Is it just me does it seem as though some of the people working the help desk do not fully read support tickets that are submitted.
I’ve had a least two tickets in the last week where I give all of the necessary information in the original ticket and receive a response either answering the question incorrectly and I have to reiterate what I actually need or they request information that was in the original post.
It is getting frustrating because I’m stuck waiting for a response and/or action when the problem could have been resolved much earlier.
Two tickets where I had this issue are CIX-59170-158 and PUW-27268-178.
Both tickets are resolved now. But it was extremely frustrating to try to provide all necessary information in my initial contact only to be asked for information that was included in the original request. These are only recent ones, it has happened before.
Stephen - Please look at ticket [SIZE=11px][FONT=Tahoma]KOU-44002-970[/FONT][/SIZE] for another example of this happening. Also read it because I had asked to create a secure password for for a SQL view login and they gave me one that was not very secure in my opinion. For someone in support to give that password (which I will not post here) instead of a randomly generated one. I could have requested a specific password, but in the past support has always done this when they create the SQL View login for me.
I just noticed that the same tech gave the same password out to me for another of my clients. it is a password that I was able to memorize in about 10 seconds because it is a pattern on the keyboard. I hope he’s not just giving the same password out to all of the clients he creates a sqlview login for. One gets compromised and anyone with external DB access is compromised.
Hrm, that should not be they should use random generators, we have for them to use. I will mention this now to all again.
We didn’t get to have the normal staff meeting this week due to the updates messing the schedule up, but we will next week.