Internet Explorer
There's more on the Internet Explorer email (remember that one?).
A little bit of background is needed for this one. Bear with me, because the necessary obfuscation makes it a little tricky*. Here at $Company we support three clients, let's call them $client1, $client2 and $client3. I personally take calls for $client1 and $client3, but not $client2. Each client has its own queue in our tracking software for attention by the helpdesk, ie. us, known as $clientx-hdk. $client2 also has another queue in our system specifically for software distribution, and this is known as $client2-hdsd. The other two clients have software distribution assigned to $clientx-hdk.
This is a $client1 call. Remember that as you read the history.
As I said, I originally sent this straight to $Onsite. This is their response:
iexplore.exe is locking up PC. CPU @ 5%
Client is mainly running word and notes.
Client does not want to reimage the PC due to large commitment to the configuration of client settings and desktop.
Placing call with $client2-hdsd for a push of IE 6.x to this desktop.
SAS180697
$Onsite referred it to $Procurement. Why? I don't know. Notice which queue they said they were referring it to. $Procurement's response was as follows:
Hi $tech.
Can you please re-direct this call to correct resolver group. $Procurement cannot action this call.
Thanks
No problem there. They referred the call back to $tech, who promptly referred it to $client2-hdsd like he was originally going to. He hasn't yet noticed that this is the wrong group.
$client2-hdsd got their hands on it and promptly corrected $tech's problem.
This is a $client1 software push, not $client2. Am transferring to $client1-hdk for actioning
Total time elapsed... well, I'm not going to be bothered adding it all up. Suffice to say that the original call was logged 03/05/2004 17:20:02 and it arrived back at $client1-hdk 04/05/2004 13:45:53. So almost a whole day was wasted because $tech could not tell the difference between $client1 and $client2.
*The reason for the 'necessary obfuscation' was put best by the author of the Enter the Cow-orker site, who put it thusly: "Only the names have been changed because I'm too frightened to contemplate what my workplace would be like if the Cow-orker were to discover this site and put two and two together (even if it is highly unlikely that she'd actually get four)." I don't want to have someone suddenly discover that I'm talking about him here, so I obfuscate the details to protect... well... me.
A little bit of background is needed for this one. Bear with me, because the necessary obfuscation makes it a little tricky*. Here at $Company we support three clients, let's call them $client1, $client2 and $client3. I personally take calls for $client1 and $client3, but not $client2. Each client has its own queue in our tracking software for attention by the helpdesk, ie. us, known as $clientx-hdk. $client2 also has another queue in our system specifically for software distribution, and this is known as $client2-hdsd. The other two clients have software distribution assigned to $clientx-hdk.
This is a $client1 call. Remember that as you read the history.
As I said, I originally sent this straight to $Onsite. This is their response:
iexplore.exe is locking up PC. CPU @ 5%
Client is mainly running word and notes.
Client does not want to reimage the PC due to large commitment to the configuration of client settings and desktop.
Placing call with $client2-hdsd for a push of IE 6.x to this desktop.
SAS180697
$Onsite referred it to $Procurement. Why? I don't know. Notice which queue they said they were referring it to. $Procurement's response was as follows:
Hi $tech.
Can you please re-direct this call to correct resolver group. $Procurement cannot action this call.
Thanks
No problem there. They referred the call back to $tech, who promptly referred it to $client2-hdsd like he was originally going to. He hasn't yet noticed that this is the wrong group.
$client2-hdsd got their hands on it and promptly corrected $tech's problem.
This is a $client1 software push, not $client2. Am transferring to $client1-hdk for actioning
Total time elapsed... well, I'm not going to be bothered adding it all up. Suffice to say that the original call was logged 03/05/2004 17:20:02 and it arrived back at $client1-hdk 04/05/2004 13:45:53. So almost a whole day was wasted because $tech could not tell the difference between $client1 and $client2.
*The reason for the 'necessary obfuscation' was put best by the author of the Enter the Cow-orker site, who put it thusly: "Only the names have been changed because I'm too frightened to contemplate what my workplace would be like if the Cow-orker were to discover this site and put two and two together (even if it is highly unlikely that she'd actually get four)." I don't want to have someone suddenly discover that I'm talking about him here, so I obfuscate the details to protect... well... me.