Thursday, October 26, 2006

Revisionist Ticket History

The Bank has been rolling out a migration from local workstation passwords to a domain signon all week. This has lead to plenty of password issue calls. Expected. But I received one call from a user that had gone through the procedure, changed his password, been told by the system that all his passwords had been changed but then not had that new password work. The old password worked.

The system was lying about having changed his password.

It may have been just a glitch so we went through trying to change his password again and was able to confirm that it did, in fact, change. Later, I received another call for the same issue but in this case the user could not change the password even after several attempts and even though the system was saying that it was successfully changing the password each time.

So, I opened a ticket.

Later, I checked on this ticket to see if support had figured out what had been going on and saw that J** at the Function Desk had called the user back and gotten the password to change and close the ticket. She never escalated it to second level support to find out why users were being lied to by the system about their password change. What was worse, J** had DELETED the three lines of the ticket where I pointed out that multiple users had reported this issue and thus it was systemic.

She deleted the reason why I opened the ticket so that she wouldn't have to send it to second level. Why would she do that? To avoid the inconvenience of calling second level support and telling them what was going on? To make our Help Desk issue resolution numbers look better by one fifteenth of one percent?

Perhaps she doesn't realize that all changes within the ticket are
documented so there is a record of what I originally wrote and that she deleted it. Perhaps she thought no one would notice.

Of course, given the state of affairs around here, I have no expectation that more will come of it than a stern finger-shaking.

I got a call from a Government Contractor about a support position, so we'll see how that new job opportunity position pans out.

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