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Nev
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Longest IT support ticket?

I entered a call back in March to say that the install of
SAP on my laptop was no longer working and was throwing
up error messages.

The IT department has just got back to me this morning saying
I should give them a call so that they can try and fix it.


6 months.

Anyone got a longer wait than that?


 
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Re: Longest IT support ticket?

Not in terms of elapsed time, but in terms of man days yes ... got into work one monday morning to find that the main unix server was empty ... yes no files on it at all ... not even the operating system ... it took them 3 weeks to fully restore the server, in which time 30 of us basically sat there doing sweet fa ...


... so what went wrong? well nobody really knows because the log files were deleted to ... however lets have a guess, over the weekend someone had come in to do a backup of the CM system, the process they follow is to log in as root!!! tar up all the files, copy them onto tape backup and then do "rm -fR *" to delete the backups from the hard disk ... now what could have possibly gone wrong there then

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Re: Longest IT support ticket?

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and then do "rm -fR *" to delete the backups from the hard disk ... now what could have possibly gone wrong there then
Oh, the numb b'stard.
 
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Re: Longest IT support ticket?

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Originally Posted by 156Chris View Post
Not in terms of elapsed time, but in terms of man days yes ... got into work one monday morning to find that the main unix server was empty ... yes no files on it at all ... not even the operating system ... it took them 3 weeks to fully restore the server, in which time 30 of us basically sat there doing sweet fa ...


... so what went wrong? well nobody really knows because the log files were deleted to ... however lets have a guess, over the weekend someone had come in to do a backup of the CM system, the process they follow is to log in as root!!! tar up all the files, copy them onto tape backup and then do "rm -fR *" to delete the backups from the hard disk ... now what could have possibly gone wrong there then

Lol I don't know who's to blame more there, the person who typed it or the person who decided that was a fool proof backup procedure.
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Re: Longest IT support ticket?

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Lol I don't know who's to blame more there, the person who typed it or the person who decided that was a fool proof backup procedure.
Easy ... they are (were!!!) one and the same person
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Easy ... they are (were!!!) one and the same person
I think the correct term then is "n00b"
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Re: Longest IT support ticket?



Stop all production
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Re: Longest IT support ticket?

It was hard justifying the overtime whilst we had nothing to do ... but I managed it anyway
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Re: Longest IT support ticket?

In order to get our BT internet connection working when we moved house I spoke to a total of 24 different BT employees. Not the longest delay but perhaps a record number of contacts



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Re: Longest IT support ticket?

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In order to get our BT internet connection working when we moved house I spoke to a total of 24 different BT employees. Not the longest delay but perhaps a record number of contacts
Why didn't you speak to the one that got it done, first ??
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Re: Longest IT support ticket?

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Why didn't you speak to the one that got it done, first ??
Because he is well hidden from you by all the others



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Re: Longest IT support ticket?

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Because he is well hidden from you by all the others
Best tactic is to talk in a thick west country accent, you soon get transferred from Bangladesh to Blighty
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Re: Longest IT support ticket?

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Originally Posted by 156Chris View Post
Not in terms of elapsed time, but in terms of man days yes ... got into work one monday morning to find that the main unix server was empty ... yes no files on it at all ... not even the operating system ... it took them 3 weeks to fully restore the server, in which time 30 of us basically sat there doing sweet fa ...

3 weeks ? Hjesus, there's a business case for a clustered service that can failover if I ever heard off one.. yer UNIX dude should be shot.. as should your business continuity people - or the CIO if there is one.

disgraceful.. wasn't Centrica was it
<yes, your lights are only 'just' on>
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Re: Longest IT support ticket?

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3 weeks ? Hjesus, there's a business case for a clustered service that can failover if I ever heard off one.. yer UNIX dude should be shot.. as should your business continuity people - or the CIO if there is one.

disgraceful.. wasn't Centrica was it
<yes, your lights are only 'just' on>

strangely enough after that incident budget was found to replace the old tape backup with a disk shadowing system ... the reason it took 3 weeks was because each individual file was being read off the backup individually and restored, the restore was running 24/7 for the duration of the 3 weeks!!!!

He wasn't a "UNIX dude" (we 30 are the dude's) ... business continuty? what is that??? ...


It wasn't centrica ... and I don't work there anymore
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Re: Longest IT support ticket?

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He wasn't a "UNIX dude"

No kidding!
 
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Re: Longest IT support ticket?

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No kidding!
Sorry Nev, have I hijacked your thread
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Re: Longest IT support ticket?

Quote:
Originally Posted by 156Chris View Post
... so what went wrong? well nobody really knows because the log files were deleted to ... however lets have a guess, over the weekend someone had come in to do a backup of the CM system, the process they follow is to log in as root!!! tar up all the files, copy them onto tape backup and then do "rm -fR *" to delete the backups from the hard disk ... now what could have possibly gone wrong there then
surely that should have been shell scripted with a cron job firing it off, I've done similar in the past using rsync or psync to move the files to a colo.

Anyway, as it stands the oldest support ticket in my helpdesk was created on May 07, 2008 @ 03:01 pm asking for some Sage Layouts to be altered to resemble the new brand and I effing hate Sage Report Designer with every fibre of my being so there it sits...
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Re: Longest IT support ticket?

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surely that should have been shell scripted with a cron job firing it off, I've done similar in the past using rsync or psync to move the files to a colo.

You'd think so wouldn't you ... even though we all new he wasn't a unix dude, he thought he was (and obviously someone else did by the fact that he had the password for root!!!)
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Re: Longest IT support ticket?

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You'd think so wouldn't you ... even though we all new he wasn't a unix dude, he thought he was (and obviously someone else did by the fact that he had the password for root!!!)
I don't give anybody the admin password at our shack, even the CEO doesn't know it, we have it held in escrow unless we all die
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Re: Longest IT support ticket?

IT Support, I've heard of them.... Are they the guys that sit in the airconditioned room behind the "Customers Services" wallahs? You know, the ones that eat pizza and always have the good laptops.

I saw some of them out in the daylight once, they nearly got a nosebleed from the fresh air.

And the person that mentioned SAP must go to the back of the room.
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