On Thu, 04 Jan 2018 12:58:48 -0800, Dan Hollis said: > On Thu, 4 Jan 2018, valdis.kletni...@vt.edu wrote: > > Been there, done that. Been out of the country and offline for 36 hours, > > reconnect and there's a user with a problem that would have been dealt > > with 36 hours earlier if they had sent it to our help desk instead of to me > > directly. > > They use your direct contact info because your help desk isn't responsive.
Not really - because a big chunk of the time, I end up opening a ticket with the help desk in their behalf, because I wasn't even the person who was actually responsible for fixing their problem (I do infrastructure, not user services). They just splat out a mail to a name they recognize because I've been here almost 3 decades now. Why they think I can help with a NetApp CIFS permission issue just because they remember I fixed their SGI system in the late 90s is beyond me... Plus, I know for a fact that if they called our help desk, they'd probably have a ticket open and called back by somebody faster than I would reply, because the help desk's SLA is measured in "reply in hours", while mine is "within 2 business days" for non-system-down situations. Hell, took me 4 hours to respond to your mail. :)
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