Dear Users… (A thread for Sysadmin, Technical Support, and Help Desk people) Part 10

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zooterkin said:
That is the date when UNIX time starts, but it takes some imagination to make it a limitation in a user-facing application.
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Someone from the "Teach yourself <language > in 24 hours" calling a system date function instead of the sql or whatever date function they actually wanted and not testing it maybe?
I've done that in java where auto import pulled the wrong package but the consequences are manyfold and obvious so hard to miss.
 
zooterkin said:
That is the date when UNIX time starts, but it takes some imagination to make it a limitation in a user-facing application.
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In my experience, the only time our developers show any kind of creativity is when it’s a question of making things absurdly unusable for our user base.
 
Users.

Listen, you do you. But probably a good idea to not just forward an e-mail chain that's been going on for months that has A) A crap ton of extemporaneous info that has nothing to do with your technical issue and B) A DOUBLE METRIC CRAP TON of patient information and HIPAA in it to us to generate a ticket out of it.

Long story short Physician and a group of nurses have a long e-mail chain going back and forth about a patient and at some point in all of the Physician offhandedly mentions that he can't pull up Microsoft Teams on his phone which is why it took him a minute to answer one of their questions so one of the nurses, and listen I know her heart was in the right place and at least she used the ticketing system which is a small miracle, forwarded the entire e-mail chain to our inbox. Like 60 pages and 3 months of back and forth email with patience information, financial information all so we could get a one sentence from Dr. So-and-so saying he needs Teams on his phone which is all we're concerned with.

Like the title of the ticket that autogenerated off the email is "CHEST PAIN - (PATIENT NAME) - (SOME MEDICAL CODE)" because that was the subject line of the e-mail chain this got created with.

It's not like a violation, we've all had extra HIPAA training and everything is on a secure system and I right this moment I'm going to ask the help desk "Hey can we just cut out everything that isn't what we need out of that ticket before we start working it?" but that is a REAL bad practice there people that could very easily screw people over if they weren't careful.
 
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JoeMorgue said:
Users.

Listen, you do you. But probably a good idea to not just forward an e-mail chain that's been going on for months that has A) A crap ton of extemporaneous info that has nothing to do with your technical issue and B) A DOUBLE METRIC CRAP TON of patient information and HIPAA in it to us to generate a ticket out of it.

Long story short Physician and a group of nurses have a long e-mail chain going back and forth about a patient and at some point in all of the Physician offhandedly mentions that he can't pull up Microsoft Teams on his phone which is why it took him a minute to answer one of their questions so one of the nurses, and listen I know her heart was in the right place and at least she used the ticketing system which is a small miracle, forwarded the entire e-mail chain to our inbox. Like 60 pages and 3 months of back and forth email with patience information, financial information all so we could get a one sentence from Dr. So-and-so saying he needs Teams on his phone which is all we're concerned with.

Like the title of the ticket that autogenerated off the email is "CHEST PAIN - (PATIENT NAME) - (SOME MEDICAL CODE)" because that was the subject line of the e-mail chain this got created with.

It's not like a violation, we've all had extra HIPAA training and everything is on a secure system and I right this moment I'm going to ask the help desk "Hey can we just cut out everything that isn't what we need out of that ticket before we start working it?" but that is a REAL bad practice there people that could very easily screw people over if they weren't careful.
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This is sort of my field, and that situation is quite alarming on a number of levels. Hope someone gets pulled up sharpish about it, nice as they may be.
 
You know what annoys me? When someone doesn't use the Short Description field to actually describe the incident.

The other day I saw four consecutive incidents my my queue, all of which had a Short Description reading "IT person needs to visit to rectify".

My fury was unbounded. This had not only been sent to us by the client, it had been passed through unaltered by T1 agents.
 
arthwollipot said:
You know what annoys me? When someone doesn't use the Short Description field to actually describe the incident.

The other day I saw four consecutive incidents my my queue, all of which had a Short Description reading "IT person needs to visit to rectify".

My fury was unbounded. This had not only been sent to us by the client, it had been passed through unaltered by T1 agents.
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Hey, maybe they just like IT company.

When we show up in a bay with our ladder cart, when there's a problem, people are happy to see us. When we show up for scheduled work it's 'Oh, I never heard nothing about this'. 'Oh, you're going to take the bay down?!?!'. Heck, just getting into a bay to do scheduled vehicle operations that don't interfere with production and you'd think we were jamming them up. If only communication channels and the people using them worked as intended.
 
arthwollipot said:
You know what annoys me? When someone doesn't use the Short Description field to actually describe the incident.

The other day I saw four consecutive incidents my my queue, all of which had a Short Description reading "IT person needs to visit to rectify".

My fury was unbounded. This had not only been sent to us by the client, it had been passed through unaltered by T1 agents.
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I literally never get anything but that. Unless it's autogenerated by the system all I get is "HELP!!!" or "Need Assistance!"
 
Dear User: I'm thrilled by your enthusiasm. However, perhaps it might be better if you let the nitty-gritty details of the specifics of the workings of the SQL query be handled by me, because I am literally certified as an expert in this particular database, and you don't even have read access to it. Your idea of the table is wrong, your notion of the fields is wrong, your understanding of the data is wrong, and also your house that we can see on camera in Teams meetings is poorly decorated and probably dirty. You don't tell me how to obtain data from the database and I won't tell you how to win a geriatric meth-head troll doll lookalike pageant, okay? Let's stick to our fields, which in my case includes all the fields in the database and in your case includes whatever meadow you leave your droppings in, you filthy animal. I hope a hawk swoops down and snatches your lice-ridden scalp right off! [rest of post redacted because I start to say things that could be interpreted as being a little bit mean]
 
TragicMonkey said:
Dear User: I'm thrilled by your enthusiasm. However, perhaps it might be better if you let the nitty-gritty details of the specifics of the workings of the SQL query be handled by me, because I am literally certified as an expert in this particular database, and you don't even have read access to it. Your idea of the table is wrong, your notion of the fields is wrong, your understanding of the data is wrong, and also your house that we can see on camera in Teams meetings is poorly decorated and probably dirty. You don't tell me how to obtain data from the database and I won't tell you how to win a geriatric meth-head troll doll lookalike pageant, okay? Let's stick to our fields, which in my case includes all the fields in the database and in your case includes whatever meadow you leave your droppings in, you filthy animal. I hope a hawk swoops down and snatches your lice-ridden scalp right off! [rest of post redacted because I start to say things that could be interpreted as being a little bit mean]
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You do SQL queries for farm animals??
 
TragicMonkey said:
Dear User: I'm thrilled by your enthusiasm. However, perhaps it might be better if you let the nitty-gritty details of the specifics of the workings of the SQL query be handled by me, because I am literally certified as an expert in this particular database, and you don't even have read access to it. Your idea of the table is wrong, your notion of the fields is wrong, your understanding of the data is wrong, and also your house that we can see on camera in Teams meetings is poorly decorated and probably dirty. You don't tell me how to obtain data from the database and I won't tell you how to win a geriatric meth-head troll doll lookalike pageant, okay? Let's stick to our fields, which in my case includes all the fields in the database and in your case includes whatever meadow you leave your droppings in, you filthy animal. I hope a hawk swoops down and snatches your lice-ridden scalp right off! [rest of post redacted because I start to say things that could be interpreted as being a little bit mean]
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I admire your restraint, TM.
 
It's probably been a long week. We've just had a heated argument over whether a lettuce wrap is a sandwich (it isn't) and whether water is wet (it isn't).
 
Dear Users.

One of these is a technical issue, the other is an administrative decision.

1. You cannot print to a printer because it returns a technical error code.

2. You cannot print to a printer because it is in the office manager's office, is clearly labeled "Only for (Name of Office Manager's) Use" on the printer in a label, and when you print to it it returns an "Access Denied" error and the Office Manager sent out an e-mail last week to everyone explaining that she didn't want anyone printing to and was going to ask IT to "lock it down" as she put it and I know this because she CCed the IT Group in the E-mail and sent us a ticket to make the permission changes the same day.
 
It's just annoyed me doubly because

A) It's just obviously the Office Manager's Printer. It's in her office, an office which isn't like a super-secured SCIF space but it's a private office with a door. It's out of the way and not like in an area that you pass through to get somewhere else. The idea that you would think that's a public use printer is just... weird.

B) Again and yes I'm still on this, it's 2023. There should be like one printer in the office that gets used occasionally. Printing should not be part of the general workflow for a generic office position and almost zero paper generated for purely internal processes.

It's an office of 50, 60 people ish people and it has 7 big huge multifunction waist high printer/scanner/copiers and about as many desktop printers, 2 fax lines, and an entire contractor to haul away their paper waste for shredding... all for no reason.

It's on the computer. Everything you do is on the computer. Every person at every step in this process is sitting at a computer. They can look at the anything you do on their computer. That's what network is. I don't know how to get this concept across to them. 99.99% it's one old lady printing something out and walking it over to another old lady who is logged into the exact same network, on the exact same application, fully and 100% capable of looking at the data/info there.

There should be like, at most, a printer at the front desk because yeah I get that you have to give paperwork to patients even these days (and I'm not counting things like the printer in the lab that prints out labels for specimen containers or the one in the pharmacy that prints out labels for pill bottles, I'm talking general "office" printers) and one, maybe two big multi-function units for scanning/copying/occasional printing.

We don't need a printer for every 2-3 people and all those printers working nonstop.

Like I won't argue that the medical field is long term a net negative because they kill so many trees that eventually oxygen depravation will counter-balance any medical help they provide, but I won't not argue it either.
 
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