Dear Users... (A thread for Sysadmin, Technical Support, and Help Desk people)

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Have you also had callers on the other end of the spectrum? Where they start out with, "I'm having this specific problem: when I try X, Z happens instead of Y, and I've so far tried this, this and this to fix it, with some success, but it really looks like there might be an issue with system."
Yes, but very rarely.

Has anyone done something like this?...
No. While amusing, that would be terrible customer service.

  • Know how to use the mouse to navigate to the lower left-menu and click to open it
  • Know that the menu contains items you can open
  • (Very important) Understand how copy-and-paste works, both with keyboard shortcuts and File -> Copy / File -> Paste
  • (Important) Know you can use the TAB key to navigate to the next field on a form instead of going for the mouse all the time
  • On desktop systems, understand you can minimise windows, and resize them so you can have more than one open on the screen at once
  • Know how to adjust the sound card's volume
  • (Advanced knowledge) Understand the difference between a file and and application (e.g. you can often use more than one application to work on a file)
  • (Advanced knowledge) Know the difference between a local folder and a file share
I'd add Enter = OK and Esc = Cancel.

They've decided that's a permanent trait on their character sheet. It happens with other things: people declaring "oh, I just can't do art, I don't have any talent!" or "I'm just no good with math!" etc etc. Sometimes it's a choice they make because they like the stereotype's attributes and wish people to think that of them; like the men who pretend they can't do anything remotely domestic because that makes them manly, or the women who pretend they can't do anything technical because that makes them womanly. Sometimes it's just because they're lazy and don't want to bother with a whole field of work, like cooking or yard work or decorating.
Being charitable, I'd say that at least some of my callers have decided that computers are in the same box as calculus, molecular biology and how to build an Adirondack chair as skills that require a lot of focus and time to learn, and that they have no need to learn anything more than the absolute basics, and wouldn't have time anyway.
 
Well, just Right Click in general, context menus are damned handy.
Also - which button power cycles the computer and (Advanced) With the rise in VMs for remote work, where your computer actually is.
I've had a number of conversations at work that summed up as "My VM locked up, so I tried rebooting my laptop and that didn't fix it"

There's something called the ICDL, which is a 2019 rebranding of the ECDL, or European Computer Driving License. Like my car analogy above, the ECDL/ICDL started out as a direct analogy to a driver's license, but for computers. Since then it's morphed into a series of certifications.

From ICDL For Europe:
ICDL Europe said:
ICDL Workforce gives people the skills they need to get a job, develop at work, and build their careers. ICDL Workforce modules cover a broad range of skills, from the basics to more detailed topics.

ICDL Professional has been tailored to meet the demands of professionals across a broad range of sectors. From finance to marketing, and education to healthcare, ICDL Professional provides the specialised digital skills that are needed to excel.

ICDL Digital Student is a comprehensive structure to support students’ digital skills as they develop. It supports younger students gaining basic digital skills and learning appropriate online behaviour. It also supports older students in embedding skills for appropriate and secure online activity while developing skills for later work and personal life.

Digital Citizen is a programme that is designed specially to cater to people who have no experience whatsoever of using computers and being online.

The courses themselves are offered by a variety of for-profit and non-profit entities. Sometimes the certification is free, while others cost up to £1200 for advanced courses. The syllabus for each module in the courses is on-line and can be downloaded, which would be useful if you want a baseline for what you want your employees to know.

Truth be told, even "basic" knowledge covers a fairly broad set of skills. The modules in ICDL Workforce are:

Essential Skills
  • Essential Applications
  • Computer and Online Essentials
  • Computer Essentials
  • Online Essentials

Office Applications (Although the syllabus for each of the following is not geared to any one application, course providers by and large focus on Microsoft products)

  • Documents
  • Spreadsheets
  • Presentation
  • Teamwork

Good Practice

  • IT Security
  • Online Collaboration
  • Data Protection
  • Remote Work
 
But it's voluntary, right? You have to decide that you want these skills and have a need for them, and you have to pay whatever costs are involved, and you have to spend the time. Lots of people won't decide to do it. Unfortunately. Because it looks like a pretty good syllabus to me.
 
Apart from anything else, the interface for viewing the formulae in the cells seems very cumbersome to me (but I may well be missing some simple trick for viewing them),

Early on when there were restrictions on the number of cells, row and sheets, spreadsheets were space constrained and you had to use complicated formulas.

Now space constraints have disappeared, it is far easier to break formulas into bite-sized calculations creating subtotals as you go along. This makes them simpler to debug as you can build in sense checks.
 
You can always write out the formulae in easy pieces in cells formatted as text, concatenate the text together in another cell, then format that cell as "General" and it'll work.

I use Excel when I have to put a lot of data into a SQL statement. Like if I have a list of hundreds of ID numbers of something, I have them in a column, then do a column that concatenates that cell with the appropriate single quotes or parentheses or commas as needed for my SQL statement, then copy the whole new column and paste it into my SQL. Manipulating text in Excel can be a real time saver. And you keep the spreadsheet so if people have issues with your work you can send it to them and say "my data included this list of whatever, indicate which you want to remove, or add more to the list".
 
And you keep the spreadsheet so if people have issues with your work you can send it to them and say "my data included this list of whatever, indicate which you want to remove, or add more to the list".

Which they then send you with changes...as a series of screenshots pasted to a Word doc :)


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...snip..

I use Excel when I have to put a lot of data into a SQL statement. Like if I have a list of hundreds of ID numbers of something, I have them in a column, then do a column that concatenates that cell with the appropriate single quotes or parentheses or commas as needed for my SQL statement, then copy the whole new column and paste it into my SQL. Manipulating text in Excel can be a real time saver. And you keep the spreadsheet so if people have issues with your work you can send it to them and say "my data included this list of whatever, indicate which you want to remove, or add more to the list".

Duh, I've never thought of doing that....
 
Duh, I've never thought of doing that....

It also lets you use "remove duplicates" without having to look through a huge list of comma-separated values. Or you can put them in alphabetical or numeric order easily. Everything in my database has long, irritating internal ID numbers so every query is "select 123,124,125 from blah when thingy in (456,457,458) and otherthing in (678,679,680)" etc, with really long lists of IDs for every element, and people constantly adding to and taking away from those lists. If I didn't manage them with Excel it would be horrible trying to keep track of what values I was actually querying for.

The project I'm doing now is for super important bigwigs so I not only track which elements they ask for, but when they do so (123 added on 12/1; 345 excluded per BW on 12/7, etc). The most important IT skill, of course, is CYA. (I've had enormous fun in the past by being able to whip out at meetings "actually, on 11/8/2016 you told me to exclude X from consideration, and you confirmed that in a followup email sent 11/10/2016. Forwarding that to the group now." The look on their face when they try to throw you under the bus and it doesn't work...priceless!)
 
Managers.

If I can't talk to your team because it's "inappropriate" or "going over your head" then you have to.

Long story short we've been planning/implementing a fairly major change in remote access software due to larger amounts of people working from home. This requires users to access remote software in a slightly different way.

A complete breakdown with "Break it down Barney style" FAQ, screenshots, even things to do if it doesn't work was sent from my Boss's Boss to the Managers of the company we IT Support for with the instructions to disseminate this to all your people. This was 2 weeks ago. Reminder e-mails were sent twice since then.

I walk in this morning to horde of screaming "My remote access isn't working" and dozens of absolutely blank faces when I mentioned the Remote Access Process change to them.
 
Try using the command line "net user <userid> /domain" will get you a lot of information about the user including last login.

Yeah, that too; good catch :). PowerShell tends to be my go-to, so I forget about the older stuff.


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PowerShell to get the last logon date:

(Get-ADUser -Identity $Username -server $DomainController -Properties "lastlogondate").lastlogondate

The nice thing about this is that it's just the date, in date format.


Here's something infuriating. We have a task that the T2 on the late shift is required to do once a week. We check in on all our staff who are posted overseas to make sure they've logged on within the last 30 days. If they don't, their account is automatically made inactive and it's a pain in the bum for them to get it reactivated.

So far so good. Last logon is an attribute that is tracked in Active Directory. Look them up, open their Properties, and wait! the Attribute Editor tab is missing!

We have to go to their Member Of tab, open their Role Group Properties (assigned according to their position in the org structure of the department), close the user's Properties, check the Members tab of the Group Properties, double click the user there to reopen the user's Properties and now we can see the Attribute Editor tab.

That's crazy. Any other AD users have something like this?


I had this post mostly done last week but I wasn't going to finish it over the weekend, but you could get it in PowerShell

This should get you the last logon date for a list of users:

Import-Module ActiveDirectory

$Usernames = "user1", "user2", "etc"
$Domain = "your.domain"
$DomainController = ((Get-ADDomainController -Discover -Domain $Domain).hostname).value

[System.Collections.ArrayList]$Userlist = @()


ForEach ($User in $Usernames){
$LastLogon = (Get-ADUser -Identity $User -server $DomainController -Properties lastlogondate).lastlogondate
$User = (Get-ADUser -Identity $User -server $DomainController -Properties name).name
$Tmp = [pscustomobject]@{'Name'=$User; 'Last Logon'=$LastLogon}
$Dummy = $Userlist.add($Tmp)
}

$UserList
If you just want a list of everyone who hasn't logged on in 30 days you could do this. I'm sure there must be a more efficient way, but this should still work.

Import-Module ActiveDirectory
$Domain = "shared.mbgov.ca"
$Today = Get-Date
$DomainController = ((Get-ADDomainController -Discover -Domain $Domain).hostname).value
$UserList = (Get-ADUser -filter "*" -server $DomainController -Properties Name,lastlogondate) | Where {($_.LastLogonDate -lt $Today.AddDays(-30))}
$UserList | select name,lastlogondate | ft
 
But it's voluntary, right? You have to decide that you want these skills and have a need for them, and you have to pay whatever costs are involved, and you have to spend the time. Lots of people won't decide to do it. Unfortunately. Because it looks like a pretty good syllabus to me.

Actually, my idea wasn't that people run out and get the ICDL certifications. It was the syllabuses could be used as a baseline for the skillset(s) required to do the job. Employees found to be lacking in those skills could be given access to resources to get them to the minimum level required.

As I said earlier, you might have to use a big stick: either demonstrate you now have the required skills, or be prepared to make way for someone who does. Because, as our records show, you've cost the company time and help desk hours because you don't have the skills necessary to do your job.
 
Actually, my idea wasn't that people run out and get the ICDL certifications. It was the syllabuses could be used as a baseline for the skillset(s) required to do the job. Employees found to be lacking in those skills could be given access to resources to get them to the minimum level required.

As I said earlier, you might have to use a big stick: either demonstrate you now have the required skills, or be prepared to make way for someone who does. Because, as our records show, you've cost the company time and help desk hours because you don't have the skills necessary to do your job.

You know, given that computers have been a part of standard office tools for 25-30 years now, it amazes me how inept a lot of people can be at the basics of using a computer and still keep their job. If you can't even bang out a letter in a word processor or send it as an email attachment without calling IT to explain how to do it, or you can't open an application because an icon got moved, your employer should insist that you either learn how real quick or find another job.
 
You know, given that computers have been a part of standard office tools for 25-30 years now, it amazes me how inept a lot of people can be at the basics of using a computer and still keep their job. If you can't even bang out a letter in a word processor or send it as an email attachment without calling IT to explain how to do it, or you can't open an application because an icon got moved, your employer should insist that you either learn how real quick or find another job.


Round about the time Wang developed a cost accessible (for mid-sized businesses) word processing system in the mid 70s, there appeared this little couplet, known as "The Secretary's lament";

I really hate this damned machine. I wish that they would sell it.

It never does just what I want, but only what I tell it.​


Very little has changed since then.
 
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Things I Wish More People Knew, Part 49325: The letter doesn't matter.

The letter of the alphabet that you use to refer to a network drive is arbitary. There are some standard conventions in use in this organisation, but by and large telling us that you need access to the K: drive doesn't actually tell us anything about what network location you need access to. Every network share has a name - in this organisation, that name is an 8-digit number. We need to know that name in order to give you access to it.

Tier 1s, you should know this too.

So glad we're migrating to a sharepoint environment, even though it will break many brains. They're just going to have to get used to it.
 
Things I Wish More People Knew, Part 49325: The letter doesn't matter.

The letter of the alphabet that you use to refer to a network drive is arbitary. There are some standard conventions in use in this organisation, but by and large telling us that you need access to the K: drive doesn't actually tell us anything about what network location you need access to. Every network share has a name - in this organisation, that name is an 8-digit number. We need to know that name in order to give you access to it.

Tier 1s, you should know this too.

So glad we're migrating to a sharepoint environment, even though it will break many brains. They're just going to have to get used to it.

I've been meaning to post about this for ages. We're moving onto Sharepoint as well and although we're having teething problems with access rights and stuff, it's far better than someone saying 'oh, I've copied it onto the O:'. Yet another thing that isn't mentioned in induction and basic training sessions.
 
You know, given that computers have been a part of standard office tools for 25-30 years now, it amazes me how inept a lot of people can be at the basics of using a computer and still keep their job. If you can't even bang out a letter in a word processor or send it as an email attachment without calling IT to explain how to do it, or you can't open an application because an icon got moved, your employer should insist that you either learn how real quick or find another job.

It's mostly propagated by bad managers or crappy HR, either as "Oh, that's just John. He's not very good with computers" or "It's hard to recruit\fire someone" (because it's not like they don't show these problems in the probationary period).

This attitude rises and becomes informal policy, IT get told that it's their responsibility to and "you wouldn't have a job without these people" :rolleyes:

And no, it's not just older people, I've seen loads of 20 year olds who are deficient in basic knowledge (beyond social media on their phones)
 
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