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Shoulder-tapping
Apr. 12th, 2007 03:56 pmSo, I get the acting "Technology Services" manager coming up to me today, saying "Is there an issue with the mail?" He is not my manager, he's one up and one to the side. I pause a bit, to let the stupidity of his question sink in a while (since I was calmly browsing the net at the time, and not pulling my hair out going fuckfuckfuckfuck), and reply "No."
"Oh," sez he, "$EXECUTIVE_PA went to $CUST_SERVICES_MGR and said that she wasn't getting any email from her Optus account. He told her to print out all the errors she was getting, and then he gave them to me to investigate." While $TSM was telling me this, he was standing there clutching a sheaf of at least 20 pages, presumably the errors that $EXECUTIVE_PA had carefully printed out from her home account. In colour.
I grabbed the top printout, and sure enough, it says in words of one syllable that the sender domain is being blocked by the RBL. There is even a dinky little link that the user can click to see what that means. At present, Optus has a whole network of their servers being blocked by Trend Micro, and if they can't be bothered getting rid of their spammers, Trend can't be bothered removing them from their RBL (they're very proactive when they get a removal request - it's a paid service). Evidently the $EXECUTIVE_PA didn't bother contacting Optus with regard to their problem but buttonholed $CSM instead.
What gets me is that none of the parties in this little chain of events went to the Helpdesk, whose job it is to log ALL technology-related issues, who (in this instance) would have known what the issue is (this isn't the first time, duh), known the fact that they can request an exemption, logged a call to me, and the whole thing would have been fixed in 1/2 an hour, tops. No. We have button-holing. We have a CSM who is a third-level manager, with the Helpdesk in his purview. There is in fact a Helpdesk Manager (who could have dealt with the problem if there had been no satisfactory resolution to the original call... if there'd been one). If $CSM didn't have the balls to tell $EXECUTIVE_PA to walk the three steps past his office door to the Helpdesk counter to log a call, he could have done it himself. So, after his "help", she trots home like a good girl, and massacres a few trees to print out multiple copies of the same error msg. The following day (who knows how long?), CSM still can't be bothered walking three steps to the HD, or 15 metres to my desk, no, he fobs it off to $TSM. Who isn't normally based in Canberra anyway. And then we get to me, finally.
I told $TSM to log the call. I fixed it in 10 minutes. Fuckers.
...By the way, I don't have any problem with someone like $CSM cruising by or asking me while I'm making a cuppa if I know of any related issues. I just object to the waste of time, and the involvement of one third-level manager and one fourth-level manager in getting me to do a routine part of my job. Especially when the established procedure would have been at least a day faster.
"Oh," sez he, "$EXECUTIVE_PA went to $CUST_SERVICES_MGR and said that she wasn't getting any email from her Optus account. He told her to print out all the errors she was getting, and then he gave them to me to investigate." While $TSM was telling me this, he was standing there clutching a sheaf of at least 20 pages, presumably the errors that $EXECUTIVE_PA had carefully printed out from her home account. In colour.
I grabbed the top printout, and sure enough, it says in words of one syllable that the sender domain is being blocked by the RBL. There is even a dinky little link that the user can click to see what that means. At present, Optus has a whole network of their servers being blocked by Trend Micro, and if they can't be bothered getting rid of their spammers, Trend can't be bothered removing them from their RBL (they're very proactive when they get a removal request - it's a paid service). Evidently the $EXECUTIVE_PA didn't bother contacting Optus with regard to their problem but buttonholed $CSM instead.
What gets me is that none of the parties in this little chain of events went to the Helpdesk, whose job it is to log ALL technology-related issues, who (in this instance) would have known what the issue is (this isn't the first time, duh), known the fact that they can request an exemption, logged a call to me, and the whole thing would have been fixed in 1/2 an hour, tops. No. We have button-holing. We have a CSM who is a third-level manager, with the Helpdesk in his purview. There is in fact a Helpdesk Manager (who could have dealt with the problem if there had been no satisfactory resolution to the original call... if there'd been one). If $CSM didn't have the balls to tell $EXECUTIVE_PA to walk the three steps past his office door to the Helpdesk counter to log a call, he could have done it himself. So, after his "help", she trots home like a good girl, and massacres a few trees to print out multiple copies of the same error msg. The following day (who knows how long?), CSM still can't be bothered walking three steps to the HD, or 15 metres to my desk, no, he fobs it off to $TSM. Who isn't normally based in Canberra anyway. And then we get to me, finally.
I told $TSM to log the call. I fixed it in 10 minutes. Fuckers.
...By the way, I don't have any problem with someone like $CSM cruising by or asking me while I'm making a cuppa if I know of any related issues. I just object to the waste of time, and the involvement of one third-level manager and one fourth-level manager in getting me to do a routine part of my job. Especially when the established procedure would have been at least a day faster.
