I would be careful about "bringing down the hammer." She doesn't know what the workload of the department is like and there may be other "higher priority" items the IT staff is working on. The best way to prevent someone from forgetting is to put it in writing - send an email or submit a help desk ticket, whatever the company uses. When stopped in the hall about a problem, I always tell the user to send me an email so I don't forget to take care of the problem. It's not that I have a bad memory, but I have a million other things I'm working on. If she makes another attempt at getting her problem solved without success, then she can escalate. I wouldn't be too quick to jump to conclusions.
Just my opinion, of course.
MJ
-----Original Message-----
From: Andrew J. Lund, MCSE [mailto:[EMAIL PROTECTED]]
Sent: Tuesday, July 16, 2002 12:52 PM
To: MS-Exchange Admin Issues
Subject: OT: IT staff behavior
This is a query on protocol.
My girlfriend calls me and tells me that her Outlook has "lost" several
personal calendar items. This caused a double-booking of conference
rooms and much pain and suffering. She is on a Mac with Outlook and I
would imagine the servers are Win2K/Exchange 2K but I'm not certain.
At any rate, she tells the helpdesk people that she is missing items
among other things. They come look at it, shrug their shoulders and say
they'll be back later. They never return. In fact, she calls them and
they "forgot" all about her problem. (Others have this problem as
well.) I don't know about you but if someone tells me something is
"missing" from an email DB, I get right on it to figure out the issue
(which is usually larger than just a few things missing).
I told her that this is NOT acceptable IT protocol. I would like to
think that a smooth network is one where workstations and servers are
humming, no one has problems with the equipment or software, backups are
working, and security is tight. Am I wrong here? Am I overreacting
when I tell her that she needs to bring down the hammer on these
so-called network professionals?? She is in no position to do anything
but complain to her boss who doesn't seem to care much...
Your thoughts...
~~~~~~~~~~~~~~~~~~
Andrew J. Lund, MCSE
Systems Manager
IEA - San Francisco
~~~~~~~~~~~~~~~~~~
List Charter and FAQ at:
http://www.sunbelt-software.com/exchange_list_charter.htm
http://www.sunbelt-software.com/exchange_list_charter.htm
