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Illiad!! Trust me (long-time helldesk pro, by adiplomat2005-03-10 01:54:20
  I feel your pain. by LongFist 2005-03-10 04:12:18
     At Microsoft we referred to it as "clarifry" - we (some of us) actually developed "maverick" applications that mined clarifry for useful case tracking information (for our performance reports) and to keep track of cases we worked (and their various progress/closure/csat rates) while clarifry was "coming back online".

     Sorry to see your helldesk dropping further into the abyss.  But on the plus side - well - um - I keep trying to see the plus side, but can't quite get over the "case not available" or "access denied" or "...this application has encountered an error and must..." - there has to be a plus side somewhere over there, but all I can think of is that it galvanized an entire developer support division to start writing (and sharing!) their "patch" programs that allowed them to get work done in spite of the thing.

     Yeah, that's the plus side: it brought usually hostile developer support people (VB/VC++/VFP) together in a way that no other common enemy (the customer?) could.  And the best joke: it runs off an oracle database...     ...imagine...
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