Once had a user manually change their ticket to Priority 1, which we used to indicate dozens of people/everyone down, because their M key only worked half the time they pressed it.
Electrician at a factory, I get called to operator’s stations all the time because “I can’t type any numbers so we can’t change products.” I have tried for 30min over the radio to direct them to press the numlock key to no avail. Please send help, I can only drink so much on my day off.
“OK, power it off and on again”
Three seconds later
‘I restarted it’
Computer Uptime: 30+ days
“You mean logging off and back on isn’t rebooting? What about this button on my monitor?”
I have no problem with ignorance unless it’s deliberate. It’s the people who think they’re above troubleshooting and lie about it who are the problem people
And the people who refuse to learn.
“I’m just bad with computers.”
So learn and get better.
“Can you just remote in and do it”
I’m not gonna remote in and open an email for you, you are an adult at a workplace.
I just had one of these yesterday. I support lottery machines over the phone, so retail employees call me if there’s an issue with them
Well, countertop terminal went offline. Employee swears up and down that he’s rebooted “5 times already”. I ask him to power cycle the modem while we’re on the phone, and he immediately replies OK. I then hear the distinct beeps of the terminal rebooting.
So I ask, “just to be sure, you unplugged and replugged the power to the small box with two antennas that says BRAND, right?” Immediate response that cut into my question: “yeah yeah yeah!” more terminal beeps
sigh
put a smiley sticker over numlock and tell them to hit that
Could just disable the functionality in general or go all caveman on it and get rid of the button
Just remove the key from their keyboard at this point or I think there is a way for windows to simply ignore it and keep it on all the time
The machines are locked down by the corporate (over seas) IT group, but taking the keys out might work. I think W10 default boots with numlock on.
on my BIOS you can choose wether to have it on or off on boot.
Nope.
I think your ticket system should have had two labels. One for priority (how does this impact your work) and one for scope (how many people does this impact) to arrive at an urgency.
But anyway, that wouldn’t stop some users from saying it’s a continent wide M key outage stopping all work.
I once got an emergency after-hours ticket to fix a computer that was shutting off randomly. I went to check it out, and the power plug was loose. I asked the user about it, and she said she knew it was loose, but she couldn’t plug it in because her skirt was too short. No, this isn’t an intro to a porno.
Wut 🤦♀️
I’ve seen priority and severity work well ish on client facing/controlled tickets.
This meme reminded me someone reported a wobbly space bar in a keyboard. Thanks, I guess. It’s done and I’m back to Lemmy.
That sounds like a good time for it to be a hardware issue, have no replacements on hand, and have to order from the slowest supplier you can find.
Is it typical for a user to be able to manually change priority?
We don’t have a priority system, but users take it upon themselves to add things like 911, URGENT, and ASTAT in the title. It’s kinda fun, you can tell what rumor had been flying around the office when every ticket suddenly has the same “priority”.
It’s a pretty big deal if you can’t use the letter M and your job requires typing. That’s like being a carpenter and having no nails.
Not really, it’s more like having a third of your nails be shoddy when you have unlimited free nails, and then deciding to make your personal level nail problem equivalent to a several thousand person no-nails at all level problem without asking for new nails in the first place.
Cool. Now retype your response without using the letter N and tell me how you feel about it.
Yeah, I’ll happily rephrase!
“Should 1 fella claim barely half of a keyboard problem is equal to 2000 people without accepted passwords?” Let’s see!
I feel great about that above phrase, because I made it by myself without a policy created email delivered to 3 levels of bosses.
The user disagreed with thr above vibe, so they solo had several layers of bosses awake, Saturday at 8, for a 1 user keyboard issue.
Little off, but same vibe, eh?
I would be so frustrated if someone somehow manually entered a P1 for a keyboard and it wasn’t changed immediately. Like your case, it would get escalated. Yes, a functioning keyboard is important to that user, but the priority level and urgency are tied to the organization. Nothing like the call or email saying a huge chunk of your org or end users are effectively down, only to find out Chad couldn’t type an email.
Hopefully that person was talked to and somehow disciplined. Your other comments sound like they really should have known better.
Jesus. No one says it isn’t bad or annoying. Just that it wasn’t what they considered priority one
If their job involves writing stuff, then a broken keyboard is pretty high priority. If it was just that there’s a weird visual glitch or something then I understand it not being urgent.
“Half of the time”
The 7 doesn’t work properly on my laptop which is only relevant during boot (USB keyboard deactivated) or meetings as both passwords contain a 7. I didn’t even create a ticket yet and it’s been months.
Why haven’t you? Throw it in the queue, don’t mark it as an issue that might lose the company thousands of dollars per minute, and good things can happen!
Tbf that is also kinda stupid. Because at some point the “7” key will break entirely, and if the screen keyboard option on login is disabled in Windows (I don’t know why it would be), you won’t be able to log in at all. That is a lot of risk for a 30 USD keyboard.
Keyboard is a primary input method, required to do most computer work, so if it’s broken, yeah, that’s urgent. Did you set up an easy method for employees to get replacement equipment on their own quickly while they wait for you? Then yeah, what do you expect them to do? Sit there with their thumb up their ass while none of their work gets done?
Sometimes I think I’m the only person in tech support that doesn’t actively hate the the people I’m supposed to be supporting and actually tries to think about it from their perspective.
The M key working half the time is not equivalent to an entire organization being down. They were in Engineering and not new, they damn well should know how our system worked lol
True, but still. This is still a policy issue. The fact that you have to wait actively for a fucking keyboard. Buy a bunch of them, also mice, because they cost nothing, and place it in a central location. If you are afraid someone installs a keylogger in them, seal the box with some company sticker that is hard to repro.
It doesn’t matter if they’re Steve Jobs, you’re literally paid to support them regardless. If they can’t work, and you’re ignoring them, you’re not doing your job. That’s why you plan ahead for these situations by providing quick self service answers like accessable equipment so they can keep working while you work through your ticket queue.
