no where to be found. The best thing for them to do is to either get their spare chair and sit outside their cube, or go chat with a co-worker. Leave me alone, but don't disappear!

both those points really piss me off too. while most of the work I do is level 1 (remotely) some is level 2 on site, so I have to deal with that.

Then there's people that wont stop moving the mouse when you're remoted in. arg. No lock feature on the programs we use either. (back to my other topic - why do we have to use so many remote programs, why not stick to one for each customer!)

use NetSupport. It lets you lock the mouse and keyboard on the user's end so only you have control. You can do a shared view (both have control) or just a watch view (only user has control) also.

Or SCCM... Even though setting it up was a major PITA it is really nice to be able to give my desktop guys access to the collection for remote access/tools.

Or ZenBrowser for you Novell folks.

 

[Deviant Grasshopper]

Ugh - A department of 8 people orchestrated a move to another part of the company and never got us involved. They're now sitting in some area with no ethernet or phone jacks. Why would they do all of this and wait until they're FINISHED to tell me about it.


I swear... it's like being in kindergarten. They need to be put in time-out or have their cookies taken away.

 

[AMCRambler]

Originally posted by: MichaelD

Originally posted by: SandEagle
sadly this thread is not as amusing as the retail one. just like real world IT, tales from the IT world is booooooring /faceyawn

You obviously don't work in IT. This thread DELIVERS. *CONFIRMED*

I've read every post and gotten smiles out of all of them.

Here's what happened to me TODAY. (condensed for reading ease)

We have two sites, a main (about 800 users) and a remote site (20 but sometimes 100+) users. Sometimes people work from the remote site on the way to/from trips...usually higher-ups. Part of my job (SysAdmin) is to take the data from that site and incorporate it into our main site's system. We have a 1MB pipe b/t the two sites, so remotely transferring data takes a LONG freaking time. :roll:

Got a trouble ticket from the helpdesk (user's point of contact) to delete 8GB worth of files from a shared drive on the local site. Here's what it said, basically. Ticket put in by a department head.

"We have confirmed that the files in the "Important Remote Site Folder" have been transfered to the "Local Network\folder." You can go ahead and delete the files on the remote site."

So I did. Two hours. TWO DAMN HOURS later that department floods the helpdesk with phone calls saying "The files we need are not in the data! OMFG! My spreadsheet! My XYZ data!!"

The department head said it was all good...obviously he was told that by underlings....didn't anyone actually f'in CHECK to see if what you wanted was in there?

This crap happens to my shop so often it's not funny. The original data was still intact on a backup...at the remote site. Know how long it takes to transfer 8GB over a 1MB pipe? I'll tell you: A LONG DAMN TIME. :roll:

But, these are the IT Tales...and we, the IT Warriors live for this shit.

How's that old saying go?

Never underestimate the bandwidth of a station wagon full of backup tapes. LOL!

 

[AMCRambler]

I am a former IT analyst and I bid for a job outside IT supervising our CAD department so when I left the fold, I was stripped of all admin privileges and most of the admin passwords were reset. So I am basically a user now and as such I see the frustrations first hand of our users. As owner of a server share and the folders and files on it, approval for access has to come through me. I understand how everything is structured security wise and I'm able to specifically describe what needs to be done as far as domain groups to be added to or read/write/modify permissions, so that IT will get it done correctly. At the same time though, I get frustrated when I get the message that the rights requested are set and then the user calls me to tell me it's not working. I go into the permissions and look at them only to find that while they set the permissions on the folder as I requested they did not propagate the permissions down to the sub-folders and files. ARGH! So I end up calling them and telling them exactly what they did not do so they can fix it. I think this annoys them sometimes but I'm at the point where I don't care anymore. Strip me of the ability to do what I need to do to get my work done, and I'm going to be a pain in the butt until you get it set up for me. I know it's not their fault, it's the corporate policy, but it sucks.

Another good example. I have a contractor working onsite using a laptop. He's plugged into our network using our internet connection and has been for three months. Well they call up wanting to know if his computer is patched to our levels, we need to verify that it is as this is required for all outside users of our network. They tell me this is done for every computer that gets hooked up to our network which I know is not true. First off the list of windows critical updates and kb patches is 4 pages long. Second, when I asked him for the list of patches so I could have my contractor check his, they did not have even have the list they could send me. "Just open up add remove programs and look at the list of installed updates". Can't do that, no admin rights! Their answer, damn, well you still remember the admin password, log in. I relent because I'm not an ass hat and I know they have better things to be doing, so I do their job for them, print up the list and give it to my contractor to verify. We have contractors and vendors in and out of our offices all the time, and there's just no way to police this kind of stuff without disabling DHCP and enabling it on a case by case basis after checking each and every laptop out. We'd have to add another helpdesk line and a full time person to deal with just this and the amount of time/money wasted while we delay the people from doing their work would quickly add up.

Long story short, I've been on both sides of the phone and it sucks from either end.

 

[Deviant Grasshopper]

Originally posted by: AMCRambler
I am a former IT analyst and I bid for a job outside IT supervising our CAD department so when I left the fold, I was stripped of all admin privileges and most of the admin passwords were reset. So I am basically a user now and as such I see the frustrations first hand of our users. As owner of a server share and the folders and files on it, approval for access has to come through me. I understand how everything is structured security wise and I'm able to specifically describe what needs to be done as far as domain groups to be added to or read/write/modify permissions, so that IT will get it done correctly. At the same time though, I get frustrated when I get the message that the rights requested are set and then the user calls me to tell me it's not working. I go into the permissions and look at them only to find that while they set the permissions on the folder as I requested they did not propagate the permissions down to the sub-folders and files. ARGH! So I end up calling them and telling them exactly what they did not do so they can fix it. I think this annoys them sometimes but I'm at the point where I don't care anymore. Strip me of the ability to do what I need to do to get my work done, and I'm going to be a pain in the butt until you get it set up for me. I know it's not their fault, it's the corporate policy, but it sucks.

Another good example. I have a contractor working onsite using a laptop. He's plugged into our network using our internet connection and has been for three months. Well they call up wanting to know if his computer is patched to our levels, we need to verify that it is as this is required for all outside users of our network. They tell me this is done for every computer that gets hooked up to our network which I know is not true. First off the list of windows critical updates and kb patches is 4 pages long. Second, when I asked him for the list of patches so I could have my contractor check his, they did not have even have the list they could send me. "Just open up add remove programs and look at the list of installed updates". Can't do that, no admin rights! Their answer, damn, well you still remember the admin password, log in. I relent because I'm not an ass hat and I know they have better things to be doing, so I do their job for them, print up the list and give it to my contractor to verify. We have contractors and vendors in and out of our offices all the time, and there's just no way to police this kind of stuff without disabling DHCP and enabling it on a case by case basis after checking each and every laptop out. We'd have to add another helpdesk line and a full time person to deal with just this and the amount of time/money wasted while we delay the people from doing their work would quickly add up.

Long story short, I've been on both sides of the phone and it sucks from either end.

Your problem is different from most since you work for an A&E firm of some sort. It sounds like you're a CAD manager which hosts a multitude of issues when not working for IT. Many CAD managers have a poor grip on security issues and in my experience have to be watched very closely.


It sounds to me like your company needs an CIO that runs CAD and IT. It might help sort some of these managerial issues.

 

[NuclearNed]

This just happened.

I just got a call from Mary. She has a reputation for being kinda dizzy, and is a constant source of IT headaches. Her problem of the moment: she lost a file. She helpfully narrowed down the possible locations where it might be: "I put it somewhere on the network."

That's kind of like saying "Please help me find my keys; I'm sure they're somewhere on this planet."

 

[pontifex]

Originally posted by: Deviant Grasshopper
Ugh - A department of 8 people orchestrated a move to another part of the company and never got us involved. They're now sitting in some area with no ethernet or phone jacks. Why would they do all of this and wait until they're FINISHED to tell me about it.


I swear... it's like being in kindergarten. They need to be put in time-out or have their cookies taken away.

haha. happeend to me too, but not on that big of a scale, just 1 machine.
plus as i posted earlier, people wait until the last minute to submit stuff, like requests for new equipment, and then expect me to have it right away.

 

[Deviant Grasshopper]

Anyone else have to deal with HVAC stuff? At every place I've worked IT picked up the responsibility of dealing with the building controls/thermostat. Where I'm at now it's basically residential thermostats spread all over - a total mess. A couple areas are a solid 8-10 degrees colder than other areas in the same zone.


I hate, hate, hate, hate dealing with hvac problems. While legitimate, people (women) tend to not understand that there is literally nothing that can be done sometimes. One woman in particular will pitch a fit like a 3 year old when her area is actually not bad (71F). Making it warmer where she sits will make accounting +80F. aaaarrgggggggggg

 

[Deviant Grasshopper]

Oh, another HVAC problem from about 6 months ago - an enormous guy (~300lbs, very overweight) was ALWAYS hot. A tiny girl (~100lbs soaking wet) was ALWAYS cold. They sat next to each other and were always arguing about the temperature. I had to sit them both down and try to make them understand that the issue wasn't the temperature inside the building..

 

[MotionMan]

My uncle is convinced that "the internet" is installed "in" his computer. He is also convinced that you have to have "the DSL" installed "in" laptops in order to use them at places like Starbucks.

I stopped trying to explain.

MotionMan

 

[TheKub]

Had a user that put in a workorder because her screen was really dark. Assuming that it was something simple like it was unplugged or the brightness setting was turned down I take a quick run up to the office.

Sure enough it was actually something wrong with the backlight. So I go back to the store room grab a spare monitor and spend 10 min peeling off sticky notes and moving all the various knick-knacks out of the way so that I can replace the monitor. Put the monitor in place and leave a note that she is back up and running and that we will send her monitor in for warranty repair (it was lunch and she was gone).

A week or so later the monitor is fixed and returned and I make an appointment to go swap the monitors back. In hind sight it would have been better just to leave everything as it was but I didn?t want to have to mess with swapping the SN# in out inventory system (its a PITA). I go up with the monitor set it ON HER DESK and tell her it will take about 5 min to swap it back. User leaves and I swap the monitor. 10 min after I get back to the office she calls complaining that the monitor I gave her was smaller than the one she had. I told the user that that was impossible, had the user confirm the model number then read them the SN# to prove that it was the same size. Wound up having to take the spare back up to prove it (she had to use a F$#*! ruler before she believed it).

This was the last straw from this user, I have officially disowned her, any workorders she places are not fulfilled by me (unless Im the only one around). She has had a number of other stupid work orders. For instance she put in a work order about problems with her printer which was a valid issue that was repaired. After the problem was fixed she was missing a very important file on her desktop and since it was there before I showed up to look at her printer I MUST have done something. After all the dust had settled the user had changed her background to a pic of her grand kids and the icon on her desktop blended in with a dark section of the picture and thus WAS GONE?.

 

[Exterous]

Originally posted by: RedSquirrel
Then there's people that wont stop moving the mouse when you're remoted in. arg. No lock feature on the programs we use either. (back to my other topic - why do we have to use so many remote programs, why not stick to one for each customer!)

Heh, that happens to me a lot. I had one guy put in a help ticket (and apparently left his desk). I sent the usual notification that we would be remoting into his computer to investigate the issue. A bit later later a new help ticket pops up:

"Submitted help ticket for NOSSUS app not opening. Left desk for a quick meeting. When I arrived back the cursor was moving all over the place, opening windows and changing settings."

Made me smile

Originally posted by: Deviant Grasshopper

Originally posted by: pontifex
use NetSupport. It lets you lock the mouse and keyboard on the user's end so only you have control. You can do a shared view (both have control) or just a watch view (only user has control) also.

Or SCCM... Even though setting it up was a major PITA it is really nice to be able to give my desktop guys access to the collection for remote access/tools.

Ooooooo. Now if I can just get those approved.....

 

[Exterous]

We also get a lot of 'my wireless doesn't work' (because our company decided to buy a lot of new laptops for employees to use). I ask them if their wireless switch is set to off and then explain where the switch is located.

I had one lady insist that she didn't have one. I explained that all the laptops were the same model and that they all had physical wireless switches
Her: "Well, they must have forgotten to include it on my model."
*sigh*
Me: "Do you know where your CDROM is?"
Her: "Yes"
Me: "Ok, facing the CDROM tray to the right is your USB port. And right next to that should be a little switch that says 'Wireless' above it with an "On" and "Off" option."
Her: "Im telling you its not there."
I had her get the person sitting by her on the phone. Tey quickly located the switch and turned it to "On"


(For those of you who wonder - I work both IT and retail - apparently i am a glutton for punishment)