Tuesday, April 01, 2008

Troubleshooting - Lesson 1

We here in tech support don't always follow a "Script" like those outsourced hacks in India . We use tried and true methods to troubleshoot issues presented to us.

For example:

Tech calls me and tells me he replaced a Media Gateway (that is a phone thingie Jenny) and it ran for three days then the customer had poor voice quality on one call so they shut the Media Gateway (the aforementioned phone thingie) down.

ONE CALL! Three days of uptime and they have ONE BAD CALL so they shut it down!

So the tech wants to know what he should do. I go through the standard troubleshooting common sense, which is try to duplicate it, determine the problem, then FIX IT! The tech tells me how he did all that before the failure and now he doesn't think it will fail again and it will take a lot of time ... Yadda yadda yadda...

So I resort to my most powerful troubleshooting tool and ask the Magic 8 Ball what he should do and I get this:

Problem solved. Bye bye.

1 comment:


Ah yes, good tech support. Every techie should have the magic 8 ball. I require it for my team... ;)