back to article BOFH: State of a job, eh? Roll the Endless Requests for Further Information protocol

BOFH logo telephone with devil's horns "I just want to check the state of a job," the Boss says, burbling away on the PFY's hands-free. "A support call?" the PFY says. "It'll be in the system." "I know it's in the system," the Boss snaps back. "It's got a job number. What I WANT to know is the state of the job." "It's in …

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Re: Talking of " in the system"...

Defenestrations? Just teething problems with, er, ... windows installs, you mean, or of course it could be a data normalisation warning

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Sometimes it's the Boss

Company I was with had a helldesk system just like that. Problem was, sales were falling because the printer in the sales dept had been borked for so long.

I was asked to take the desk over, fit it into my spare moments, so I did the job properly. A couple of months later sales are back up again. But management decides I am "spending too much of your valuable time" on it, a euphemism for my once-weekly round-robin status emails, which were embarrassing said managers for not getting things done.

So it gets passed back to a secretary who could teach the PFY a thing or two. Couple more months and it is back to square one.

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Joy!

I've so missed BOfH! Good to see it back, and with a scorcher no less!

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Happy

Speaking of confusion.....

Here's how to confuse the Taxman.

I'm sure that I read about this in a book by Sir Patrick Moore but I might be wrong:

First letter to the taxman, My Ref: ABC123

Next letter, My Ref: ABC124

Next letter, My Ref: ABC126

In which you state that all the info that they required was in the previous letter, My Ref: ABC125. (which obviously does not exist)

I've done this and it feels good!

It's nearly pub o'clock and as there are no police here we drive there and back, ooops!

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Unhappy

Re: Speaking of confusion.....

Problem with that is that the taxman doesn't care about anything you say. If they don't have the information they required they assume you didn't provide it and chug along accordingly. You feel the pain, not them.

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Re: Speaking of confusion.....

Ah, the equivalent of releasing four piglets in a Walmart store with the numbers 1, 2, 3 and 5 painted on them, then watching as the security team frantically try to locate #4.

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Re: Speaking of confusion.....

You're not fooling me, number 6!

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Re: Speaking of confusion.....

You're not fooling me, number 6!

Reminds me of the bloke running a boating lake, he had a megaphone to call in the people who had had their alloted time...

"Number six, you're time is up"

"Number six, please come in now, you're time is up"

"Number six, come back in!"

...

"Number nine, are you in trouble?"

:)

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more, more, more!

> The more calls you resolve, the more calls you get.

I've heard that in the military there's a saying: "Take more than your share of objectives, and you'll be given more than your share of objectives to take."

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Re: more, more, more!

It is called performance punishment. If you perform too well, you get more things to do.

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Re: more, more, more!

aka the Ponder Stibbons principle

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Again the BOFH teaches me something

As a user I'm learning all the tricks of IT at work.

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Re: Again the BOFH teaches me something

Simon's plan is working. You think you know more than you do, inevitably you will start trying to use the flawed knowledge to climb the corporate ladder. That's when you will become the sacrificial goat to the real plan Simon had running. Plans within plans within plans...

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Anonymous Coward

Missing item

BOFH and PFY are missing one item in their process: Every response to the user needs to start a timer that will automatically close the call "due to lack of user response".

I think it was McAfee tech support used to do that. You'd open a call with them, get the usual questions to weed out the bonehead mistakes, then eventually get a recommendation to do something like "uninstall the software, reboot the server, power down the system, power up to do a full memory test, power down and arrange the internal cables in a good feng shui pattern, power up and reinstall the software and all patches (with a few reboots), etc. Since this was a production server, we can't just do that on a whim, so we'd schedule downtime for a weekend. If the weekend was too far away, the ticket would be auto-closed on us.

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Re: Missing item

Yes, I’ve had “support” incidents where they send an email on Friday and if I’ve not replied to it by Monday they just close the case as “resolved”. Bastards.

The other end of the spectrum is a few open source projects where I get Bugzilla emails for things I filed 17 years ago.

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Re: Missing item

Sorry! That's usually me. I'm of the opinion that necromancy is always better than starting a new issue over from scratch and having to cover the same ground over again (assuming the previous history is still relevant), but wow is there some disagreement on that point.

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Alert

True to life

My wife works for the State of California (I won't say which department, for obvious reasons), and their IT people follow Simon's "problem resolution" process exactly. They specialize in closing tickets without actually doing anything at all toward fixing the problem. So they start another ticket, lather, rinse, repeat.

From other commentards, it seems that Blighty has similar issues, so apparently the BOFH and the PFY are training helldesk people on both sides of the Pond.

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Re: True to life

Oh, that much is an obvious result of an incentive system that grades people by how quickly they close their tickets.

Moral: performance incentives are harmful to performance. As far as I know, there are no exceptions to this rule.

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Missed a trick.

Tickets come with a Target Resolution Time. To avoid a breach and the associated hassle from management, merely get the user to admit that whatever they're winging about is causing a problem and then convert the ticket to a problem. Problems have no TRT and can be safely allowed to moulder in peace.

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TRT
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Re: Missed a trick.

You called?

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Welcome back Simon. I thought for sure something had happen to you and you were occupying a rolled up carpet somewhere in a landfill.

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Anonymous Coward

Boss down a highway at night that runs along Loch Ness.

The Scots are not responsible for Brexit. In the event that the people you mention receive appropriate treatment, the correct disposal point for the remains would be the fons et origo of the whole thing - the Fellows Pond at Eton College.

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This post has been deleted by its author

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ERFI...

I like it!

Just not on the receiving end.

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Meh

"Look," the Boss sighs, "I just want to know where this job is at."

"Excuse me, my good man! Around here, we do not end a sentence with a preposition!"

"Oh, all right then. ''Where is this job at, fuckface?''"

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Our helpdesks specialities

Our help desk has 3 specialities:

1) Answering calls but not logging or telling users to contact us direct. The user then contacts us direct, which they shouldn’t do and then get told to log it with the help desk. At this point we found out they had contacted the help desk.

2) Totally ignoring users emails ( probably deleting them). Normally find out when the user forwards the original request.

3) Logging things which shouldn’t be logged (some seriously stupid non IT stuff).

They have excelled in getting such talented staff.

Despite being 3 levels of hierarchy above them I log more calls than some of their staff...

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It’s a trap.

There’s a been a conversation, an excuse, a smear of a problem as a diversionary tactic. No problem at all. What’s the case number? #speeddialyup

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FAIL

This BOFH is a rank amateur!

Why does he let tickets in to the system in the first place?

He could take lessons from Virgin Media in preventing that. Alongside never answering the phone (just torture them with menus that go nowhere, adverts, and piped screaming) or the online 'chat' facility (a much more benign "try again later"), you just don't provide any system that could accept a ticket into it.

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What about TalkTalks technique?

After a good half dozen calls, give an answer (barely) that is completely unrelated to the original question and close the ticket.

Follow that up in 2-3 months time with a call to ask if you are happy with the solution to the completely unrelated problem.

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The System is real

The worst part of this New-Fangled World of Tomorrow we live in is that computers really can be imposed between users and the support staff ostensibly there to help them.

My cable company even introduced an automated "Stupid Luser Tricks" system on their phone-support line a few years back. Now if you call in to report that you can't access the Internet, instead of getting a tech at all, you get connected to a phonebot that (a) talks you through the steps of resetting your cable modem (in the laborious detail typical of interfaces designed for the lowest common denominator), and (b) actually checks that you're following along with every tedious step. So when it says "unplug your modem", your modem had damn well better power down, because if the system's able to reach it after you said it was unplugged, you're in for a whole world of "Hmmm, something doesn't seem right. Let's start over..." pain.

As much as this frustrates me personally (as a technically-minded customer), in theory it could be a good thing. A lot of support's time really is taken up solving "problems" that only require them saying, "Have you tried turning it off and on again?" Eliminating that tedium could mean that they're more available to focus on handling real issues. Or, it would, if the introduction of automated level 1 support didn't always coincide with a reduction in human support staff. So the few who remain are just as overworked, except now all of their time is spend handling only two types of issues: Real problems that can't be solved with a simple power cycle / reset, and new problems created by the automated idiot-support system.

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Re: Actually, the System is not real whenever IT Supplies are Surreal

Real problems that can't be solved with a simple power cycle / reset, and new problems created by the automated idiot-support system. ...... FeRDNYC

That sums up succinctly the present persistent geopolitical situation and Earthly humanised dilemma, FeRDNYC

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Christmas is saved and comes ealry

Hurrah Christmas is saved and comes early as the BOFH finally returns

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