Friday, May 14, 2010

Tech Support Fallacy

So blogging has been ridiculously light and I am sorry for it.  Not that I think you all are crushed that I am not here, but because I don’t get to link to the insanity of my life.

A great example of this is the fact I am covering another department, so I now am not supporting traditional PBXs but I am now working on our server based PBX.  Right now this is temporary, but I may go permanent.  All in all, this is a good thing as I enjoy working on it and think it’s a good system but I have to get back up to speed on my Microsoft stuff, Server 2003, Server 2008, DNS, DHCP and scopes and my nemesis…. Exchange (2003 and 2007).

A great example is my first call yesterday.  The tech starts off with his voicemail is down.  Our voicemail directly integrates with Microsoft Exchange so if you can’t get to the voicemail it’s because we can’t access Exchange for some reason.  Question number two was, “What has changed on the network.”

The reply, “I asked the network guys and they said ‘Nothing.  Nothing has changed, it just stopped working.’”

We spend hours drilling here and there, me and my co-workers when finally we check a registry entry which points to the server we use to get Active Directory and DNS information to find the Exchange Server.  I ping it and…

Nothing happpens.

We then run the “Set” command to find out who validated this server and change the registry entry to point to that Domain Controller.  A quick restart of the Services and BADA-BING we are back in business.

I’m cleaning up a couple of other things with the tech and he then pops the customer on the line with us.  The customer asks what the problem was.  I make the statement that the server “BLAH-BLAH-BLAH.DOMAIN.LOCAL” was removed which caused our problem.

The reply was, “Oh we didn’t remove it, we just replaced the server… We’ll actually “upgraded’ it.”


So basically the very first thing the tech asked and the first thing we ask “WHAT WAS CHANGED ON THE NETWORK?” apparently doesn’t count  if you are working on DOMAIN CONTROLLERS!!!!


In the spirit of looking on the bright side of things, I learned a lot of good things from the ignorance of certain IT people.

1 comment:

furiousBall said...

I love not supporting this kind of stuff anymore. i miss the office banter and free coffee, but not this stuff. good on you for persevering and fighting the good fight.