My Wordspace

A dumpster full of various musings over life, God, scripture, and any random thought that may fly by meanwhile. Comments welcome.

I just can’t stand Service Desk stupidity!

Posted by Iszi on February 20, 2007

Working in IT, I get to deal with a lot of stupid stuff mostly due to user ignorance and/or laziness.  This is commonly known as PEBKAC and is generally accepted as part of the job.  So, in dealing with users I try to offer a bit of forgiveness whenever they say or do something that just doesn’t make sense in the given situation.  When the IT Service Desk exhibits user-level ignorance and moronishness however, that’s when I blow a gasket.  These people should know better.

In today’s example, a user is calling in to check on the status of a requested change to their SAP account.  SAP changes require a few approvals.  Firstly from the user’s manager, and second from the Data Owner in charge of whatever permissions the person is requesting.  If the request hasn’t yet been approved by the user’s manager, the Data Owners never see it.

In this particular case, the user’s request hasn’t been approved by their manager yet.  This is clearly visible on the online request form, and is also noted in a trouble ticket open from when the user previously called in to check on the status of his request.  After the manager approves the request, my approval will be needed for some basic display roles, and some other roles requested will need approval from another Data Owner.

Here’s a bit of my conversation with someone from the IT Service Desk (Referred to as ITSD) on the subject.   Names have been stripped and/or changed to protect identities:

ITSD says:

Iszi says:

ITSD says:
i have john doe on the phone, he wants to know when his SAP CMP role change is going to be done

Iszi says:
Last I checked, my answer was “When it is approved”.  Did you look at his ticket?

ITSD says:
yes smarty pants

Iszi says:
well what are you coming to me for?

ITSD says:
and ibecause it doesn’t have that you approved it yet

ITSD says:
that’s why

ITSD says:
never mind i will talk to (ITSD Manager) about

Iszi says:
It’s not MANAGER approved yet.

Iszi says:
I can’t approve anything until the user’s MANAGER has approved it.

ITSD says:
there is no need for you to get smart

ITSD says:
at all

Iszi says:
Not getting smart, getting defensive…

ITSD says:
well you don’t need to do it with me

What part of “not approved, I can’t do anything” is hard to understand?  It’s in the ticket, it’s on the form, why am I even hearing about it?  Sadly, this is not a rare occurrence.  All too often the ITSD (not this person most times) calls me with an issue, and it goes like this:  Me – “Did you check the ticket/form?”  ITSD – “Yes, and you said this in it…”  Me – “Does it look like there’s been any change in the situation on the user end?”  ITSD – “No”  Me – “Then why are you coming to me with this?!?!”  ITSD – “…”

Or worse:  Me – “Did you check the ticket/form?”  ITSD – “No”  Me – “Well all the info you need is in there, go look and then come to me with questions!”

This is just ridiculous, and I’m getting tired of it.

</end rant>


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