2013-04-06
Stupidity: Part III
I finished a project at work 3+ months ago: Convert an Access database that was always getting corrupted to a SQL database and write an updated user interface. The first difficulty was identifying who the users are; second what they didn't need trom the old app; third, what they did need that wasn't in the old app... just the standard "what is this program REALLY supposed to do?" kinds of questions. There was a LOT of project creep as we worked through their changing specifications and expanding user list.
Did I mention that we've been in full scale production for over THREE months? As in this project is DONE?
Yesterday, I got a call. There was an issue with the app... 3 months in, a few bugs are not unexpected... the issue was that the online users weren't getting updated data. My response was "what online users?" Someone (my boss, the lead business partner, any of the users...) had neglected to tell me about this "minor" piece of the project. I had written and deployed a desktop application for internal use. No internet based users... a couple that accesss the app using the corporate VPN, but NO EXTERNAL USERS.
When I tracked down the involved parties I got responses of "Are they still using that?", "I haven't touched that code since 2006", and "I wasn't even working here when that was written".
Specs defined; approved; guess what I'm doing Monday?
The other question I've thrown out is "what else haven't you told me?"
2013-03-23
Stupidity: Part II
I enrolled in a Genealogy blog class at RootsTech. You may remember my "trip" to England... the one where I sent pleas to all my email contacts to send money so I could get home (send money to Nigeria)... that trip. I implemented google security at that time: to log in on a foreign computer (like the one in this class) I need to enter a random number sent to my phone... which I forgot to bring today.
2013-03-20
Stupidity- "Help" desk - 10 tickets
A LONG POST WITH A LOT OF JUMPING THROUGH HOOPS AND VENTING
We have two "new" copiers in our office: one that was supposed to have been delivered in early February, that wasn't delivered until the end of February (a machine previously located in a west coast sister office, which was shipped to the north Midwest (in error) then back to Dnever) and a brand new one that was supposed to be delivered in May, that was delivered in mid February. Guess the salesman needed his commission.
Along with the new copier, was scanning / OCR software, which needed to be installed on a server. Being a small branch of a large company there are procedures to be followed in accessing a server. Following the procedures, I submitted ticket #1 to get access so that I could install the scanning software... which almost went without a hitch. Turns out there was a service pack to install that had a prerequisite of an operating system patch which requires permission and a reboot. Access to a server is one thing. Rebooting a server is a holy privilege reserved for the elite in the network maintenance staff - and can only be done by submitting a request through the help desk.
I submitted a trouble ticket to get permission to install the operating system patch (ticket #2). That done, I had to submit another request (#3) to get back on the system to install the patch, then (ticket #4) to get the system rebooted. Tickets #2 and #4 were done by a phone call to the help desk. Several days later I got a response to the phoned in request for a reboot: request denied - a reboot request can't be submitted by phone.... it requires manager approval on a service request form. I was not inclined to mess with the paperwork while Susie was in the hospital so complained (no response) and the install just sat for two weeks.
Last Thursday, I finally decided that I needed to complete the installation (helps to have the software installed before the appointment to configure it), so I submitted the request for the reboot (Ticket #5). I hadn't gotten the approval from my boss (who is out of state), so close to the end of the day, I called him. Turns out he was out of the office for a week. I called another supervisor, who I caught 20 minutes before the end of his day in a different time zone and he authorized the reboot on a new ticket (#6). (At which time my boss checked his email and suggested that I contact someone else. I told him I already had and that he could safely ignore the request).
I forgot to specify a suitable time for the reboot. So 10 minutes after the request was approved, my phone started ringing - there were a number of users that couldn't access the server. End of day in the Midwest = mid afternoon on the west coast. Got everyone settled down and back online; and installed the service pack for the scanner software (access via ticket #7), which required a reboot.
Time to submit another ticket (#8) to get manager approval to have the server rebooted. This time I was smart enough to specify the reboot time at the close of business in our office. As I clicked "SEND" on that request, it dawned on me that the west coast closes an hour after we do.... which resulted in a call to the help desk, so that they could amend the time on my reboot request (which required another ticket be generated #9). Reboot approved and completed per the revised schedule.
Today, I had a meeting with the software vendor to configure the scanner / OCR software (access via ticket #10). We were having some issues with the installation options, when suddenly my connection to the server went away. Before I could get back on to the server, my phone started ringing: users couldn't access the server. I was wondering what I had clicked on in error that could take down the server. Then I got one more call from the help desk. They had just processed a request from me to reboot the server... yes, the original request that I had sent my boss (ticket #5) when he was out of the office, which I told him to ignore, had just been approved.
After that, the training and configuration went mostly without a hitch.
We have two "new" copiers in our office: one that was supposed to have been delivered in early February, that wasn't delivered until the end of February (a machine previously located in a west coast sister office, which was shipped to the north Midwest (in error) then back to Dnever) and a brand new one that was supposed to be delivered in May, that was delivered in mid February. Guess the salesman needed his commission.
Along with the new copier, was scanning / OCR software, which needed to be installed on a server. Being a small branch of a large company there are procedures to be followed in accessing a server. Following the procedures, I submitted ticket #1 to get access so that I could install the scanning software... which almost went without a hitch. Turns out there was a service pack to install that had a prerequisite of an operating system patch which requires permission and a reboot. Access to a server is one thing. Rebooting a server is a holy privilege reserved for the elite in the network maintenance staff - and can only be done by submitting a request through the help desk.
I submitted a trouble ticket to get permission to install the operating system patch (ticket #2). That done, I had to submit another request (#3) to get back on the system to install the patch, then (ticket #4) to get the system rebooted. Tickets #2 and #4 were done by a phone call to the help desk. Several days later I got a response to the phoned in request for a reboot: request denied - a reboot request can't be submitted by phone.... it requires manager approval on a service request form. I was not inclined to mess with the paperwork while Susie was in the hospital so complained (no response) and the install just sat for two weeks.
Last Thursday, I finally decided that I needed to complete the installation (helps to have the software installed before the appointment to configure it), so I submitted the request for the reboot (Ticket #5). I hadn't gotten the approval from my boss (who is out of state), so close to the end of the day, I called him. Turns out he was out of the office for a week. I called another supervisor, who I caught 20 minutes before the end of his day in a different time zone and he authorized the reboot on a new ticket (#6). (At which time my boss checked his email and suggested that I contact someone else. I told him I already had and that he could safely ignore the request).
I forgot to specify a suitable time for the reboot. So 10 minutes after the request was approved, my phone started ringing - there were a number of users that couldn't access the server. End of day in the Midwest = mid afternoon on the west coast. Got everyone settled down and back online; and installed the service pack for the scanner software (access via ticket #7), which required a reboot.
Time to submit another ticket (#8) to get manager approval to have the server rebooted. This time I was smart enough to specify the reboot time at the close of business in our office. As I clicked "SEND" on that request, it dawned on me that the west coast closes an hour after we do.... which resulted in a call to the help desk, so that they could amend the time on my reboot request (which required another ticket be generated #9). Reboot approved and completed per the revised schedule.
Today, I had a meeting with the software vendor to configure the scanner / OCR software (access via ticket #10). We were having some issues with the installation options, when suddenly my connection to the server went away. Before I could get back on to the server, my phone started ringing: users couldn't access the server. I was wondering what I had clicked on in error that could take down the server. Then I got one more call from the help desk. They had just processed a request from me to reboot the server... yes, the original request that I had sent my boss (ticket #5) when he was out of the office, which I told him to ignore, had just been approved.
After that, the training and configuration went mostly without a hitch.
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