User is unable to log into $application, and the call is escalated to me.
One of my first questions to the user is a standard one: "Have you ever been able to log into $application?"
$user: "Well, no, not today." (She then goes into a longwinded explanation of what happens when she tries to log in, including *every* standard step used to open $application.)
When she finally runs out of air, I make sure I have her answer correct - given the way she answered, I'm not so sure. "So you've never been able to log into $application, correct?"
$user: "Well, no, I can't log into it today."
$testy (interrupting another gust of hot air): "My question is, have you ever been able to log into $application in the past?"
$user: "No, I was able to log into it yesterday."
Note to all users: So as to resolve your issue as efficiently as possible, please listen _carefully_ to the questions posed to you when IT is troubleshooting. Thankyouverymuch.
Sorry for the Friday rant. I hope the worst is over for today - not that this is so bad, but it's a frustrating way to start the day. |
