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Old 01-29-2019, 10:26 AM   #52487
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Originally Posted by DarkPira7e View Post
I agree on all accounts. We're asked to "assist as best we can". They just want patients to feel supported regardless of their interaction with a hospital employee, which I understand. It just sucks because you don't really want to tell them that the issue they're experiencing is insignificant, because it may be the world to them.
I know what you mean. A few months ago, I was doing identity/access management for a local health system so I know how healthcare IT can be sometimes.

Semi-related story: Every few months, this organ donation organization would send a rep one of our sites, and nearly every single time they did, we had issues. These people would call the service desk complaining that they couldn't log in to our PCs. Because they are not affiliated with the hospital, we don't have accounts for them, nor are they supposed to be trying to log in to our PCs in the first place. They're supposed to bring their own device, connect to the guest network, and then do their stuff.

But, because the service desk is a bit of a revolving door sometimes and not every tech knew the deal, the techs would usually look for an account, tell the rep they couldn't find an account, and then eventually end up submitting an access request, which gets sent to my team. Every time, we had to call these people, explain how they weren't following proper processes, and close the request. Enormous waste of everyone's time.

It continued to happen no matter how many times me or my boss complained to their bosses about it. One time, the rep had the audacity to say "I know what the proper process is, but my laptop screen is so small and its hard to work on. Can't you just let me use one of the PCs here?" and I had to actually say "I'm sorry ma'am, but the size of the laptop you were given by [insert org name here] isn't really something I have control over. If you need a bigger screen, you'll need to take that up with your supervisor..."
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Old 01-29-2019, 10:35 AM   #52488
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Oh, FFS. Here.




Animated is against the rules but no one's been called out for it.


edit: nvm... Just realized it's still too big.
Still makes me giggle every time.
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Old 01-29-2019, 10:35 AM   #52489
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This ^
Ya it is no doubt a pain in the butt but it could make all the difference to somebody. Unfortunately when you are in a service type position you have to service customers. Even ones that aren't exactly "your" customer.
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Pretty standard (I work in a health system in IT). Remember that pretty much all patients and visitors are expecting WIFI these days and it can make a HUGE difference in the patient experience, which is a measurement used in meeting Meaningful Use (Obamacare measurements that can impact reimbursement, in simple terms).

We provide "best effort" support where possible.
I'm not saying you shouldn't try to help at all, but you have to make it clear to the user that non-enterprise devices aren't something you have control over. You have to set realistic expectations for support when it comes to personal devices.
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Old 01-29-2019, 10:38 AM   #52490
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I'm not saying you shouldn't try to help at all, but you have to make it clear to the user that non-enterprise devices aren't something you have control over. You have to set realistic expectations for support when it comes to personal devices.
I think that is what he did?
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Old 01-29-2019, 10:40 AM   #52491
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Oh, FFS. Here.




Animated is against the rules but no one's been called out for it.


edit: nvm... Just realized it's still too big.
Not recently. A few years back there was a rash of bans for them. The rule didn't even exist yet when the first two bans happened. Admin had a bad day I guess and just started banning, made the rule and then carried on. There were some pretty upset members!
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Old 01-29-2019, 10:41 AM   #52492
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Not recently. A few years back there was a rash of bans for them. The rule didn't even exist yet when the first two bans happened. Admin had a bad day I guess and just started banning, made the rule and then carried on. There were some pretty upset members!
Well I won't rock the boat.
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Old 01-29-2019, 10:51 AM   #52493
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I think that is what he did?
Not really looking to start an argument or anything but, to me it sounds like he went a little beyond what I would consider "appropriate" support for a non-enterprise device. The troubleshooting they described seemed well outside of the scope of support, IMO.

Maybe I'm just a bit more firm with the "I am not really allowed to support personal devices" rule than others because I haven't worked first-level support in like 5 years.
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Old 01-29-2019, 11:02 AM   #52494
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Looks like some moderator has a "little" mess to clean up here in the morning. Anybody know where to get any illegal licenses, passports, etc?
Edit: That was fast, nice job.

Sigh... I miss ALL the fun. What was it this time?!?
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Old 01-29-2019, 11:03 AM   #52495
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Sigh... I miss ALL the fun. What was it this time?!?
+1

I'd also like to know what happened lol
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Old 01-29-2019, 11:15 AM   #52496
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Sigh... I miss ALL the fun. What was it this time?!?
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+1

I'd also like to know what happened lol
Nothing exciting


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Old 01-29-2019, 11:43 AM   #52497
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Nothing exciting
Yeah they just went through each subforum and posted their chopped pork and ham in a can. Weird how they do that since if anything it probably hurts their business more. Maybe their competition does it? I flagged it with no mods on late at night but then somebody popped in and cleaned it up without a trace.
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Old 01-29-2019, 11:46 AM   #52498
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Wanna play the 'convince me to not get a VW Alltrack' game? Cause I want one. Aaaand maybe take a trip to the semi-local APR dealer...
Nah, drive what you want. That's what I do. I haven't owned a VW product in a long time, can't comment on quality.
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Old 01-29-2019, 11:49 AM   #52499
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Yeah they just went through each subforum and posted their chopped pork and ham in a can. Weird how they do that since if anything it probably hurts their business more. Maybe their competition does it? I flagged it with no mods on late at night but then somebody popped in and cleaned it up without a trace.
It is just a bot. It goes from site to site and get's the message out where it can. If they get one taker in several million posts they are ahead of the game so not going to hurt their "business".
It is funny how 95% of the spambots that appear here drive a "man" in their profile. Must be a pile of European truck drivers running spam sites.
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Old 01-29-2019, 11:51 AM   #52500
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Wanna play the 'convince me to not get a VW Alltrack' game? Cause I want one. Aaaand maybe take a trip to the semi-local APR dealer...
You should know the Random crowd better than that. Go make a thread and let all the holier than thou members talk you out of it.
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