I love these tickets, really

[feren]

Got a ticket in my helpdesk queue from 6/11 that I just got around to looking at today. The summary was chosen from a pull-down menu of available options, and is fairly succinct: Network - VPN Connectivity Problem. I think to myself, Okay, so it's some sort of problem. Let's see what their issue is! I open the detail description pane in Remedy and what do I see? Having a problem connecting through the VPN.

Really? That's all? That's it? No information about what you're doing, what the error code is, how I can recreate this problem?

Dear $EMPLOYER helpdesk: I hate how you allow users to "self service" and submit a ticket on their own, because there's no way this should have made it to the Engineering support tier with a description that uselessly vague and open.

Comments

[wolfbrotherjoe.livejournal.com]

Wow, amazing.

Doesn't even let you know the extent of the problem. Is it intermittent? Are they logging in and then getting booted? Can they not even reach the VPN? Can they get to VPN but can't log into their computer from there? is it just running really really slowly? What is the problem?

[feren.livejournal.com]

Ding ding ding, got it in one.

This is why we have helpdesk techs, to pull this information out of the users so that high-paid engineers like myself don't spend hours having to do it. Our director has repeatedly told us "I pay you too much to be working at that low a level."

[frostyw.livejournal.com]

Send it back.

[feren.livejournal.com]

Cannot unsee.

[wolfbrotherjoe.livejournal.com]

At least your director recognizes that.