Today’s post is different. I will tell you a set of real stories that some colleagues told me in the past. But these stories are not about Remedy development, but form IT support activity.
You never know what a user can ask you or do. Today, two of them…
The color broke the Internet
A user calls saying that she has no Internet. Service desk staff tries to remotely control the PC, but effectively the machine hadn’t a network connection. A technician moved to see the PC. At arrival he discovered that the network cable was missing. The technician said to the user a cable was missing and probably someone stole it. The user opened a drawer: “Do you mean that cable?”. The technician, stunned, said: “yes”, got the cable and started to plug it in. The user then said: “No, you can’t plug that cable on my computer”. “Why?”. “Don’t you see? Take a look”. The technician looked at the computer thinking about the crazy user. Then the user started: “See, the monitor is black, the computer is black, the keyboard is black, the mouse is black all cables are black, except this one that is green. It doesn’t look well.”. And the technician said: “All our network cables are green. You must accept this color.”, “No, I don’t”, “So, If I don’t plug this cable, you can’t have access to the Internet”, the reply of the user was: “So, we have a problem because I need Internet to work”.
The broken microwave
A technician went to a pharmacy to upgrade the management software to the next version. Everything goes ok, checked it with the customer and went back to the main office. While in the car, the technician received a phone call from the incident coordinator asking him to return to the pharmacy, because something is broken. At arrival, the angry pharmaceutic said to the technician that he broke the microwave with the software upgrade. The microwave worked well just before the upgrade and after it is broken. So some kind of high voltage was emitted from the computer during the upgrade and the microwave suffered it. The technician called the coordinator to tell him the case. Do you guess the answer of the coordinator? “Go to the nearest shop and buy a new microwave.”
Today’s post is different. I will tell you a set of real stories that some colleagues told me in the past. But these stories are not about Remedy development, but form IT support activity.
You never know what a user can ask you or do. Today, two of them…
The color broke the Internet
A user calls saying that she has no Internet. Service desk staff tries to remotely control the PC, but effectively the machine hadn’t a network connection. A technician moved to see the PC. At arrival he discovered that the network cable was missing. The technician said to the user a cable was missing and probably someone stole it. The user opened a drawer: “Do you mean that cable?”. The technician, stunned, said: “yes”, got the cable and started to plug it in. The user then said: “No, you can’t plug that cable on my computer”. “Why?”. “Don’t you see? Take a look”. The technician looked at the computer thinking about the crazy user. Then the user started: “See, the monitor is black, the computer is black, the keyboard is black, the mouse is black all cables are black, except this one that is green. It doesn’t look well.”. And the technician said: “All our network cables are green. You must accept this color.”, “No, I don’t”, “So, If I don’t plug this cable, you can’t have access to the Internet”, the reply of the user was: “So, we have a problem because I need Internet to work”.
The broken microwave
A technician went to a pharmacy to upgrade the management software to the next version. Everything goes ok, checked it with the customer and went back to the main office. While in the car, the technician received a phone call from the incident coordinator asking him to return to the pharmacy, because something is broken. At arrival, the angry pharmaceutic said to the technician that he broke the microwave with the software upgrade. The microwave worked well just before the upgrade and after it is broken. So some kind of high voltage was emitted from the computer during the upgrade and the microwave suffered it. The technician called the coordinator to tell him the case. Do you guess the answer of the coordinator? “Go to the nearest shop and buy a new microwave.”