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Originally Posted by tempest@de
I’m frustrated beyond belief, and I just which I could rant to the stupid people that decided to make changes to the program I use every day, and the very dense helpdesk technicians that don’t know what they are doing. How can you work on an helpdesk if you don’t know how to use the program? And who decided that changing things would help the users work better.
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I used to be a corporate IT guy. I was nonplussed at the Helpdesk function. The folks on the Helpdesk were doing their best, but part of the fun was a Helpdesk software setup inherited from another division after a merger and acquisition. The Helpdesk application was written in MS Access. Access is a decent
single user RDBMS,
if you understand how to use it. It is
not intended to be used across a network by more than one user at a time. If you need to do that, you use SQL Server or the like. But hey, our new sibling British sister company did it that way, so we would too...
And while I respected what the Helpdesk folks were trying to do, explaining that a ticket submitted that required my action was nonsense because things were working as designed, and the user submitting the request had never learned how to actually use the software got old fast.
(I spent a fair bit of time reworking things to
reduce complexity and choice. Give the user a choice, and guaranteed, they'll pick the wrong one, so don't
give them a choice. I administered *nix servers. Users logged on with a userid. The profile for the ID they used put them directly into the application they needed to use. When they existed th4e application, they got logged off the system. This made the project managers for jobs on the system happy, as it reduced what they had to deal with.)
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Someone in the top decided to change the limits for the attachments, which is a good thing since it was a mediocre 1Mb for each external file, they posted the announcement saying now it was 25 Mb and I was thrilled, that meant I no longer had to divide the documents for upload, I should know nothing was that simple.
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Were these documents only for internal distribution?
I once had a user complain that email she had sent to a remote company location wasn't getting through. She had attached a multi-megabyte attachment to an Outlook email. What she
didn't know was that remote location connected to the main office via a 56K dial-up
modem. I had to kill her message at the mail server, and tell her to burn it to a CD and send that by messenger to the location.
Even after broadband became ubiquitous, problems still arose. How big was the attachment? Could the recipient
get an attachment that large? Don't assume that everyone can receive what you can send...
(I also had fun when a remote office sent mine Word and Excel files created in a more recent version of MS Office than the one we had deployed. We couldn't read them. I had to install personal copies if Word and Excel that could read them to Save As in a version the intended recipients could handle. Er,
standards exist for reasons, folks. Isn't it about time we imposed some?
)
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Dennis