So this fucking happened today.

Me: *sees support ticket coming in about some kind of login issue*

Me: *opens issue*

"Hello, I can't seem to login. There's an error"

Me: *sighs and thinks "at least give me that FUCKING error message then." *kindly replies with asking if they could send me the error message*

"Here it is. I don't understand what is going wrong
and what I have to do"

Me: *looks at error message*

"Invalid customer ID. Please make sure that your ID is correct. You can find it in the activation email we sent you when you registered".

😐 😶 😦

Me: *thinking okay what the fuck, are you fucking retarded or something?*

Me: *kindly replies: "It seems that you are not using the correct customer ID. You might want to look for it in the activation email we sent you!"*

"Oh okay thanks, how did you figure that out?"

Me: 😵 😐 😶 😭 🔫

Seriously what the actual fucking fuck.

Last day on the contract from hell. I'd written a project with one other person in our spare time that performed a critical business function. The following conversation was had between myself, the job thief who was handed my job and their manager, with the 10 other IBM GS "dev domain experts" assigned to that team sitting silently on zoom:

Moi: hey all, what seems to be the problem?
JT: how to update the java for requirement?
Moi: I would assume a text editor, have you tried intellij
JTM: she's talking about ticket BS-101, the data is wrong
Moi: ah, well, you might want to fix that
JT: how to fix?
Moi: update the database and update the logic that depends on it
JTM: what changes are those?
Moi: the ones described in the ticket, I would assume, I'm no longer on that project
JTM: didn't you write this application?
Moi: yes.
JTM: ok, so do you know how to fix the issue?
Moi: definitely
JTM: ok... ... Can you tell us how to fix it?
Moi: yes.
*The sound of silence*
JTM: *will* you tell us?
Moi: I would, but I'm already off the clock, and as of an hour ago I no longer have a contract. And even if I did, I don't have a contract or authorization to work on that system. I'm not actually being paid for this call.
JTM: ... What are we going to do about this?
Moi: I have no idea
JTM: ok, so we can look at getting a 1 month contract to support this
Moi: I'm sure our firm has someone who can definitely help you out
JTM: *heavy raging* ... Can you do the work?
Moi: Unfortunatley, I'm already committed to a new contract at another customer. I also don't do one month contracts. I'm an engineer, not a car wash employee
JTM: well, I don't understand how you can just leave us in the lurch like this?!
Moi: well, respectfully, it was your decision to cut me from the budget because you thought you were close enough to end of the project to get it across the line with junior resources.
Interjecting-JT: I am senior!
Moi: Right. So, basically, you took ownership of the product before go live. We advised against it, in writing, numerous times. We also notified you that we would not carry a bench, so the project resources are now working on other things. We can provide you with new resources for a minimum 6 month duration who can help you out. Also, since we've cycled out, our rate has increased per the terms of our MSA.
JTM: we don't have budget for that! How are we supposed to do this?!
Moi: *zoom glare at JT* that question is more appropriate for your finance officer and the IT director. I can send a few emails and schedule a call with your account representative and the aforementioned individuals so you can hash this out.

-_---------------
I'm free! 🥳 That said, still plenty of residual fodder I need to get out of my system on these guys. Might need to start my own Dilbert.

How not to give support..

Me: Creates ticket on support site, letting them know their webservice returns "maintenance" page.
Support: "It works on our end."
Support: *closes ticket*

Euhm.. excuse me?

Me: Creates another ticket with a screenshot and the curl response information..
Support: Sends screenshot back that it works on their end. "Maybe check your firewall"
Support: *closes ticket*

I ain't playing these games..

Me: Creates new ticket with more curl responses from 4 different servers to prove it's not "firewall" related.
Support: ..

2 days later

Me: Sends *friendly* reminder.
Support: ..

6 days later

Me: Creates ticket again saying I'm still having issues.
Support: "I'm forwarding this to our technical support"
Support: *closes ticket*

10 minutes later.

Technical Support: "Here's the manual for our integration .pdf."

Excuse me, you say what now? I KNOW HOW IT WORKS, I'VE WRITTEN THE INTEGRATION ALREADY. THE SERVICE JUST SEEMS TO BE DOWN FFS.. pls..

Me: Sends mail to their project manager who manages the clients dossier with support history and such.
Him: "I'll check it out and let you know."

1 day later.

Support: "We had some issues this and that, wasn't publically availble, works now, .."

What a nice way to waste your time..

Sometime it feels like I'm surrounded with idiots.

Got a Ticket:

Support: Please delete installation ABC from Server D.

Me: Checks everything. Installation is on Server E. Asks if this is correct?

Support: Just follow the instructions!

Me: Okey dokey. If you want me to be a hammer the installation is a nail... Drop database, Remove all files. nuke K8s resources

Support: Why did you delete the installation ABC? You should delete XYZ!

Me: Cause the ticket told to delete ABC on Server D and YOU told me to follow your instructions!

Support: Yeah but we just reused an old ticket. We wanted XYZ deleted!

It's not a big deal I can restore the shit but I hate it if a day starts with this kind of shit!

A client’s server crashed so they called us. When we checked the logs we found a user was logged in 200,000+ times. We told them the user and a few minutes later we get a picture of a cupcake that was on the enter key. They got cupcake DOS attacked. My team isn’t in charge of the login functionality but I can say the team that is got a fairly aggressive internal support ticket.

Wife : Lets try some other position tonight.

IT support guy : raise a ticket for change request

We're using a ticket system at work that a local company wrote specifically for IT-support companies. It's missing so many (to us) essential features that they flat out ignored the feature requests for. I started dissecting their front-end code to find ways to get the site to do what we want and find a lot of ugly code.
Stuff like if(!confirm("blablabla") == false) and whole JavaScript libraries just to perform one task in one page that are loaded on every page you visit, complaining in the js console that they are loaded in the wrong order. It also uses a websocket on a completely arbitrary port making it impossible to work with it if you are on a restricted wifi. They flat out lie about their customers not wanting an offline app even though their communications platform on which they got asked this question once again got swarmed with big customers disagreeing as the mobile perofrmance and design of the mobile webpage is just atrocious.

So i dig farther and farthee adding all the features we want into a userscript with a beat little 'custom namespace' i make pretty good progress until i find a site that does asynchronous loading of its subpages all of a sudden. They never do that anywhere else. Injecting code into the overcomolicated jQuery mess that they call code is impossible to me, so i track changes via a mutationObserver (awesome stuff for userscripts, never heard of it before) and get that running too.

The userscript got such a volume of functions in such a short time that my boss even used it to demonstrate to them what we want and asked them why they couldn't do it in a reasonable timeframe.

All in all I'm pretty proud if the script, but i hate that software companies that write such a mess of code in different coding styles all over the place even get a foot into the door.

And that's just the code part: They very veeeery often just break stuff in updates that then require multiple hotfixes throughout the day after we complain about it. These errors even go so far to break functionality completely or just throw 500s in our face. It really gives you the impression that they are not testing that thing at all.

And the worst: They actively encourage their trainees to write as much code as possible to get paid more than their contract says, so of course they just break stuff all the time to write as much as possible.
Where did i get that information you ask? They state it on ther fucking career page!

We also have reverse proxy in front of that page that manages the HTTPS encryption and Let's Encrypt renewal. Guess what: They internally check if the certificate on the machine is valid and the system refuses to work if it isn't. How do you upload a certificate to the system you asked? You don't! You have to mail it to them for them to SSH into the system and install it manually. When will that be possible you ask? SOON™.
At least after a while i got them to just disable the 'feature'.

While we are at 'features' (sorry for the bad structure): They have this genius 'smart redirect' feature that is supposed to throw you right back where you were once you're done editing something. Brilliant idea, how do they do it? Using a callback libk like everyone else? Noooo. A serverside database entry that only gets correctly updated half of the time. So while multitasking in multiple tabs because the performance of that thing almost forces you to makes it a whole lot worse you are not protected from it if you don't. Example: you did work on ticket A and save that. You get redirected to ticket B you worked on this morning even though its fucking 5 o' clock in the evening. So of course you get confused over wherever you selected the right ticket to begin with. So you have to check that almost everytime.

Alright, rant over.
Let's see if i beed to make another one after their big 'all feature requests on hold, UI redesign, everything will be fixed and much better'-update.

There's one kind of ticket I fucking love. Wait, YOU LOVE TICKETS?! No, except for one.

Tickets where people ask us to restore backups.

Why do I love them?

Because the only fucking thing I need to do is reply with a link to a helpdesk item on our website because backups aren't something within our support range because it's easy for customers to do.

So whenever a ticket about restoring a backup comes in, it's as easy as opening the ticket, pasting the link with "I'd like to refer you to the following resource: " and pressing fucking "reply"

😄

IT: Its controlled via SSO, everyone has access by default

Me: oh i'm sorry, you are correct, I don't have an error message on my screen saying I don't have access. I made it all up. Thank you, you may close the support ticket

When you type a shitload of instructions for someone in a support ticket reply and after a little you get a reply where they give you all the thanks and that they appreciate it etc.

That makes your day great as a support person 😍

Dear clients.

Putting your support subject or content either in uppercase letters or telling US that your matter/ticket has 'the utmost priority' doesn't mean anything to us. You'll just have to keep in line.

WE decide the priorities. Also, calling us when we haven't looked into your very fucking high priority ticket yet for about 5 FUCKING minutes is NOT going to help YOU.

- One of the Linux Support Engineers.

Clients who keep calling in.

I'm a first liner and sysadmin, both (official title is Linux support engineer) so I do tickets+calls+server engineering.

It's highly annoying when you've got a busy day with loads of calls and I'm the first first-liner and I'm working on an important/high-prio ticket and PEOPLE KEEP CALLING.

Every time I can write like a few more words and then the fucking phone rings again aaaand so fucking on.

Your concentration is gone, workflow interrupted and my short term memory is shit so I entirely forget what I was debugging.

But, phone comes first 😞

What an awful day :(

The server where I host my 4 clients websites crashed.

Unable to reboot from the console.

I contact the support. 15 minutes later: "we'll look at this"

No news for 1 week despite my messages.

Then... 1st ticket escalation... 2nd ticket escalation... 3rd ticket escalation...

Answer: "Sorry, your server is down and cannot be repaired."

Fuck.

I ask "is there any way to get my data back?". Answer: "No, because we would shutdown the whole bay and all our clients would be impacted".

Fuck.

I subscribe to another server, at another provider.

I look at my backups... shit, the last one is 4 month ago!!

I restore the first website: OK

I restore the second website: OK

I restore the third website: My new server is "too recent" and not compatible. with this old Wordpress. Fuck! I'll look at this later...

I restore the fourth website: database is empty!! What??? I look at the SQL backup for this site... it failed...

I lost ALL my 4th client data!!!

I'm sooooo piece of crap!

Welcome back to practiseSafeHex's new life as a manager.

Episode 2: Why automate when you can spend all day doing it by hand

This is a particularly special episode for me, as these problems are taking up so much of my time with non-sensical bullshit, that i'm delayed with everything else. Some badly require tooling or new products. Some are just unnecessary processes or annoyances that should not need to be handled by another human. So lets jump right in, in no particular order:

- Jira ... nuff said? not quite because somehow some blue moon, planets aligning, act of god style set of circumstances lined up to allow this team to somehow make Jira worse. On one hand we have a gigantic Jira project containing 7 separate sub teams, a million different labels / epics and 4.2 million possible assignees, all making sure the loading page takes as long as possible to open. But the new country we've added support for in the app gets a separate project. So we have product, backend, mobile, design, management etc on one, and mobile-country2 on another. This delightfully means a lot of duplication and copy pasting from one to the other, for literally no reason what so ever.

- Everything on Jira is found through a label. Every time something happens, a new one is created. So I need to check for "iOS", "Android", "iOS-country2", "Android-country2", "mobile-<feature>", "mobile-<feature>-issues", "mobile-<feature>-prod-issues", "mobile-<feature>-existing-issues" and "<project>-July31" ... why July31? Because some fucking moron decided to do a round of testing, and tag all the issues with the current date (despite the fact Jira does that anyway), which somehow still gets used from time to time because nobody pays attention to what they are doing. This means creating and modifying filters on a daily basis ... after spending time trying to figure out what its not in the first one.

- One of my favourite morning rituals I like to call "Jira dumpster diving". This involves me removing all the filters and reading all the tickets. Why would I do such a thing? oh remember the 9000 labels I mentioned earlier? right well its very likely that they actually won't use any of them ... or the wrong ones ... or assign to the wrong person, so I have to go find them and fix them. If I don't, i'll get yelled at, because clearly it's my fault.

- Moving on from Jira. As some of you might have seen in your companies, if you use things like TestFlight, HockeyApp, AppCenter, BuddyBuild etc. that when you release a new app version for testing, each version comes with an automated change-log, listing ticket numbers addressed ...... yeah we don't do that. No we use this shitty service, which is effectively an FTP server and a webpage, that only allows you to host the new versions. Sending out those emails is all manual ... distribution groups?? ... whats that?

- Moving back to Jira. Can't even automate the changelog with a script, because I can't even make sense of the tickets, in order to translate that to a script.

- Moving on from Jira. Me and one of the remote testers play this great game I like to call "tag team ticketing". It's so much fun. Right heres how to play, you'll need a QA and a PM.

*QA creates a ticket, and puts nothing of any use inside it, and assigns to the PM.
*PM fires it back asking for clarification.
*QA adds in what he feels is clarification (hes wrong) and assigns it back to the PM.
*PM sends detailed instructions, with examples as to what is needed and assigns it back.
*QA adds 1 of the 3 things required and assigns it back.
*PM assigns it back saying the one thing added is from the wrong day, and reminds him about the other 2 items.
*QA adds some random piece of unrelated info to the ticket instead, forgetting about the 3 things and assigns it back.

and you just continue doing this for the whole dev / release cycle hahaha. Oh you guys have no idea how much fun it is, seriously give it a go, you'll thank me later ... or kill yourselves, each to their own.

- Moving back to Jira. I decided to take an action of creating a new project for my team (the mobile team) and set it up the way we want and just ignore everything going on around us. Use proper automation, and a kanban board. Maybe only give product a slack bot interface that won't allow them to create a ticket without what we need etc. Spent 25 minutes looking for the "create new project" button before finding the link which says I need to open a ticket with support and wait ... 5 ... fucking ... long ... painful ... unnecessary ... business days.

... Heres hoping my head continues to not have a bullet hole in it by then.

Id love to talk more, but those filters ain't gonna fix themselves. So we'll have to leave it here for today. Tune in again for another episode soon.

And remember to always practiseSafeHex

Private chat pops up. (- separator for new message)

Hello
- (1 min)
Can you help me?
- (2-3 mins)
Please it's urgeeeent!!!!!
- (1 min)
Come on you're online, I see the green dot.
- (5 mins)
Ok then I won't be able to work. Will write this down in the ticket.

- (15 mins) - new private chat pops up
Hi, we need to talk.
- (3 mins)
Regarding ticket XY, why aren't you responding? It's really urgent.
- (5 mins)
Please notify me as soon as you're available, it's really important!!!

- (20 mins, new private chat opens)
Hi mate, I think the devs are up to mischief. Said you're not reachable, I'll try to poke them with the stun gun.

- (60 mins, message in the official and only endorsed support room)
@all We broke staging, <Me> never responds and <Team mate who tried to use the stun gun> wasn't helpful either.
We really need this now!!!!!!!

- 30 mins later... la me:
@all I was in a meeting with the stakeholders as we had an priority meeting... What was so important that you not only ignored the rule of not messaging privately and even ignored <team mate>s instructions?

- 5 mins later, answer
no need to be so unfriendly.... We broke staging as we had to test stuff out for next week's sprint review [something which is still 3 days away or sth like that]. We really need to take a look in the team at it and for that we must have staging working now!!!!
- (La me)
If you need it urgent now, you didn't plan ahead. And if you didn't plan ahead, you have to wait for others. The sprint review and all other important days are planned ahead for a reason.
- (Silence)

- (20 mins later, private chat, team lead)
Will you finally fix staging now?

- La me
If it could wait 3 hours now and you / your team ignored all netiquette, it can wait till next day, too. We had this discussion more than once, I don't think I need to explain this further.

(Silence)

All in all, the joys of communication...

Now the fun stuff is when this not only happens with 1 team, but many teams....

Having 35 - 40 private chats and chat window looking like a christmas tree thx to the immeasurable amount of notifications and colors... Yay...

Did I mention that I hate the ego some programmers have -.

My team handles infrastructure deployment and automation in the cloud for our company, so we don't exactly develop applications ourselves, but we're responsible for building deployment pipelines, provisioning cloud resources, automating their deployments, etc.

I've ranted about this before, but it fits the weekly rant so I'll do it again.

Someone deployed an autoscaling application into our production AWS account, but they set the maximum instance count to 300. The account limit was less than that. So, of course, their application gets stuck and starts scaling out infinitely. Two hundred new servers spun up in an hour before hitting the limit and then throwing errors all over the place. They send me a ticket and I login to AWS to investigate. Not only have they broken their own application, but they've also made it impossible to deploy anything else into prod. Every other autoscaling group is now unable to scale out at all. We had to submit an emergency limit increase request to AWS, spent thousands of dollars on those stupidly-large instances, and yelled at the dev team responsible. Two weeks later, THEY INCREASED THE MAX COUNT TO 500 AND IT HAPPENED AGAIN!

And the whole thing happened because a database filled up the hard drive, so it would spin up a new server, whose hard drive would be full already and thus spin up a new server, and so on into infinity.

Thats probably the only WTF moment that resulted in me actually saying "WTF?!" out loud to the person responsible, but I've had others. One dev team had their code logging to a location they couldn't access, so we got daily requests for two weeks to download and email log files to them. Another dev team refused to believe their server was crashing due to their bad code even after we showed them the logs that demonstrated their application had a massive memory leak. Another team arbitrarily decided that they were going to deploy their code at 4 AM on a Saturday and they wanted a member of my team to be available in case something went wrong. We aren't 24/7 support. We aren't even weekend support. Or any support, technically. Another team told us we had one day to do three weeks' worth of work to deploy their application because they had set a hard deadline and then didn't tell us about it until the day before. We gave them a flat "No" for that request.

I could probably keep going, but you get the gist of it.

Had an interesting time these past few days. Had a customer who, when I left for vacay, was complaining that he couldn't get access to our private package registry. Get back, this issue is still active.

We'd granted access to his github enterprise, and for some reason he wasn't getting the activation email. We spent about 22 hours of customer support time on his failing to help himself before he finally escalated to the standard 40 person IT enterprise tantrum/come to jesus meeting.

Long story short, he had somehow ignored repeated attempts (35 email replies to the ticket chain, 4 phone calls) to get him to check his spam folder. In which, as it was revealed to all the hollywood squares in attendance, there were no less than 35 activation emails from github granting him access. Of course, none of this was his fault. And while screensharing his big brain to god and everyone he decides the problem is now actually Microsoft because their office 365 spam email filtered his emails incorrectly. We of course agreed with his big brain, smoothed over his bruised ego and went about our day.

I mean, fair enough, it's kind of dumb that Microsoft ever spam lists github, but still. I was just a fly on the wall, and he burned all his paid support tickets on the issue, so hopefully we won't be dealing with him again this year.

Also, this is an edge case with our new product line, most of our customers are painless.

We recently signed a huge deal with a big, very known vendor. I asked if they had a web interface to the software. Of course, they said, and gave us a link. I clicked the link and was asked to install java. Turns out the web version is just the desktop version wrapped in a Java applet. The applet didn't do well with openjdk, so they asked me to file a support ticket. They gave me another link. The service desk required shockwave flash.

Week 278: Most rage-inducing work experience — I’ve got a list saved! At least from the current circle of hell. I might post a few more under this tag later…

TicketA: Do this in locations a-e.
TicketB: Do this in locations e-h.
TicketC: Do this in locations i-k.
Root: There’s actually a-x, but okay. They’re all done.
Product: You didn’t address location e in ticket B! We can’t trust you to do your tickets right. Did you even test this?
Root: Did you check TicketA? It’s in TicketA.
Product guy: It was called out in TicketB! How did you miss it?!
Product guy: (Refuses to respond or speak to me, quite literally ever again.)
Product guy to everyone in private: Don’t trust Root. Don’t give her any tickets.
Product manager to boss: Root doesn’t complete her tickets! We can’t trust her. Don’t give her our tickets.
Product manager to TC: We can’t trust Root. Don’t give her our tickets.
TC: Nobody can trust you! Not even the execs! You need to rebuild your reputation.

Root: Asks coworker a simple question.
Root: Asks again.
Root: nudges them.
Root: Asks again.
Coworker: I’ll respond before tomorrow. (And doesn’t.)
Root: Asks again.
Root: Fine. I’ll figure it out in my own.
TC: Stop making it sound like you don’t have any support from the team!

Root: Asks four people about <feature> they all built.
Everyone: idk
Root: Okay, I’ll figure it out on my own.
TC: Stop making it sound like you don’t have any support from the team!

Root: Mentions multiple meetings to discuss ticket with <Person>.
TC: You called <Person> stupid and useless in front of the whole team! Go apologize!

Root: Tells TC something. Asks a simple question.
Root: Tells TC the same thing. Asks again.
TC: (No response for days.)
TC: Tells me the exact same thing publicly like it’s a revelation and I’m stupid for not knowing.
TC: You don’t communicate well!

Root: Asks who the end user of my ticket is.
Root: Asks Boss.
Root: Asks TC.
Root: Fine, I’ll build it for both.
Root: Asks again in PR.
TC: Derides; doesn’t answer.
Root: Asks again, clearly, with explanation.
TC: Copypastes the derision, still doesn’t answer.
Root: Asks boss.
Boss: Doesn’t answer.
Boss: You need to work on your communication skills.

Root: Mentions asking question about blocker to <Person> and not hearing back. Mentions following up later.
<Person>: Gets offended. Refuses to respond for weeks thereafter.

Root: Hey boss, there’s a ticket for a minor prod issue. Is that higher priority than my current ticket?
Root: Hey, should I switch tickets?
Root: Hey?
Root: … Okay, I’ll just keep on my current one.
Boss: You need to work on your priorities.

Everyone: (Endless circlejerking and drama and tattling)

follow on from my last rant.

I've finally gotten my new Jira project. Only thing I seem to have access to change is the Kanban board columns. Still has 50+ fields when creating a ticket etc.

Asked the support team handling the request if this was a mistake. He said no, i'll need to open another ticket to have those changes requested.

Opened and got a reply. Currently there are 2 versions of Jira running. They are working on consolidating them atm and won't help me right now until this is done. I've been asked to re-open my request after the consolidation is done in March 2019.

5 ... fucking ... months, so I can have a competent ticketing process.

He pointed me to a page explaining the move and listing all the changes taking place. Well lets look at the changes they are making that are so critical:

Change 14: Rename "More info" status to "Needs more info".

... Oh pardon me. I didn't realise such critical show stoppers were being addressed. Please do continue. Don't mind me, i'll just be over here taking 4 hours to create an Epic and 6 stories. As you were

$work: Ey @Root, make this super simple thing.
$work: No, not like that.
$work: It also needs to do A, B, and C.
$work: No, not there. You should build it somewhere else, but I won't tell you where.
$work: You need to build out F and G, too.
$work: What do you mean you don't have the data? Just ask support drone #3. (who directs me to #2, and that one to #8 who doesn't know, and that one to #12 who won't answer)
$work: Why can't I do K, Y, or S? You should be able to infer these from the mind of whoever wrote the ticket by its wording, despite no mention of them whatsoever.
$work: Are you done yet? It's a super simple ask!

This is no meme, this is an actual customer support ticket we got :)

The tech stack at my current gig is the worst shit I’ve ever dealt with...

I can’t fucking stand programs, especially browser based programs, to open new windows. New tab, okay sure, ideally I just want the current tab I’m on to update when I click on a link.

Ticketing system: Autotask
Fucking opens up with a crappy piss poor sorting method and no proper filtering for ticket views. Nope you have to go create a fucking dashboard to parse/filter the shit you want to see. So I either have to go create a metric-arse tonne of custom ticket views and switch between them or just use the default turdburger view. Add to that that when I click on a ticket, it opens another fucking window with the ticket information. If I want to do time entry, it just feels some primal need to open another fucking window!!! Then even if I mark the ticket complete it just minimizes the goddamn second ticket window. So my jankbox-supreme PC that my company provided gets to strugglepuff along trying to keep 10 million chrome windows open. Yeah, sure 6GB of ram is great for IT work, especially when using hot steaming piles of trashjuice software!

I have to manually close these windows regularly throughout the day or the system just shits the bed and halts.

RMM tool: Continuum
This fucker takes the goddamn soggy waffle award for being utterly fucking useless. Same problem with the windows as autotask except this special snowflake likes to open a login prompt as a full-fuck-mothering-new window when we need to open a LMI rescue session!!! I need to enter a username and a password. That’s it! I don’t need a full screen window to enter credentials! FUCK!!! Btw the LMI tools only work like 70% of the time and drag ass compared to literally every other remote support tool I’ve ever used. I’ve found that it’s sometimes just faster to walk someone through enabling RDP on their system then remoting in from another system where LMI didn’t decide to be fully suicidal and just kill itself.

Our fucking chief asshat and sergeant fucknuts mcdoogal can’t fucking setup anything so the antivirus software is pushed to all client systems but everything is just set to the default site settings. Absolutely zero care or thought or effort was put forth and these gorilla spunk drinking, rimjob jockey motherfuckers sell this as a managed AntiVirus.

We use a shitty password manager than no one besides I use because there is a fully unencrypted oneNote notebook that everyone uses because fuck security right? “Sometimes it’s just faster to have the passwords at the ready without having to log into the password manager.” Chief Asshat in my first week on the job.

Not to mention that windows server is unlicensed in almost every client environment, the domain admin password is same across multiple client sites, is the same password to log into firewalls, and office 365 environments!!!

I’ve brought up tons of ways to fix these problems, but they have their heads so far up their own asses getting high on undeserved smugness since “they have been in business for almost ten years”. Like, Whoop Dee MotherFucking Doo! You have only been lucky to skate by with this dumpster fire you call a software stack, you could probably fill 10 olympic sized swimming pools to the brim with the logarrhea that flows from your gullets not only to us but also to your customers, and you won’t implement anything that is good for you, your company, or your poor clients because you take ten minutes to try and understand something new.

I’m fucking livid because I’m stuck in a position where I can’t just quit and work on my business full time. I’m married and have a 6m old baby. Between both my wife and I working we barely make ends meet and there’s absolutely zero reason that I couldn’t be providing better service to customers without having to lie through my teeth to them and I could easily support my family and be about 264826290461% happier!

But because we make so little, I can’t scrap together enough money to get Terranimbus (my startup) bootstrapped. We have zero expendable/savable income each month and it’s killing my soul. It’s so fucking frustrating knowing that a little time and some capital is all that stands between a better life for my family and I and being able to provide a better overall service out there over these kinds of shady as fuck knob gobblers.

Internal support article to get access to a tool:

"To get access click 'NO' in the 'was this article helpful section' and open a support ticket, making sure to mention the tool you are looking to get access to"

What fucking fresh hell is this? Why not have the article, contain the fucking link to open the ticket.

You have intentionally put up a useless article, in order to hack your way around this stupid system.

Story time:
Yesterday I wanted to go to the theater with my girlfriend. It was her idea because as a student you can get reduced tickets for the play, but only via the online store exactely two hours before the play starts. We had already tried two weeks before but with no success. So this time I said i want to be on my pc with a proper browser and not a mobile version like last time. So we are sitting at home me in front of their website on one screen and with a clock on the other screen. Two minutes realy i hit refresh and I get a selection for the reduced tickets, nice.

You would think.

After selecting the amount. ERROR: Can not get your tickets. I was like fuck they are already sold out because it's a popular play. But hey let's try again. I got one ticket but not the second one, okay strange lets try again, same ERROR again. WHAT the FUCK, no feedback what so ever. My girlfriend had then the idea that they maybe restricted the amount for reduced tickets to one (does not state this explicitly but hey lets give it a shot). Use second browser select one ticket. ERROR can not get you the amount of seats. Rage level near to a 1000 why did it work two minutes before but not anymore. Trying around for five more minutes finally got the second ticket.

Now the real fun begins.

Proceeding to checkout should not be that hard you would think, but you need to be registered for that. Okay so let's do that. The salutation is not required neither is the address for the tickets but you need to have a company name??!!!!! The fuck?? I am not self employed and neither are a most other people around here so why is this field mandatory? Beeing a little under stress I decided to found the "asdf" company with my girlfriend.

Now one would think checking out is easy. Not so fast.

After accepting the terms of service another ERROR, unable to accept your data. What data? I did not input anything new? Where does this come from? Ok never mind I am going to pay with credid card that must work!
ERROR: Internal paymentservice initialization failure! Sorry what? I thought maybe I was to long idle in this browser and they do not reserve the tickets for so long (which would be no surprise to me at this point). Let's try again. Nope same error.

Now my rage level was really over 9000 but we really wanted to go so I decided to call the customer SUPPORT. Or better to say I had a answering maching telling me for ten minutes how sorry they are that this takes so long, yeah you bet. Then and this is now really great: the support guy asks me: "What error do you see? Internal paymentservice initialization failure?" I was like, okay he knows this so they need to know how to handle it. FUCK NO. "Sorry I can't help you. This is our payment system maybe they (IT) are doing some maintenance I can't halp you. Call the theater directly good day." Sorry what just happened, you fuckers are the vendors for the tickets for nearly all big events around here and the theater explicitly states to call you for tickets but you can not help me? Like hell.

This process took 25 very frustrating minutes and I was really angry and wanted to quit, then I saw that there is also a paypal option which I had not tried. With very little hope i selected everything for the payment, registered with paypal and they told me I already had an account. So reactivated this five year old account payed with all the mobile passwords and tans to finally, after 30 fucking minutes, get a pdf file for a ticket. Repeated the last step for the second ticket and with some time left to get there we were off.

I'm sure this has probably been posted before, but it never fails to drive me nuts, and customers never stop doing it, so:

Why do end users think "it's broken" is all they have to put into the support ticket?

It's a web app, not a goddamn pretzel.

If the turn signal on your car stops working, do you drop your car off at the mechanic, hand them the keys, and say "its broken, fix it!"?

While I'm on the topic, "I tried to do {x} and it gave an error" is better than "its broken", but still: why do you think what the actual error says would be completely irrelevant, especially when we put in the effort to give you relatively meaningful error messages?

I mean, is "there was a problem sending the email" so utterly gibberish to you that it is indistinguishable from "error: 0x000351e6"?

If so, I'm sorry, but you're too stupid to use a goddamn computer!

Diversity Support Tickets EVERY-FUCKING-WHERE
Because if you happen to be born a woman or you like men (or women or both or none - its up to you) you'll get that €399 ticket for free. Seriously? From when white straight man can afford to pay for the conference but a different skin, gender or sexual orientation cannot?
No hate - you do you, but from my perspective as a woman, I feel this is kind of unfair to all my male fellas out there.

Client sends me support email concerning the CMS.

There's not enough details to go on, esp. browser info, so I ask her to fill out a support ticket.

She does, but doesn't enter any browser info, AND mistypes her email address so I have to correct it to reply to the right email.

I send her to whatbrowseramiusing.co and ask her to send the info to our support email address.
She emails support directly with these words: "I am using Google bowser".

I reply: click "Send to my designer" on whatbrowseramiusing.co and I give her exact steps to fill out the three form fields

She replies: "There is no 'Send to my designer', I only get the option to buy the domain."

I'm like "Whut?!" Did you mistype the URL? Why don't you click the link in the email? (Paraphrase)

This time I get an official email from whatbrowseramiusing.co, telling me that the client is using Safari 5.0.5. Which is five years old.

At that point I replied and said we really can't support this older browser, and included a link to the Firefox download page.

My work laptop (windows) updated yesterday. Today my monitors keep flickering, hanging, and going black for a few seconds then come back with an error that my display drivers crashed. Since I have basically zero access to anything admin on this machine, I put in a help desk ticket with all the details, the error message, even screen shots which took forever to get because of all the crashes.

They finally respond after about an hour, and tell me that my computer does not support 3 screens so I will have to use 2, and that is what is causing the crash. Well I have been using 3 screens with this computer since I started there in 2014, and it has worked perfectly until the update, so I asked if they could revert the update.

He told me that they could not revert it, and not only that, but I couldn't have been using 3 monitors before because the computer doesn't support it and never has. REALLY??? I just freaking told you I have been doing that for over 3 years so obviously it does support it you deaf, stupid retard. Try using your brain for 2 seconds and work on a solution instead of calling me a liar and dismissing my issue without thought.

After going back and forth for about 5 minutes I gave up and hung up. Finally I fixed it by switching out my docking station with another one I found laying around. Not sure why that worked, but I'm back to working on all 3 monitors. I called the guy back to tell him it's working and sent a picture of my setup, his response: "Well I don't know why that works because your laptop is too old to support that."

Useless...

Worst coding interruptions are, by far, instant messages. Especially messages I don't care about. People who tag an entire channel when they shouldn't. The Diversity and Inclusion channel that everyone has to join that tags the entire channel, all 2000 members, at least once a day to share some blog post nobody wants to read. Other employees sending "Hi" to me and expecting an immediate response even though I don't know what they want yet. People who think Slack is an alternative to our support ticket system.

I am often tempted to just sign out for the day, but unfortunately some of the messages are actually important...

Ticket: Allow merchants to customize how their Wallet Passes look! It’ll be super easy, just add these nine merchant-modifiable strings (they support vars) and use their contents for text instead of what we use now. Simple!

Reality: There need to be 24 strings, there are some rules I can’t convey to the merchant (because the system literally does not include instructions, only a name and a textbox), the code to generate the wallet pass is inefficient, uncommented, branching spaghetti that I’ll need to rewrite (it seriously generates every possible field, and then only uses the ones it needs), the specs are so much worse, and half the default values they want aren’t even possible. As in, I don’t know if it’s a car loan, let alone the exact make and model of the bloody thing.

And no, sorry, we have no way of knowing what their fucking “vertical” is, either, so we can’t display that. Fucking sales.

Asdhkjfsjfads

WHY MUST EVERYTHING SUCK

Me: Right, its Monday, time for a fresh start. Things have been unbearable, but i've nowhere else to go just yet. I gotta just dig deep, ignore everything bad and just get it done, It's all about positivity right? Lets just ignore the little things and keep moving.

*My morning so far, 2 hours in*

Remote dev: (timezone 5 hours earlier than me) Hey so whats the plan for this quarter?

Me: ... I posted a big detailed plan in the group chat on Friday night so you wouldn't be delayed ... but anyway, lets just move on. I need you to work on A, B and C. A is just copying what Android has already done, for B one of the backend guys working next to you is doing this, he'll be able to help you. C is all documented in the ticket.

Remote dev: cool thanks.

Local dev: So I was just chatting with remote dev ... yeah he told me he has no idea what he's suppose to do.

Me: ..... Ok i'll book a video call with him in the morning. Can't do it right now.

==========

Remote dev: Hey i'm helping the BE team do some testing. I found a bug in Android. Homepage says theres no trips. But Offers screen says there is.

Me: Ok so just to confirm, The "available" offers screen has offers to accept, but the white notification on the homepage saying "You have X offers to accept" is not showing up?

Remote dev: Correct!

*debugging for 5 mins*

Remote dev: actually no, the "accepted" offers tab has offers, but the homepage says there are no upcoming offers to work on.

Me: ..... ok, thats very different ... but sure, let me have a look.

Me: Right so the BE are ... again ... sending down expired offers. Looks like the accepted tab isn't catching it and the homepage is.

Remote dev: Right i'll open a ticket for Android.

Me: ... and BE team.

Remote dev: why?

Me: ... because they once again have timezone issues. This keeps causing issues in random places. BE need to fix this everywhere.

Remote dev: right, i'll chat to them and see if they can fix it.

==========

Product: So this ticket xxxxx is clear right?

Me: eh, kind of, so you want us to add feature X to user type A?

Product: correct.

Me: right but I don't see anywhere talking about the time it will take to build the screen for feature X

Product: What do you mean the screen?

Me: ... well, feature X is only accessible on screen Y ... we would have to change screen Y to support user type A ... you know ... so they can ... use the feature

Product: .... hhhhmmm .... i suppose you are right. Well we can't just add screen Y, we'll have to add W and Z, it won't make sense without them.

Me: ... ok sure, but our estimates put us over for this quarter. I don't think we can just add in 3 screens.

Product: No this is a must have.

Me: Ok so we'll have to drop something else.

Product: hhhmmm, don't think we can ... let me get back to you.

==========

Backend team invited me to a meeting at 6am my time on Friday.

==========

... 2 hours into Monday ... there must be vodka around here somewhere

...when users create a ticket or call support because they forgot their password. Even though there is a big 'forgot your password?'-button right below the login form.

I always wonder if they also call Google or Facebook when they forget their password on those accounts...

I just had a non-paying customer call me useless a total of 5 times in a support ticket.

Banning them from all of my apps might be worth a bad review.

* Urgent support ticket comes in.
* Switches to working on it.
* Urgent support ticket comes in.
* Switches team member to it.
* Urgent support ticket comes in.
* Gets dev team to help with it.
* Urgent support ticket comes in.
* Asks CEO to help on ticket.
* Urgent support ticket comes in.
* Cries.
* Urgent support ticket comes in.
* Prays to Mecca.
* Urgent support ticket comes in.
* ...

I then find out two more urgent support tickets are about to come in.

And then another one.

Help.

Hey Root, remember that super high-priority ticket that we ignored for five months before demanding you rewrite it a specific way in one day?

Yeah, the new approach we made you use broke the expected usecases, and now the page is completely useless to the support team and they're freaking out. Drop everything you're doing and go fix it! Code-complete for this release is tonight! -- This right after "impacting our business flow" while being collapsed on the fucking floor.

Jesus FUCKING christ, what the fuck is wrong with these people?

If I dropped the ball on a high-priority ticket for two weeks, I'd get fired, let alone for five fucking months.

If I was a manager and demanded a one-day rewrite I can only imagine the amount of chewing out I'd receive, especially on something high-priority.

And let's not forget product ownership: imagine if I screwed up feature planning for someone so badly I made them break a support tool in production. I'd never hear the end of it.

Fucking double standards.

And while I'm at it. Some of the code I've seen in this codebase is awful. Uncommented spaghetti, or an unreadable mess with single-letter variables, super-tightly coupled modules so updates are nearly impossible, typos in freaking constants added across sixty+ files, obviously-incorrect comments, ... . I'll have to start posting snippets to show them off. But could I get away with any of it? ha. Hell no. My code must be absolutely perfect. I hear about any and every flaw, doesn't matter how minor, and nothing can go out until everything is just so.

Hell, I even hear about flaws in other peoples' code during my code reviews. Why? Because I should have fixed it, that's why. But if I do, I get yelled at for "muddying the waters."

Just. JESUS FUCKING CHRIST.

It's like playing a shell game where no matter which shell I pick (or point to their goddamn sleeve where they're clearly hiding it), I get insulted for being so consistently useless, and god damn, how can I never find the fucking pea or follow the damned rules? I'm so terrible and this is why "nobody trusts me." Fuck you.

I'll tell you why I can't find your damned pea: IT'S RATTLING INSIDE YOUR FUCKING HEADS, you ASSHOLE FUCKING IMBECILES.

That's right: one pea among the lot of them.

goddamn I am fucking pissed off.

Support elevates a ticket.

Ticket: customer is getting a weird error uploading photo.

Can’t recreate. Tell support to call them back. I’ll sit in on the call.

Watch the process. Noting extraordinary...

Hmm.

Me: can you get the customer to open the pic in photo viewer?

Support asks as much.

Support: uh, he says he gets a similar error opening this photo in the photo viewer.

Me: 🤦‍♂️ that is a corrupt file!

Highlights from my week:

Prod access: Needed it for my last four tickets; just got it approved this week. No longer need it (urgently, anyway). During setup, sysops didn’t sync accounts, and didn’t know how. Left me to figure out the urls on my own. MFA not working.

Work phone: Discovered its MFA is tied to another coworker’s prod credentials. Security just made it work for both instead of fixing it.

My merchant communication ticket: I discovered sysops typo’d my cronjob so my feature hasn’t run since its release, and therefore never alerted merchants. They didn’t want to fix it outside of a standard release. Some yelling convinced them to do it anyway.

AWS ticket: wow I seriously don’t give a crap. Most boring ticket I have ever worked on. Also, the AWS guy said the project might not even be possible, so. Weee, great use of my time.

“Tiny, easy-peasy ticket”: Sounds easy (change a link based on record type). Impossible to test locally, or even view; requires environments I can’t access or deploy to. Specs don’t cover the record type, nor support creating them. Found and patched it anyway.

Completed work: Four of my tickets (two high-priority) have been sitting in code review for over a month now.

Prod release: Release team #2 didn’t release and didn’t bother telling anyone; Release team #1 tried releasing tickets that relied upon it. Good times were had.

QA: Begs for service status page; VP of engineering scoffs at it and says its practically impossible to build. I volunteered. QA cheered; VP ignored me.

Retro: Oops! Scrum master didn’t show up.

Coworker demo: dogshit code that works 1 out of 15 times; didn’t consider UX or user preferences. Today is code-freeze too, so it’s getting released like this. (Feature is using an AI service to rearrange menu options by usage and time of day…)

Micromanager response: “The UX doesn’t matter; our consumers want AI-driven models, and we can say we have delivered on that. It works, and that’s what matters. Good job on delivering!”

Yep.
So, how’s your week going?

Client support ticket: we printed the ID cards without leading 0’s can you fix it with software?
Me: unfortunately we cannot because the ID number can be any length. ID 123, 0123 and 00123 can exist. What barcode would 123 go to?
Client: this is ridiculous we will cancel our contract.
Me: i’m sorry we can’t correct for a mistake on your end.
(Side note: I know allowing 0123 and 00123 is dumb but my team didn’t design the business logic)

I've recently received another invitation to Google's Foobar challenges.

A while ago someone here on devRant (which I believe works at Google, and whose support I deeply appreciate) sent me a couple of links to it too. Unfortunately back then I didn't take the time to learn the programming languages (Python or Java) that Google requires for these challenges. This time I'm putting everything on Python, as it's the easiest language to learn when coming from Bash.

But at the end of the day.. I am a sysadmin, not a developer. I don't know a single thing about either of these languages. Yet I can't take these challenges as the sysadmin I am. Instead, I have to learn a new language which chances are I'll never need again outside of some HR dickhead's interview with lateral thinking questions and whiteboard programming, probably prohibited from using Google search like every sane programmer and/or sysadmin would for practical challenges that actually occur in real life.

I don't want to do that. Google is a once in a lifetime opportunity, I get that. Many people would probably even steal that foobar link from me if they could. But I don't think that for me it's the right thing to do. Google has made a serious difference by actually challenging developers with practical scenarios, and that's vastly superior to whatever a HR person at any other company could cobble together for an interview. But there's one thing that they don't seem to realize. A company like Google consists of more than just developers. Not only that, it probably consists - even within their developer circles - of more than just Python and Java developers. If any company would know about languages that are more optimized such as C, it would be Google that has to leverage this performance in order to be able to deliver their services.

I'll be frank here. Foobar has its own issues that I don't like. But if Google were a nice company, I'd go for it all the way nonetheless - after all, they are arguably the single biggest tech company in the world, and the tech industry itself is one of the biggest ones in the world nowadays. It's safe to say that there's likely no opportunity like working at Google. But I don't think it's the right thing. Even if I did know Python or Java... Even if I did. I don't like Google's business decisions.

I've recently flashed my OnePlus 6T with LineageOS. It's now completely Google-free, except for a stock Yalp account (that I'm too afraid to replace with my actual Google account because oh dear, third-party app stores, oh dear that could damage our business and has to be made highly illegal!1!). My contacts on that phone are are all gone. They're all stored on a Google server somewhere (except for some like @linuxxx' that I consciously stored on device storage and thus lost a while back), waiting for me to log back in and sync them back. I've never asked for this. If Google explicitly told me that they'd sync all my contacts to my Google account and offer feasible alternatives, I'd probably given more priority to building a CalDAV and CardDAV server of my own. Because I do have the skills and desire to maintain that myself. I don't want Google to do this for me.

Move fast and break things. I've even got a special Termux script on my home screen, aptly named Unfuck-Google-Play. Every other day I have to use it. Google Search. When I open it on my Nexus 6P, which was Google's foray into hardware and in which they failed quite spectacularly - I've even almost bent and killed it tonight, after cursing at that piece of shit every goddamn day - the Google app opens, I type some text into it.. and then it just jumps back to the beginning of whatever I was typing. A preloader of sorts. The app is a fucking web page parser, or heck probably even just an API parser. How does that in any way justify such shitty preloaders? How does that in any way justify such crappy performance on anything but the most recent flagships? I could go on about this all day... I used to run modern Linux on a 15 year old laptop, smoothly. So don't you Google tell me that a - probably trillion dollar - company can't do that shit right. When there's (commercialized) community projects like DuckDuckGo that do things a million times better than you do - yet they can't compete with you due to your shit being preloaded on every phone and tablet and impossible to remove without rooting - that you Google can't do that and a lot more. You've got fucking Google Assistant for fucks sake! Yet you can't make a decent search app - the goddamn thing that your company started with in the first place!?

I'm sorry. I'd love to work at Google and taste the diversity that this company has to offer. But there's *a lot* wrong with it at the business end too. That is something that - in that state - I don't think I want to contribute to, despite it being pretty much a lottery ticket that I've been fortunate enough to draw twice.

Maybe I should just start my own company.

This happened when I got my first IT support job. Naturally as a 1st line support you get to do the fun and not at all tedious thing of resetting passwords.

So I take a ticket from one of our HR people where they say that 3 new employees can't access a certain system.

Without going into too much detail here I reset the passwords according to our procedures and be done with it.

But at the end of the day it turns out that one of those 3 new employees was the new CEO, and he was known to be not the most pleasant of people to work with.

So ofc there was a chain of emails with the words "How can someone not know who I am" in there somewhere.

Had a nice stressful weekend wondering if I'll still have a job after Monday and we had a whole new password reset procedure created because of that.

I’m trying to add digit separators to a few amount fields. There’s actually three tickets to do this in various places, and I’m working on the last of them.

I had a nightmare debugging session earlier where literally everything would 404 unless I navigated through the site in a very roundabout way. I never did figure out the cause, but I found a viable workaround. Basically: the house doesn’t exist if you use the front door, but it’s fine if you go through the garden gate, around the back, and crawl in through the side window. After hours of debugging I eventually discovered that if I unlocked the front door with a different key, everything was fine… but nobody else has this problem?

Whatever.
Onto the problem at hand!

I’m trying to add digit separators to some values. I found a way to navigate to the page in question (more difficult than it sounds), and … I don’t know what view is rendering the page. Or what controller. Or how it generates its text.

The URL is encrypted, so I get no clues there. (Which was lead dev’s solution to having scrapeable IDs instead of just, you know, fixing them). The encryption also happens in middleware, so it’s a nightmare to work through. And it’s by the lead dev, so the code is fucking atrocious.

The view… could be one of many, and I don’t even know where they are. Or what layout. Or what partials go into building it.

All of the text on the page are “resources” — think named translations that support plus nested macros. I don’t know their names, and the bits of text I can search for are used fucking everywhere. “Confirmation number” (the most unique of them) turns up 79 matches. “Fee” showed up in 8310 places before my editor gave up looking. Really.

The table displaying the data, which is what I actually care about, isn’t built in JS or markup, but is likely a resource that goes through heavy processing. It gets generated in a controller somewhere (I don’t know the resource name so I can’t find it), and passed through several layers of “dynamic form” abstraction, eventually turned into markup, and rendered as a partial template. At least, that’s how it worked in the previous ticket. I found a resource that looks right, and there’s only the one. I found the nested macros it uses for the amount and total, and added the separators there… only to find that it doesn’t work.

Fucking dead end.

And i have absolutely nothing else to go on.

Page title? “Show”
URL? /~LiolV8N8KrIgaozEgLv93s…
Text? All from macros with unknown names. Can’t really search for it without considerable effort.
Table? Doesn’t work.
Text in the table? doesn’t turn up anything new.
Legal agreement? There are multiple, used in many places, generates them dynamically via (of course) resources, and even looking through the method usages, doesn’t narrow it down very much.

Just.
What the fuck?
Why does this need to be so fucking complicated?

And what genius decided “$100000.00” doesn’t need separators? Right, the lot of them because separators aren’t used ANYWHERE but in code I authored. Like, really? This is fintech. You’d think they would be ubiquitous.

And the sheer amount of abstraction?
Stupid stupid stupid stupid stupid.

I swear, if I ever were to develop a support ticket system, I'd require credit card credentials for P1 tickets - "for covering potential costs to get the developer to the computer at this point in time". Let's see how many of your fucking tickets are Business critical after all!

First year at university, prepared to set up multiple electronics.
rPi, arduino Ethernet shield, laptop, and desktop.
Brand new netgear switch to satisfy my internet surfing needs....

After setting up my devices, I realized none of them have internet. Hm. The feed port on my switch wasn't blinking either. So I tell the front desk, and a short 7 days later the port is back on. Yay, problem solved.

One morning I arise to see the port dark and inactive. Furious I use my laptop to share an internet connection while my actual port is "broken".

Support ticket is reopened and this time I get an email saying the port was disabled due to a security issue.

Me: what's the issue?
IT: there was more than two devices connected to the port

(OnLy TwO dEvIcEs PeR port???)

Me: oh okay I will only connect two.

The next day the port is disabled, again.

Me: can you tell me why it was disabled?
IT: a switch was detected being used, security error.
Me: how do I connect more than one device to the port without a switch???
IT: ...
IT: Please only connect one device.

🤔

Saturday. It's already an evening. Kid is asleep. Wife is doing her thing in another room. I'm on my own, I now have time do do whatever I want! So a personal project time it is!

Open up a lappy, wake up my Mint. Switch to a workspace with IntelliJ ide. There's some message popped up on a screen. With a red cross. Read the message -- your licence has expired.

Shit.

Open up chrome, go to jetbrains website, log in, purchase an all-in licence page, filling in the form, last check before confirm... Wait, that ain't right. That's my college email I no longer have access to! Phew, it's a good thing I checked before submitting!

Go to account settings, update my email address, go back to licence purchase form, fill it all in, last check, and...

Wait..
Email hasn't changed. What if they send something valuable to my mailbox upon lic purchase? I can't risk, it's 200€ after all...

Oh come on! Open a support ticket. But it's Saturday so I don't think I'll get a response until Monday :(

and there goes ruined a perfect evening for some coding :(

shit...

Got a ticket today to redo the companies html e-mail signature.
Requirements: Support for Outlook 2007-2016.

Me never done one before, thinking: "Regular Html and a bit of CSS, no biggie, can't be that hard"
Also me: "Okay let's see which CSS features are supported in Outlook 2007"

Quick google search to find out that there is nearly no support for anything and that Outlook uses Word as render engine.
Someone seriously thought using motherfucking Word to render Html & CSS is a good idea? FML

So my client is (was) paying 3500$~ a month to that service that has also an API and we have been now fighting atleast 2 months for them to raise the rate limit higher. (because the new features pull in a lot more records, to basically make their shitty old dashboard obsolete at some point)

He's even willing to pay more, but the ticket and calls just get thrown around from one level to another, when he threatened to quit, all they changed was to send him to another level that was suggesting 3 months 10% off and when he declined it just got thrown into the pool again lol

So what we end up doing is register his wife on same service (there's not really any alternatives that actually have all that weird shit he needs and his wife was co-owner anyway, so it was just a name change basically), but just tick the higher API rate limit and it worked, he's now quitting the old one.

What's funny though, the new contracts for the same thing he was paying cost just ~2450$ (would have been even less, but hes too clingy on that one page I can't recreate without having the data) so they just lost that revenue, just because they didn't want to raise the API rate limit and the client also decided to give me the difference of one month on top of my contract, once the new contract kicks in and the old one expires in 6ish days (at best) or 12ish days at worst

well done support and assigned engineers, not only did you just lose a client with an old contract paying you 12000$/year more, but you also gave me a great free bost in money lol

btw: I hope I put everything in again, I this time decided to be brave (read as "stupid") and wrote it in the devrant webapp, then accidentally clicked twice outside the borders, making everything disappear..

Getting corporate VPN access:
PM: Here's the program to get in, it should work.
Me: Won't install.
PM: sorry old version, here is the new one.
Me: Can't get in
PM: create a ticket
Support: Not sure, just try again
Me: Still won't work
Support: We forgot to set some attributes in your account, should work now.
Me: Nope.
Support: We are investigating.
*two weeks later*
Support: should work now.
Me: No it doesn't you stupid f***tards.
*gives up all hope*

> Worst work culture you've experienced?

It's a tie between my first to employers.

First: A career's dead end.
Bosses hardly ever said the truth, suger-coated everything and told you just about anything to get what they wanted. E.g. a coworker of mine was sent on a business trip to another company. They had told him this is his big chance! He'd attend a project kick-off meeting, maybe become its lead permanently. When he got there, the other company was like "So you're the temporary first-level supporter? Great! Here's your headset".

And well, devs were worth nothing anyway. For every dev there were 2-3 "consultants" that wrote detailed specifications, including SQL statements and pseudocode. The dev's job was just to translate that to working code. Except for the two highest senior devs, who had perfect job security. They had cooked up a custom Ant-based build system, had forked several high-profile Java projects (e.g. Hibernate) and their code was purposely cryptic and convoluted.
You had no chance to make changes to their projects without involuntarily breaking half of it. And then you'd have to beg for a bit of their time. And doing something they didn't like? Forget it. After I suggested to introduce automated testing I was treated like a heretic. Well of course, that would have threatened their job security. Even managers had no power against them. If these two would quit half a dozen projects would simply be dead.

And finally, the pecking order. Juniors, like me back then, didn't get taught shit. We were just there for the work the seniors didn't want to do. When one of the senior devs had implemented a patch on the master branch, it was the junior's job to apply it to the other branches.

Second: A massive sweatshop, almost like a real-life caricature.
It was a big corporation. Managers acted like kings, always taking the best for themselves while leaving crumbs for the plebs (=devs, operators, etc). They had the spacious single offices, we had the open plan (so awesome for communication and teamwork! synergy effects!). When they got bored, they left meetings just like that. We... well don't even think about being late.
And of course most managers followed the "kiss up, kick down" principle. Boy, was I getting kicked because I dared to question a decision of my boss. He made my life so hard I got sick for a month, being close to burnout. The best part? I gave notice a month later, and _he_still_was_surprised_!
Plebs weren't allowed anything below perfection, bosses on the other hand... so, I got yelled at by some manager. Twice. For essentially nothing, things just bruised his fragile ego. My bosses response? "Oh he's just human". No, the plebs was expected to obey the powers that be. Something you didn't like? That just means your attitude needs adjustment. Like with the open plan offices: I criticized the noise and distraction. Well that's just my _opinion_, right? Anyone else is happily enjoying it! Why can't I just be like the others? And most people really had given up, working like on a production line.

The company itself, while big, was a big ball of small, isolated groups, sticking together by office politics. In your software you'd need to call a service made by a different team, sooner or later. Not documented, noone was ever willing to help. To actually get help, you needed to get your boss to talk to their boss. Then you'd have a chance at all.

Oh, and the red tape. Say you needed a simple cable. You know, like those for $2 on Amazon. You'd open a support ticket and a week later everyone involved had signed it off. Probably. Like your boss, the support's boss, the internal IT services' boss, and maybe some other poor sap who felt important. Or maybe not, because the justification for needing that cable wasn't specific enough. I mean, just imagine the potential damage if our employees owned a cable they shouldn't!

You know, after these two employers I actually needed therapy. Looking back now, hooooly shit... that's why I can't repeat often enough that we devs put up with way too much bullshit.

Today I closed my first support ticket! :D
It feels fucking good!

Colleague calls the IT support because he forgot his Windows login after the holiday.
IT Support: "Please go to the intranet and write a ticket" - telephone call ended.

Classic support ticket:

Me: "Uh... those numbers in your screenshot look right"

Customer: "Well it wasn't yesterday, looks like it is fixed now"

Me: "...."

-closes ticket-

Well, everytime I build a pc for a friend I'll always end up telling myself "this is the last time". Not bc I have a problem with building pc's, I love it, but its the "free of charge" 24/7 IT-support my non techy (techii?) friends expects from me after the build is done I hate.

So here's the deal.
A week ago I built a brand new pc for a friend, as usual (bc he's a good friend) I told him that my "fee" would be a couple of beers and the train ticket up. So I got there, built the pc and we hooked it up to his monitor. About 5sec in to windows the screen went black. My friend started to panic, and I started to check if all the components and cables were hooked up right (tho I've done this a couple of times, shit can happen) but found nothing was wrong.
I had to take the train home, cause it got late AF and I live in another city, but I told him to try another cable. Felt bad AF for not being able to help him.
Flash forward 2 days, my friend started messaging me late in the evening, complaining about how he had tried everything and ultimately had to leave the pc at an (as he called it) "proffesional" who charged him 100$.
I felt even guiltier about that one, asked him if he tried to change the hdmi, but he said that's in The hands of this guy now.
Two days later this PC God gave him an answer.
Guess What he told him?
CHANGE THE ***** HDMI CABLE.
Well, shit..
Afterwards he wanted help installing drivers over fb-messenger.
I love my friends, but man why do I do this to myself.

Product Manager: We’re assigning you to the Guest Checkout project.

I look at the Guest Checkout epic in JIRA and see it only includes frontend scope. Nothing about backend implementation.

I also find an older ticket about guest checkout. It was written by the former Product Manager. It explicitly says our admin switch for guest checkout no longer works because rebuilt checkout to use react. Why does no one bother to check the backlog??? I found this just by searching “guest checkout.”

Me: Um, our website doesn’t support guest checkout.

PM: What?! But the admin has a guest checkout option that can be turned on and off.

Me: Those admin options only apply if you’re still using the out-of-the-box solution for the e-commerce platform. Remember how we rebuilt checkout using React? We didn’t build it to support guest checkout. That admin switch doesn’t work anymore. We can ask a backend dev to confirm.

I check the code. The code that relates to the admin switch for guest checkout no longer exists. It’s a dead switch.

BE Dev: We made a lot of customizations since we purchased the e-commerce solution. So yeah, that guest checkout switch doesn’t work.

PM: [to me] …Our BE devs are busy with other projects. Can you do the backend for guest checkout?

😳

Me: You realize I’m just a frontend dev with only some backend knowledge, right? I’m not even close to fullstack. And you want me to architect an entire guest checkout flow? That will work with our current checkout experience? And that is HIPPA compliant? On top of doing the frontend?

So, a few months back my mother had some issues with her windows 10 box not being able to do proper backups to a backup partition. At the same time I was pulling insane hours at work and writing on a eBook on commission for a guy, besides having small kids with on and off flu and shit.

Needless to say, I didn't have time to look at the backup issues. Well, even though my mom is one of those dogs you can't teach new tricks, she has always been resourceful enough to get help with things.

This time she picked up the phone and called Microsoft Support, got some guys to remote in and take a look. They messed around a bit and said they were done.

She phoned me up later that day to tell me how proud she was of herself for doing that. Of course, she skipped telling me the important bit about she actually calling them, rather describing it as "Microsoft was just on my computer and fixed it".

You can imagine my immediate reaction, cold sweat running down my back, adrenalin rushing in as I dug through the details of what had happened.

A few days later she calls me up again and tells me the problem is back, and we agree that even though the MS dudes was not able to fix it at first, she should try again, as she had a ticket to reference.

The next attempt by MS actually fried her partitions, and apparently they had f-ed up trying to delete and recreate the backup partition.

That's not the worst of it though. Since they fried her disk, her computer crashed and naturally the remoting won't work. In our country, they have no people on the ground to do hands on help, and they didn't have a partner near by. Her not having a win 10 usb stick, nor a spare computer to make one, she was in a surreal predicament.

She was also quite pissed, and pissed off mums are not to be messed with. She managed to get Microsoft to agree to cover the costs of a non-partner to visit her to fix the problems, and using her as the middle man, they made an agreement with the 3rd-party tech support company.

After the box was fixed though, some more issues arose... regarding billing. The 3rd-party tech support was unable to get in contact with the person at MS that was going to sign off on the bill, and again using my mom as the middle man, it was agreed that my mom, as the customer, was to be reimbursed for the bill to the 3rd-party.

Guess what... 3 months went by, with weekly follow-ups and nagging from my mom, and still no money...

At this time, I had time to help her, and after some digging and borderline stalking, we managed to get the phone numbers of some of the higher ups in my country, and she started calling them directly.

After talking to a couple who refused to help, she reached the Vice President of the country branch, and was finally able to talk to someone who gave a shit.

Still took over a month more to actually get the money, but now she had someone who actually gave her statuses, receipts and ETAs.

FUCK!

Raised a support ticket with an api provider about unclear error messages. They were as confused as I was and as the thread continued I essentially ended up debugging thier application for them!

ComputerToucher: *opens Jira ticket* Dev team needs tokens for the APM for a new app with multiple tenants. Ezpz. Hey, developer. Do you want one golden token for all of your app tenants or would you like us to generate one token for each?

Developer: Let’s have a meeting to discuss it.

CT: It’s…an exceedingly simple question. One token or 4? Which does your app support?

Dev: Yeah I think we should discuss with this with the platform team, can you set up the call?

CT: (Internally) I am the platform team? Do you not know how your applica-never mind I’ll just ask the PM directly.

CT (in chat): I’ll ask PM to schedule the call.

*Goes back to Jira ticket, changes priority to 4, removes ticket from sprint entirely, picks something else to work on*

Nothing ticks me off faster than non working websites or apps of big companies.

For example how can it be that the Lufthansa app has no offline support for ticket stuff and loads like all their requests worldwide would be handled by one raspberry pi A...
YOU GOT THE MONEY SO GET THIS SHIT DONE

!rant
If you have software in production please have some way for a user to find some contact email (create for this reason only if needed.)

I have run into crippling bugs in huge essential systems (state dmv new system, the ticket system utility marking) which they were oblivious to until I went out of my way, like a stalker to get some contact of someone remotely related to someone I could drop this info in the lap of, and so far it was a total shock to them (the dmv system was taken offline for 3 days to resolve)

I get not wanting to run a helpdesk to support users, but give technical users some contact info ( even if you think you have full coverage analytics because, being software, it may have a bug)

/rant

Oh, $work.

Ticket: Support <shiny new feature> in <seriously dated code> to allow better “searching” (actually: generating reports, not searching)

UI: “Filter on” inputs above a dynamic JS table don’t update said table; they trigger generating a new report.

Seriously dated code: 12 years old. Rails v3-isms. Blocks access without appropriate role; role name buried in secrets configuration files. Code passes data round-trip between server/client/server/model that isn’t ever used. Has two identical reports with slightly different names, used interchangeably. Uh, I guess I’ll update both?

Reports: Heavily, heavily abstracted; zero visibility.

Shiny new feature: Some new magical abstraction layer with no documentation nor comments. Nobody in my team knows how it works. The author… won’t explain, but sent me her .ppt presentation on it (the .ppt, not a recording).

Useless specs for seriously dated code: Tests exclusively factory-generated data; not the controller, filters/lookups, UI, table data, etc.

Seriously dated code and useless spec author: the CISO.

The worst part: I’m not even surprised at any of this.

This morning, I felt pretty good. I had a healthy breakfast and I took the longer U-bahn journey into work so as to enjoy the Autumn scenery. I get to my desk after greeting my colleagues with the customary "Guten Morgen" and I began to plan my work for the day. I see there is a new ticket assigned to me which relates to a HTML issue. The customer support team are able to use a HTML editor to made changes to a section of a user's dashboard and from time to time, I get asked to fix their mistakes. Usually, it is something small, but it makes me cringe every time I see the markup. "Tables...tables everywhere!!!", sighed the once happy dev.

Time for a coffee break and a sit-down with the support team

Alright lets install PHP7 :D
6 hours later....

Opens a support ticket: Screwed up everything !

Not as much of a rant as a share of my exasperation you might breathe a bit more heavily out your nose at.

My work has dealt out new laptops to devs. Such shiny, very wow. They're also famously easy to use.
.
.
.
My arse.
.
.
.
I got the laptop, transferred the necessary files and settings over, then got to work. Delivered ticket i, delivered ticket j, delivered the tests (tests first *cough*) then delivered Mr Bullet to Mr Foot.

Day 4 of using the temporary passwords support gave me I thought it was time to get with department policy and change my myriad passwords to a single one. Maybe it's not as secure but oh hell, would having a single sign-on have saved me from this.

I went for my new machine's password first because why not? It's the one I'll use the most, and I definitely won't forget it. I didn't. (I didn't.) I plopped in my memorable password, including special characters, caps, and numbers, again (carefully typed) in the second password field, then nearly confirmed. Curiosity, you bastard.

There's a key icon by the password field and I still had milk teeth left to chew any and all new features with.
Naturally I click on it. I'm greeted by a window showing me a password generating tool. So many features, options for choosing length, character types, and tons of others but thinking back on it, I only remember those two. I had a cheeky peek at the different passwords generated by it, including playing with the length slider. My curiosity sated, I closed that window and confirmed that my password was in.

You probably know where this is going. I say probably to give room for those of you like me who certifiably. did. not.

Time to test my new password.
*Smacks the power button to log off*
Time to put it in (ooer)
*Smacks in the password*
I N C O R R E C T L O G I N D E T A I L S.

Whoops, typo probably.
Do it again.
I N C O R R E C T L O G I N D E T A I L S.

No u.
Try again.
I N C O R R E C T L O G I N D E T A I L S.

Try my previous password.
Well, SUCCESS... but actually, no.

Tried the previous previous password.
T O O M A N Y A T T E M P T S

Ahh fuck, I can't believe I've done this, but going to support is for pussies. I'll put this by the rest of the fire, I can work on my old laptop.

Day starts getting late, gotta go swimming soonish. Should probably solve the problem. Cue a whole 40 minutes trying my 15 or so different passwords and their permutations because oh heck I hope it's one of them.
I talk to a colleague because by now the "days since last incident" counter has been reset.

"Hello there Ryan, would you kindly go on a voyage with me that I may retrace my steps and perhaps discover the source of this mystery?"

"A man chooses, a slave obeys. I choose... lmao ye sure m8, but I'm driving"

We went straight for the password generator, then the length slider, because who doesn't love sliding a slidey boi. Soon as we moved it my upside down frown turned back around. Down in the 'new password' and the 'confirm new password' IT WAS FUCKING AUTOCOMPLETING. The slidey boi was changing the number of asterisks in both bars as we moved it. Mystery solved, password generator arrested, shit's still fucked.

Bite the bullet, call support.
"Hi, I need my password resetting. I dun goofed"
*details tech support needs*
*It can be sorted but the tech is ages away*
Gotta be punctual for swimming, got two whole lengths to do and a sauna to sit in.
"I'm off soon, can it happen tomorrow?"
"Yeah no problem someone will be down in the morning."

Next day. Friday. 3 hours later, still no contact. Go to support room myself.
The guy really tries, goes through everything he can, gets informed that he needs a code from Derek. Where's Derek? Ah shet. He's on holiday.

There goes my weekend (looong weekend, bank holiday plus day flexi-time) where I could have shown off to my girlfriend the quality at which this laptop can play all our favourite animé, and probably get remind by her that my personal laptop has an i2350u with integrated graphics.

TODAY. (Part is unrelated, but still, ugh.)
Go to work. Ten minutes away realise I forgot my door pass.
Bollocks.
Go get a temporary pass (of shame).
Go to clock in. My fob was with my REAL pass.
What the wank.
Get to my desk, nobody notices my shame. I'm thirsty. I'll have the bottle from my drawer. But wait, what's this? No key that usually lives with my pass? Can't even unlock it?
No thanks.

Support might be able to cheer me up. Support is now for manly men too.
*Knock knock*
"Me again"
"Yeah give it here, I've got the code"
He fixes it, I reset my pass, sensibly change my other passwords.
Or I would, if the internet would work.

It connects, but no traffic? Ryan from earlier helps, we solve it after a while.

My passwords are now sorted, machine is okay, crisis resolved.

*THE END*

If you skipped the whole thing and were expecting a tl;dr, you just lost the game.

Otherwise, I absolve you of having lost the game.

Exactly at the char limit

My coleague's story

- before leaving after long day at the office final look at support cases (after official support hours)
- sev1 ticket logged an hour ago, noone called us (although should have; after support hours)
- angry manager calls and demands to get in touch with the client immediately (we're already after support hours, FTS should pick the case, not us)
- we reach out. Customer has business-impacting case
- after initial info gathering: some cert got expired, they got a new one and placed it in the app's directory. The app still does not work
- the first question we ask: "are you sure you have placed it in the right directory?"
- "yes, we are sure. No problems there" - answers a voice with indian accent
- noone finds the root cause for hours.
- It's already 1am
- someone from client's specialists comes up with an idea: "are we sure the cert is in the right place? Let's try to move it to the same directory the old one was in the first place"
- .................................................
- production is working again
- "Why didn't anyone from support suggest this?!?!"
- .................................................
- 2am. Case solved, manager is informed everything's allright now.
- In the morning we get yelled at by the manager bcz we supposedly missed a sev1 ticket and were incompetent during the conf. call

This reminds me why I stay away from support. And why I started hating people. And why I do not work with indians (our ways are too different for me to stay sane and not to kill anyone).

I work as a customization and integration developer. Two months ago a customer opened a support ticket with an issue they encountered. I fixed it and released the new package. Today they opened a new ticket on the very same issue. Turns out they never even installed the fixed version.

Choke on a fucking narwhals horn you pieces of shit, 28 days no ticket answer, then raised the issue again and again and again, still no answers, tried their email added in all github support readmes - got that in return, all their issues are closed except for the python wrapper, just fucking send me back a notice of your death already.

I hate lying customers.

Today a customer opened a support ticket related to his website account. Apparently he is losing his session right after the login success.
I've debugged everything, checked all logs and couldn't reproduce it.
I know every bit of business logic on the website by heart.
The only explanation could be that his browser either doesn't allow cookies or expires them after page change.
So I asked him to check.
"Yes, cookies are allowed in my browser" he wrote.
Well... fuck me... I will change the code to put the session ID in the URL as well. If it works - and I'm 100% sure of that - I will personally mail him a collection of the finest turds.

So a couple of days ago we noticed a strange behaviour with a playment plugin for an online shop of a client. We opened a ticket in the support center and got a response that basically said "Nobody ever reported this behaviour. Therefore this is not a bug."

DevSup channel:

Someone: FYI, Db is down(ticket link)

Otherone: Can anyone help me connecting
with db? I am having issues.

I am so happy I am leaving this place in 2 months.... 😂😂

Support Team Member opened a ticket.

> This customer's image isn't loading.

Load image, it's white and transparent on a white page.

Holy retarded internet company. The fiber cable that comes from the power pole lost its connection to the building I live in. So the fiber was laying on the ground in the parking lot. The upside is it is still working. The problem is people are going to run over the fiber and break it. So I sent an email to the ISP on Thursday. They didn't create a ticket all day on Friday. By the time I got home they were not open. I called their tech support number and pressed 0 until I got a real person. I explained they need to fix this soon or it will get broken. They said "I understand" and then proceeded to create a ticket for fucking wednesday next week! I told them it will damaged by then. They said "I understand". Then I get a text saying they will do this wednesday. No you stupid fuckers, you do not understand!

Queue the McGuiver music:
I got out some steel wire I use to fix stupid shit like this. I made a hook to connect the steel cable holding the fiber. This hook will go around some exposed electrical conduit. Then I got a board to lift it up high (no ladder and 5 inches thick of ice on ground). I cannot balance wire hook on board and get it to slip down. So I got a steel pole I have and attached another hook with electrical tape. As I passed the hook over the conduit I used other pole to grab bottom of hook and pull it down to keep a hold of the conduit. Now the fiber is up in the air again above the parking lot. I hope this stupid hack works until wednesday. My right arm hurts like hell cause the strain of holding the fiber taut while I pulled the hook down. It strained my right hand.

Worst customer service on the planet with Century Stink. They fucking make it harder than hell to get help and it seems they take almost a week to fix shit.

So I tried to bye a ticket from mobile app which seems not to be working so I contacted tried to contact the customer support team from twitter because they were not picking their phone and this is the response I got. How the fuck am I supposed to know who made it ?😡😡😡I wasted hole day to argue with them.

I am in love.
I am in love with all the guys and girls working at Microchip support.
I am the kind of user that does not really understand what he's doing/what he wants to do, so I am constantly stuck in stupid configuration errors or looking for impossible solutions, yes I am THAT kind of a user...

Here is a PWM working, a support guy spent some minutes telling me that I have to connect to the right pin.
Ok, he had to tell me twice.😳
Thank you, it may have taken me days to find out this.

They does not know, but there is a HUGE amount of decreasing dumb question incoming 😈
Please be kind with me, and don't get mad when things will get serious, I will probably bring hell in your office, I am very sorry for that...

Still, thank you for helping the dumbest learner-by-mistake that doesn't know how to recognize a mistake.

I can't write this in the ticket system, I hope someone of you use devRant! (atsame54 office, I am talking with you!)

You are my stack overflow, and the project I will develop with your help is quite the only thing left before my graduate.

I will owe you so much beers, love you guys!!!

Bittrex is "amazing"...

I had lost my 2FA a long time ago (as my phone fried) and missed the account ferification deadline which caused my account to get disabled. Off we go to support!

0. Nothing to rant about at this point. I just created an account in their zendesk, logged in and logged a ticket to reset my 2FA and reactivate my account. They asked me for info, I provided it to them and got my 2FA disabled. Hooray!

1. I then asked to reenable my account. They sent me a link to restart the verification process. I open up that link and log in. I'm asked to upload some photos. I select requested photos from my galery and hit [UPLOAD]. An error pops up saying that smth wrong happened and I need to reload that site and reupload my photos. After page refresh they are telling me they are validating my uploaded info (w/o any way to resubmit my info, which, according to the error seen below, was not successfully submitted in the first place)...

2. So I reach out to the support guy again. Guess what he replies! He says he's sorry but he cannot help me any more and I need to create a NEW ACCOUNT in their support site with the same email <???!!!???>

3. I try to log in to the support portal and my access no longer works. MY ACCOUNT HAS BEEN DELETED! WTF!!!

4. I do as I'm told and create a new acc with the same email. Now I can log back in. So I'm raising a new ticket saying I still cannot finish my verification process due to the same error. It looks like it's going to be a fun ride with them so I can't wait to see what they'll reply.

Someone blocked access to AWS RDS database and for the past few weeks I can't access the database from my machine when connected to our company network.

Created support ticket to internal IT team and someone closed the ticket. I re-opened the ticket and in the comment someone wrote "Their team doesn't handle AWS access".,

Wrote email to the director of infrastructure and that asshole replied to me asking some questions and after that his been ghosting me for past 2 weeks.

I'm tired and I don't have energy to do any more follow ups.

Alrighty, saturday morning rant time!

I just recieved a mail from one of my not-so-much-loved colleagues.

Now Background first: I work in IT-Support. We provide services for other companies. One of those services is monitoring servers and clients for various things. I recently took over the project (was assigned to do it) and restructured everything, wrote new scripts to test more stuff, successfully tested it internally and rolled it out over the last 2 weeks.

Now one of these scripts hooks into the Windows Update API and looks at the update history. It filters for known Windows Update Agent strings (UpdateOrchestrator, AutomaticUpdates and AutomaticUpdatesWuApp in case you also want to do something like this) and then looks for installation errors over the last 24 hours and wherever there have even been any successful updates over the last one and a half months.

Back to that mail.

My colleague sent me this lovely mail about a ticket i opened about his customers servers beeing all out-of-date on updates.

"This is all wrong, everything's fine. I disabled the checks."

...

It's on bitch.

So i logged on to my work PC via TeamViewer, opened my script, connected to the customer and was ready to debug the shit out of my script, knowing i probably won't even need to.

I looked at the update history via Windows Update itself and behold: 1st April. That's almost 50 days in the past.

So the script works, go figure.

Great, so search for new Updates then.
>None found.

Hm. What could it be? Did my super special colleague forget to care about his very special totally-needs-WSUS-customer WSUS again?

Yup.

Online-Search finds a ton of new Updates.

Screenshot, write pissed mail to colleague, re-enable checks, breakfast.

It took AWS about a month to figure out why their load balancer was screwing up content length for requests from our site. Multiple times the ticket was closed due to inactivity because they took so long to investigate. Turns out there's a bug with how AWS load balancers scale, and when they are below a certain traffic threshold they truncate extremely long content. Their solution was to edit the balancer behind the scenes to always be scaled up, and then tell us to never delete it.

So then every time we needed to set up a staging environment we had to contact support so they'd edit the balancer. Which always took ages since most of the support agents didn't understand the convoluted issue and had to forward it on to more technically inclined staff, who then had to investigate fresh every time.

This was ridiculously annoying, so I spent months writing an automated solution to spin up staging new environments on the spot, this made use of a haproxy server which had to edit rules on the fly so that the AWS balancer could be circumnavigated. It was a better system then the old way anyway, but all the same an irritating issue to be forced to deal with.

All around a very shitty experience. This was a few years ago now and I'm not employed there any more, but I hope AWS fixed this since then.

I get some error when deleting an azure service so I put a support ticket asking for help. Just as I am about to close my computer for the day I receive an email saying:

"Product team will disable the account xxxxx from backend".

The xxxxx is our subscription number. The subscription that hosts not only that service but also production servers and databases, storage accounts containing backups, etc.

I replied to the email so hopefully disaster is avoided otherwise tomorrow wont be a happy day.

Don't need Netflix when you have a production deployment right before a long weekend. It has failed since last two weeks due to vulnerabilities present in one of libraries(P.S. FUCK JAVASCRIPT and Post release vulnerability scans!). You have rewritten the whole functionality from scratch twice! Security gates finally open for you, welcoming with arms wide open. So you click Deploy! DAFUQ!! FUCK MY LIFE! Deployment failed! It's only a 3 hour window to deploy! You frantically re-review your code, is it me?? Not again!! It isn't! Well, why is the deployment failing, you work against the clock. Going through configs, code, documentation! WTF is it?? Should I give up and raise a support ticket? Nope! You login to the server, sifting through logs and configs, there's a couple of other tickets with today's deadline. What are you going to do? And you get a hint! You take the hunch, change the config 5 minutes before deadline!
Get merge request approved, wait for the build, hit DEPLOY!! Nail biting 3 minutes! Your eyes fixed on the logs! Building..... Pushing instances..... Starting App..... SUCCESS!!! Finish the remaining tickets! Your long weekend still exists!

Three days ago my focus was shifted from a development role to a support role. I was shifted to replace another support guy who had used fraud to get the position. I have no experience with this role but there was decent KT and I'm catching on fine. During onboarding and KT I'm serving as the first contact for new tickets and whatnot...

Today I got a ticket with an error on our production instance that no one had ever seen before. It prevented the guy from using our service entirely. I tried to reproduce it and... I couldn't use the service either. No one could. Everything was down. I could see the sweat building on my manager's forehead.

Thankfully another member on my team has done a bit of support before, so we collaborated with each other and other teams throughout the day to figure out what's wrong and how to fix it. I'm listening to them chat remotely as we speak - so far I've been working on it 9 hours straight.

This service is used by everyone - it's a business critical service with due dates on actions and escalations to managers... Imagine if the support ticketing service for your company crashed. That means a lot of people are asking what's wrong, requiring extensions, etc. I've been answering to managers and seniors in the business throughout the day.

The best part? We figured out why the server went down, and the reason is fantastic: someone updated the server's code without telling anyone, and all they had done was remove critical parsing code. Just took it right out, pushed, redeployed. We don't know who did it or who even has access to do that. I guess I have some detective work cut out for me after we've fixed everything that was broken by that.

I miss coding already.

Dear X. There's an obvious error with the way you're merging arrays; instead of conditionally adding items to the existing array, each condition overrides any items added by the previous conditions, which is clearly not the desired behaviour. I'd love to add a test to illustrate this behaviour, but you're not using them. I'd also love to create a simple pull request, but for some fucking reason you're using the worst possible version control system so I can't do that. I've submitted a support ticket along with all the code needed to fix this silly mistake, but apparently you either don't understand 2 lines of your own fucking code, or you didn't even bother looking at it before posting a shitty generic reply about "needing more information". There is no such thing as more information. There are two IFs, and they are supposed to add items to the array, not override any previous items. It's written in your own comments, and it's pretty obvious from the way the rest of the function merges those items.

Also, use a fucking linter, your code is a mess.

The global joke of Information Security

So I broke my iPhone because the nuclear adhesive turned my display into a shopping bag.

This started the ride for my character arc in this boring dystopia novel:

Amazon is preventing me from accessing my account because they want my password, email AND mobile phone number in their TWO.STEP Verifivation.
Just because one too many scammers managed to woo one too many 90+y/o's into bailing their long lost WW2 comrades from a nigerian jail with Amazon gift cards and Amazon doesn't know what to do about anymore,

DHL is keeping my new phone in a "highly secure" vault 200m away from my place, waiting for a letter to register some device with a camera because you need to verify your identity with an app,

all the while my former car insurance is making regress claims of about 7k€ against me for a minor car accident (no-one hurt fortunately, but was my fault).

Every rep from each of the above had the same stupid bitchass scapegoat to create high-tech supra chargers to the account deletion request:

- Amazon: We need to verify your password, whether the email was yours and whether the phone number is yours.

They call it 2-step-verification.

Guess what Amazon requests to verify you before contacting customer support since you dont have access to your number? Your passwoooooord. While youre at it, click on that button we sent you will ya? ...

I call this design pattern the "dement Tupi-Guarani"

- DHL: We need an ID to verify your identity for the request for changing the delivery address you just made. Oh you wanted to give us ANOTHER address than the one written on your ID? Too bad bro, we can't help, GDPR

- Car Insurance: We are making regress claims against you, which might throw you back to mom's basement, oh and also we compensated the injured party for something else, it doesn't matter what it is but it's definitely something, so our claims against you just raised by 1.2k. Wait you want proof we compensated something to the injured at all? Nah mate we cant do that , GDPR. But trust me, those numbers are legit, my quant forecasted the cost of childrens' christmas wishes. You have 14 days or we'll see you in court haha

I am also their customer in a pension scheme. Something special to Germany, where you save some taxes but have to pay them back once you get the fund paid out. I have sent them a letter to terminate the contract.

Funniest thing is, the whole rant is my second take. Because when I hit the post button, devrant made me verify my e-mail. The text was gone afterwards. If someone from devRant reads this, you are free to quote this in the ticket description.

Fuck losing your virginity, or filing your first tax return, or by God get your first car, living through this sad Truman dystopia without going batshit insane is what becoming a true adult is.

I am grateful for all this though:

Amazon's safety measures prevented me from spending the money I can use to conclude the insurance odyssey, and DHLs "giving a fuck about customers" prevention policies made me support local businesses. And having ranted all this here does feel healthy too. So there's that.

Oh, cherry on top. I cant check my balance, because I can only verify my login requests to my banking account wiiiiiiith...?

When you raise a ticket with your support team that your prod server is currently down and they mark it as a medium request, like dude... seriously?! Get it sorted ASAP paleaaaaase

Manager X: (logs a support ticket) "Agent is unable to access system using the password provided."

Me: "You're going to have to narrow it down a little, we have over 1000 active agents."

I hate the support side of my job...

Hey DevRant, I'd like you to meet "Marketing Brandon", his favorite daily activities include:

- asking me when that landing page is going to be ready

- asking how to support a customer on live chat even though he chose to assign the ticket to himself in the first place

- explaining how important social media is

- telling me he's working as fast as he can on some website copy I need and then sitting and composing tweets for 40 minutes

- asking if I can "just real quickly when I get the chance" implement a huge new feature for our users

- announcing to the entire office that he "has to leave early today" because the pet store closes at 5 and his ferret ran out of food yesterday

-.-

Does your office have a Marketing Brandon or similar?

Email from a department mgr regarding a sharepoint site we inherited (lots of custom javascript, XLS, etc, stuff we didn't write)

Dan: "The department filter isn't showing up when I select the 'Logistics and Support' department. Was this caused by the changes you guys made? Its causing a major disruption in our processes and need it fixed ASAP."
Me: "Those changes went out almost two months ago and all the filters were working fine, at least that is what you told me when you tested it."
Dan: "I thought so, but its not working. It has probably been broken ever since you made those changes so I filed a corrective action ticket against your department for not following the documented deployment and testing processes"
Me: "Really? We've been over this. Its your department that is responsible for that sharepoint site. Previous developers hacked javacript together to make it all work, but I'm sure its something simple."
Dan: "Great. I'll start putting together a root-cause analysis to determine which of your processes we need to address."

Start looking at the javascript and found the issue..

if (dept === "Logistics & Support") {
$('deptFilter').show();
}
else {
$('deptFilter').hide();
}

Me: 'Found the issue. Did you rename the logistics department?'
Dan: 'No'
Me: 'To show or hide the filter, the code was looking for "Logistics & Support", someone changed the title to "Logistics and Support"'
Dan: "Well...I guess I did that yesterday...but I didn't change the name, just that stupid character. That shouldn't make any difference."
Me: "I can fix that right now. Are you going to need more information for your root cause analysis?"
Dan: "No, I think we're good. Thanks."

user an support: bekomme keine push-nachrichten.
support: darf ich ihre User-ID haben?
user an support: CHE-123.456.789
support an user: nein, das ist unserer Mehrwertsteuer-Nummer, wir brauchen ihre User-ID.
User an support: mann seid ihr umständlich, nehmt doch die Nummer und probiert es erstmal.

With a recent HAProxy update on our reverse proxy VM I decided to enable http/2, disable TLS 1.0 and drop support for non forward-secrecy ciphers.

Tested our sites in Chrome and Firefox, all was well, went to bed.

Next morning a medium-critical havock went loose. Our ERP system couldn't create tickets in our ticket system anymore, the ticket systems Outlook AddIn refused to connect, the mobile app we use to access our anti-spam appliance wouldn't connect although our internal blackboard app still connected over the same load balancer without any issues.

So i declared a 10min maintenance window and disabled HTTP/2, thinking that this was the culprit.

Nope. No dice.
Okay, i thought, enable TLS 1.0 again.

Suddenly the ticket system related stuff starts to work again.

So since both the ERP system and the AddIn run on .NET i dug through the .NET documentation and found out that for some fucking reason even in the newest .NET framework version (4.7.2) you have to explicitly enable TLS 1.1 and 1.2 or else you just get a 'socket reset' error. Why the fuck?!

Okay, now that i had the ticket system out of the way i enabled HTTP/2 and verified that everything still works.

It did, nice.

The anti-spam appliance app still did not work however, so i enabled one non-pfs cipher in the OpenSSL config and tested the app.

Behold, it worked.

I'm currently creating a ticket with them asking politely why the fuck their app has pfs-ciphers disabled.

And I thought disabling DEPRECEATED tech wouldn't be an issue... Wrong...

How to become the favourite client among your app devs in two simple steps

1 - raise a support ticket, stating that it really needs to be solved, the sooner the better, but omit any ids/names in the description.
2 - leave for a vacation, without any way to contact you.

Customer CCs me and some other devs:

"Why isn't there a support ticket on this? I didn't get an email about a support ticket opening!!!!!!!!"

-check's email-

To: donotreply@......

¯\_(⊙_ʖ⊙)_/¯

What is it with non-technical managers, especially those in sales, thinking that the solution to all problems is to "just pick up the phone and ring them?" This was *always* his opinion, whether the web service we were using wasn't accepting a valid request (apparently this was best "explained over the phone", I kid you not - have you ever tried speaking JSON?!) or whether we just needed a simple request going in to increase the API limit. I mean I could send an email or log a ticket in a few minutes tops, but you want me to spend 2 hours on hold to a support department only to be told "ah we don't take those requests over the phone, here's the URL, log a ticket."

Then it's always a case of "I don't understand why they're like that, all the guys I speak to are happy to help on the phone". Yeah, beacuse you're in sales & marketing you muppet. Blathering on to each other so you can stroke the egos of yourselves and your companies is kinda in the job description.

Grr. This was all a while ago, but I thought of it just now and the pure concept just annoyed me, so here it is. I really hope he's not doing the same thing to guys under him now (but let's be honest, he probably is.)

I give software support to Rugged handhelds in a company and everyday some IT support moron comes to me with a crazy request. The day just started and...

IT Tech: "Hello, C, can you improve the touchscreen sensibility? It's not so responsive and sometimes we have to click more than one time to something work"

**breath in**

Me: "That's ok, the rugged ones that you have are very old, besides they have resistive screen, so your fingers won't do a good job"

IT Tech: "THERE'S NO WAY TO FIX IT? I guess I'll open a ticket for you to study more calmly about the issue"

**NGGGGGGGGGHHHH**

Me: "If it's not a software thing, I can't do that, I don't have hardware skills, I guess you'll have to call our provider about that, but, before you do something, try to recalibrate your handhelds, the majority of the users don't do that at the system's start and the touch experience really can become a mess"

IT Tech: "Hmmm, I'll try that, otherwise I'll back to you, thanks!"

OMFGGGGG

I am open to suggestions of a magic batch file/ .NET CF 2.0 software that will turn their handhelds into a Galaxy S6 touch experience. THANKS!

Making a ticket support system using wordpress for a uni group project. I go away for a week and team tells me they have done loads of work.

so I take a look at out github to find that they haven't used a single wordpress function and have just written there own php application with their own tables and db class, and now they don't know why things aren't working.

I'm going to need several litres of coffee to get through this

Dear Docker Support,

You suck.

--
regards,
User with unanswered ticket for a month (and not the first time)

Story Time: About Priorities and Sales

So at this point I'm working tech support for a company that makes some super cool networking equipment, think big data / data centers and such.

This company had grown at a good pace but the the support team had not (thus is the way for all tech support evetually). So I get a call from a frantic sales guy:

Sales: "OMG, where are with this ticket?!?!? It's a P2 ticket!!!"

Me: "Well the ticket came in 30 minutes ago, I emailed them some questions, but just so you know I have 8 P2 tickets, and 4 P1 tickets.... so it will be a while."

Sales: "OMG! Make my customer's ticket a P1!!"

Me: "Sure."

-call ends-

-30 minutes passes-

-sales calls again-

Sales: "OMG, where are with this ticket?!?!? It's a P1 ticket!!!"

Me: "Well I haven't gotten to them yet... just so you know I have 7 P2 tickets, and 5 P1 tickets.... "

Sales "ARGH!"

ʅ（´◔౪◔）ʃ

"So, my company made a Mother's Day video, with photos from mothers around the company, with their children and stuff. A while ago they sent an email asking for replies with photos from those who wanted to participate, blah blah.

Then the video came out, and some people were missing. They complained.
HR then complained to IT Support that 'some emails didn't arrive'.
Support then replied to the ticket with screenshots of the person's own email inbox, with all the so-called missing emails.
HR then called back, apologizing for having screwed up with their own email inbox."

And this is another story of injustice with the poor IT department.
Or another story about people who can't properly manage their inboxes.
Or both. Your choice.

I just received it from a friend (I guess I should bring him into DevRant).

So I made an inquerery for some API documentation..

They escalated the ticket to 2nd level support from what they already called tech support.. why have API integration as a feature then??

Gotta love the companies that offer 24/7 live chat then tell you to submit a support ticket about the simplest of things.

Not a true dev rant but still thought I'd share:
Systems team installed new software product I've been asked to setup and test. Within 15 minutes of getting into the software I've already had to open two support tickets with the vendor. Fast forward two hours and I'm putting in a third support ticket. SMH.

Yesterday morning I was working on importing records to a Shopify store. A few thousand records in their API starting returning status code 420 with the message "Unavailable Shop", same for the admin panel.

I called support and they created a ticket but it's been almost 24 hours and our shops API and admin panel are still on a smoke break apperently.

I'm on the 2nd week of a support rotation. One of the support reps contacted my manager about two tickets, one that is about an automated e-mail that didn't go out (which .. doesn't even seem necessary since the action has been completed?) and one because I accidentally put in the postcode on the 2nd line of an address field (which I immediately fixed when he commented on the ticket, minutes after, the same fucking day!)

We also had a super cringe all hands meeting today. I got plenty of sleep and am already exhausted.

My old roommate/landlord/co-worker sent me a text about his company needing devops people. I should probably finish updating me resume today.

I told my new Director that I am not one for going with third party vendors. He claimed that I was biased. I am really.

But I told him that support and troubleshooting are the main reasons why I dislike third party vendors as well as the request for X software to do Y non supported thing, they always state during a sales call that they can accommodate, they never do.

As an example, I send them the logs of a support ticket for one particular piece of software that we have, for which I detailed the situation, only for them to NEVER respond and then after 5 days close the ticket stating that I never replied back to them, even when they never replied back.

A custom made in house solution will always be superior to your run of the mill all encompassing app. But try and make a non dev understand this. I wish my old director was back. I miss the fuck out of that dude. Loved working for him.

Fuck you Scaleway! With a large rusty spiked pole!
Yesterday you locked my account due to "suspicious activity" and asked me for ID to verify me for "anti-fraud reasons". Fair enough. I comply, and you unlock my account.

Today, another person from support locks my account AGAIN, saying that I haven't yet replied and requests that I send you my ID *AGAIN*.

Either you motherfuckers have no fucking clue how to handle a fucking support ticket, or your answers are NOT FUCKING CLEAR.
Fuck you and your free credits, I'd rather spend money on a service I can actually rely upon.

While addressing a Senior Dev's (SD) query from another team.

SD: why is this field mandatory? Can't it be just optional? Any other work around?
Me: Is your code changes already pushed in Devo? In that case, we provide a value which will work since you are not concerned about it.
SD: Yes. It's pushed till production. And, I want to test changes in Prod.
Me: (shared some codes) and explained that this feature for testing is only available in Devo.
SD: I know that. (Shared me a ticket) I want this field to be optional. That's it.
Me: (read the entire ticket. Didn't find anything related their) Told him, I will discuss with team. And meanwhile, for Devo, you can use this value.

Next morning, I accidentally came over some other ticket raised by him only which had the correct doubts regarding request to support this field in production
Now, I don't know why did he share a wrong ticket with me.
And, how will it even help him if that field was even optional.
THAT JUST WONT WORK IN PRODUCTION.

I will discuss with my team and see what can happen.

Not the worst, but deserves a mention due to how common it is.

Say your whatever object has a method called Configure. You can infer a lot from the configuration parameters or type that it takes, but for whatever reason something is unclear or doesn't work.

Tooltip from xml comments: Sets the configuration.
Official guide: Sets the configuration <br />.
Technical API reference: Sets the configuration.

I would create a support ticket explaining how this is unclear if I wasn't half expecting the suggested solution to be "you know what I mean".

"Please unlock my account."
"You locked it by ignoring our password policy and having it not changed it within 24 hours."
"Please unlock it!"
"Please follow the instructions to unlock in the many E-Mails we sent you. You can unlock yourself."
"Please!"
"I filed a support ticket for you. Someone will get in touch with you and guide you through the process described in the mails. You still can decide to read the Mail and help yourself."
"Ey f@@"€& you! All I want is to have my account unlocked..."

Every day one of them. But I love you all. :)

When you try to make a customer support ticket on a website and it redirects you to a page that says "site is under construction" after you submit a well-composed form that took considerable time to write up:
 (╯°□°)╯︵ ┻━┻

That's fucking genius. Someone give them a Nobel prize. >.>

So 90% of the Tech Support team is off today. So I decided to jump in to help the guys out:

Me: *solves issue
(one less ticket to solve)
Reporter: "thank you for your help!"
(re-opens the ticket)
Me: *recloses the ticket
Reporter: "thanks again"
(Reopens ticket)
Me: smashes head into desk

How am I supposed to get tickets solved when most of the open tickets are "thank you's"!

Had trouble to connect to our MySQL database, so I decided to open a ticket to the Database admins. At least they are pros and I'm sure they'll help me:

"Hey guys, I have trouble connecting to [Hostname]. I guess it's a firewalling issue would you take a look? Attached are screenshots, saying hostname not found.

Answer:
Hey Dominique, are you sure the password you used is correct? Is it yours or the sysuser pw what you sent to the server? How did you send it?

Me: (kind of confused) Hey dear admin, did you look at my error message? It says Hostname not found. What do you think how I provided any credentials?

Support: yes, I saw your screenshot and don't see any password entry. That's why I asked!

Me: Well, than... ok... go and search for another job. Yeah and consider fucking yourself. Kisses.

So I found a bug in Azure's alerting platform that means we cannot use response time as a condition.
A month down the line after having raised a support ticket, recreated the bug multiple times in different resources, being told a fix had been made, bouncing emails around to supervisors and having the case moved to other people they finally have come back to me saying they have the real fix.

Done with it

Support Ticket:

"OMG I DON"T SEE THE NEW THING YOU SAID WAS THERE!?!?!!? OH GAWD WHY WHY WHY!!!!"

setTimeout(fuckingActuallyLookThisTime(), 3600000)

"Oh never mind I found it."

God damn people, put some minimal effort in before you fire up tickets and emails or whatever.

At home, I use Cursor, which is way better than GitHub Copilot, but at work I can't choose. One thing I particularly hate about GitHub Copilot is the way the chat panel appears in the left sidebar of VS Code, on top of the file explorer. That, and their useless, arrogant, and ignorant support (or whatever it should be called) .

I filed a ticket about this issue already in July. Their support claimed that one can already move the chat window to the right. But it doesn't work the way they suggested. In August, they asked me to provide a screen recording. So I went through the hassle of making a screen recording just to prove that dragging the chat window does ineed *not* work. I did my part so I was expecting them to do theirs. What do you think happened next? Nothing! Then, more nothing! And then, they just inadvertedly closed the ticket without a resolution or explanation.

Github, that's a pretty shitty way to treat your customers!

Worst support experience so far: German ISP sent their cheap default router which I opted for, hoping that I didn't need to rent a costly FitzBox. Provider activates the connection, everything fine, but slow and unstable on my Linux laptop only. Try using their website, their support chat etc. as they made it very hard to even open a support ticket. I gather all the information, ping, traceroute, netstat, logfiles, router settings, broadband measurement etc. and finally manage to open a support ticket of my issue adn they say they will send an engineer to my place in about 4 days. I stay at home that day and wait for the whole day, nothing happens!
I get back to them, even get a phone call after waiting about 1h in the waiting queue, only to listen to someone tell me that the appointment had been cancelled as the ticket had already been closed. WTF! They said they measured my connection and could not reproduce any error. Did not even mention my lengthy log files etc. It took my own research and another hint that there is an incompatibility with that specific router and some specific devices so I should really replace their cheap router with a FritzBox device. What they also did not tell, that you dont need to rent their branded FritzBox, there are cheap second hand models from another ISP that you can reconfigure by simply chosing another ISP in a dropdown list that contains every popular German ISP. But why are they popular? You can only choose between the different bad ones, that's why they don't seem to make an effort.

TL;DR
I just got a mail from our universities tech support for a ticket I openend a fucking year ago... They didn't respond for a whole year and are now working on it?

One year ago I had problems connecting to eduroam on my Linux machine. No matter what settings I tried I never got it to work.

So I decided to open a ticket at my universities tech support. Fairly fast they answered me and tried to find what the problem was. Somehow only half my username made it to their server which means their is no way I can log in.

The conversation went on for a few mails but we never managed to solve the problem...

Now after one year they send me a mail stating that I can call them if I still have this problem.

Wtf? Who answeres to a ticket from one year ago? Why is the ticket still open? Did they work on it or just randomly decide to reply to old mails? Why didn't they write anything in the meantime?

FYI: Oracle Cloud has 2 servers "always free". Probably useful for some of you. Personal projects n such.

Rant: I've just submitted a customer support ticket coz the sign up isn't working for me.

So, I’ve been given the task of sorting the security out in an application plugging the holes and whatnot as to be honest it’s shocking haha. It doesn’t help that we automate security audits but that’s a different rant for another day.

We’re using devise for authentication (rails standard, ♥️ devise), we have no password resets through the login page, it has to be manually reset by ringing support, why who knows, even though it’s built into the gem and we allow the user to login using an username instead of an email because for whatever reason someone thought it was a bright idea to not have the email field mandatory.

So I hop onto a call with the BAs, basically I go that we need to implement password resets into the login page so the user can do it themselves and also to cut down support calls a ticket is already in place for it. So I go through the standardised workflow for resetting a password. My manager goes.

“I don’t think this will be very secure”

Wait.. what. Have you never reset a password before? It’s following the same protocol as every other app.

We go back and fourth and I said I’ll get it checked with security just to keep him happy.

The issue mainly is well we can’t implement password resets due to 100s of users not having an email on there account.. 🙃 so before we push this change we need to try and notice all users to set a unique email.

Updated the tickets. All dandy.

Looking at the PRs to see what security things have been done if any and turns out one of the devs in India has just written a migration to add the same default email to every user that doesn’t have an email present and yep it got merged. So I go revert the change but talk about taking a “we don’t care about security approach”.

Eventually we want to have the user reset their passwords and login using their email and someone goes a head and does that. Not to mention the security risk.

Jesus Christ I wonder why I bother sometimes.

God, these people...

Little backstory. I'm making an training application and we have a MySQL database set up where some elements of the training are configured. This is so learning experts can easily change some aspects of the training without programmer's help.

Meanwhile, I'm also in the middle of a server migration, because our current server is running a lot of deprecated software and is in dire need of replacement.
This is going pretty slowly, though, because of other, high-priority, work that keeps being shoved my way.

Now, someone accidentally deletes a bunch of data from one of the schemas. No big deal in my book, the training is still in development and we have nightly backups of the database.
So I shoot a support ticket to the hosting provider and ask them to restore a specific schema, telling them to restore the image to some other machine and dump the tables in an MySQL file so I can restore it that way.
I also told them to get the backup of the OLD server, not the NEW one we're still migrating to.

About an hour later, I get a message that they dumped the schema's files in a Temp folder on the D drive. So I RDP to the server to check and... The files aren't there. Just before writing a response asking where the file is, I remembered the server I was migrating to and checked that server, and there were the files.

I had already migrated part of our databases and was testing compatibility before I moved to something else.
The hosting provider just dumped the files of the wrong server, despite me telling them exactly which server to use.

This is not the first time this hosting provider has let me down...
I'm really considering jumping to another if they keep doing this...

Who doesn't love customer support?

So anyway, I'm the point-of-contact at our company for a specific tool we use, sold by an external vendor, whose yearly licenses cost five-digits per user. I've been the point of contact for around three years now, and most of the time it's people way more senior than me asking for help with [specific edge case] and I send them on their way with the solution. Sometimes that isn't the case though, and I need to send an email off to [vendor]'s support team.

Good support is lovely. Our go-to guy on their support team was great. Timely responses, thorough, and always willing to dig to the bottom of the case. Sometimes it's us being stupid and not knowing what the [obscure feature] toggle does, sometimes it's just a mis-match between what we're trying to do and how the tool was designed, and sometimes it's a sneaky, devious bug in their product. I still remember the pride I felt when we got an email notification for the latest release of the tool that contained a bugfix that I had gone over with their dev team on call to figure out how to reproduce.

However, just over a year ago they changed our go-to guy. It started off small. The new guy was more terse in his responses. Less attentive to the little details in the message. Gather as much information as possible first, deal with the actual problem we were having second. He'd fix the immediate problem, but more open-ended questions about best practices to avoid another mess in the future would be ignored.

But slowly it got worse. Less responsive. Entire paragraphs of context would be ignored and had to be repeated to him. More generic responses. The odd case got dropped entirely. Last time I opened a support ticket, when I asked for additional clarification I got a ChatGPT-ass response only tangentially related to the actual context of my question (you could tell it was copy-pasted because he didn't even bother to paste without formatting).

Now upper management is unhappy with [tool] and are on my ass to get them to solve all our problems with it. What does new support guy reply with to my ticket with clearly bulleted questions, written in bold to separate them for clarity from the surrounding context? A two-line, nonspecific request for information entirely unrelated to the issue at hand, to the point that me and everybody from my company in cc privately went "why the fuck would we even send that??".

These next few weeks are going to be fucking rough, dear god may this be over soon.

A Website where the user alterts us about a defect on his printer.
There are predefined categories (things like error messages in the printer display, issues with the prints, issues with paper jams, issues with noise and so on) maybe around 10 to 20 categories.
They decide which fields are shown when the user selects it.

Should I do a Dropdown? List field? Radio buttons?

Tech: PHP, Slim Framework, fontsawesome, resulting in a mail sent to our ticket system to pre-fill form items to avoid 1st level support...

Every single morning I despair. I can’t stand this job.
Why pay very highly and get very skilled people to have them working 4 to a support ticket. Doing the most mundane support tickets you have ever seen in your life (mainly updating client contact details)?
And why have such a rigorous recruitment process to get people’s in in the first place?

The company is pissing money away by working like this and all the new starters like me think it’s complete shit.
But the bosses and anyone who’s been here a while think it’s great. Company still is making loads of money so they don’t even care about it.

I’ve never met senior developers who have never worked on a greenfield project in their entire careers until I came here.

I can’t believe how I got suckered into this (was head hunted).

Does anyone have a feel for the UK contracting market right now?

I’m considering the jump but I think I’d have to be looking for remote only contracts because where I live has few opportunities ‘on-site’. Preferably c# / angular.

Is there much competition for roles or is there a shortage of skills in the contractors?

The thought of going into another permanent role that could be as bad as this genuinely keeps me awake at night.
I’m not sure I can go somewhere and then have it in the hands of managers to decide what projects I’m going to do and what tech it will be on.

At any big company there’s going to be tech debt as well as new work. So becoming perm now feels like it’s 50-50 whether or not a new job will just mean being put into legacy stuff for a couple of years or doing something that is actually good.

I’ve been talking various people about roles in government departments (multiple different departments are hiring) and because priorities change none the gov recruiters can guarantee what the work is that they’re recruiting for actually is.
Just that the the big recruitment push is to bring work previously done by consultancies back in house. Presumably because consultancies have been fleecing them.

I don't get it, why the fuck are you cc'ing me in all the support ticket you are done/close. The ticket has nothing to do with my work. Fuck you cunt.

We need to capture ips on our internal Network in order to figure out who is actually calling our apis because we will be meeting a breaking change so need to melee sure they support.

But in order to have IP capturing, we need a be Production Issue ticket...

So to prevent crashing downstream system, we need to crash their systems... 🤔🤔🤔🤔

Fantasizing about stabbing SharePoint in the throat, I'm being forced to contact Microsoft tech support, so I need to obtain our software assurance account info.
Our company's rep sends me our SA account numbers (assuming that was all I needed) and the link to create an incident.

Step through Microsoft support ticket 'wizard' which ends with requiring a login with a Microsoft account.

Me: "What login account should I be using?"
Rep: "You shouldn't need one. Just use the SA account number and access ID I sent you."
Me: "There is no entry for those values. I step through a support 'wizard' and the final page redirects me to the Microsoft login page."
Rep: "Use your work email address."
Me: "I can, but I shouldn't have to use my personal outlook email address. Can I just send you the issue and you submit the ticket? After the ticket is created, all the correspondence will be through email anyway."
<30 min. later>
Rep: "I just linked your work email address to your company's account. You should be able to login now."
Me: "Same error. I think you're messing with me."
<30 min. later>
Rep: "Select the option to create an account with your own email."
Me: "Now I know you're messing with me. Already tried that and received the error 'You cant sign up here with a work or school email address'."
Rep: "Weird...I guess Microsoft changed their policy."
Me: "So now what?"
<1 hour later>
Rep: "You might have to send me your SharePoint issue and I'll get a ticket created. After the ticket is created, I'll change the contact email address to you."

WHY DIDN'T YOU DO THAT TWO HOURS AGO!

Whew! Thanks devRant...that's better. I put the knife down and now only want to punch SharePoint in the face.

TLDR
Apparently if you delete your google account as an only admin of a workplace by just clicking remove account on expired subscription screen when you are on document page you not only loose access to google workplace but also you can create new workplace google account using same domain and email immediately and it’s fresh google domain account without domain verification and with everything wiped off from your old account. So you don’t have access to anything but on the other side there is possibility to use gmail as spam hub if google fucked ip something in their dns verification and once verified and after that expired domain gets bought again it stays verified.

Well I luckily migrated my gmail to other provider 3 years ago and I lost nothing important there but lol.

You can easily lock out yourself from your domain.

I opened ticket using some questionnaire and by adding another dns txt record to my domain to claim access to workplace admin page and let’s see what they do.

If they ever respond to that ticket and how long it will take to get it resolved.

This is good test to see if google is still a people’s company or an evil corporation.

I was using workplace as long as it was free from days of google app engine and begging of cloud revolution. I remember at best times I could chat with google support employee about spam I got from domain registered on google servers and he was processing ticket for me.

I've adopted this per task desktop management think. Anyone else do this?

I make a new desktop, for a given task, support ticket, or whatever. And when I'm 'done'. I keep everything (ticket, whatever I was working on in vs code, related emails) open but minimize it all except the pull request waiting to happen.

If I get some feedback on the PR / changes I just fly through my virtual desktops and there it is and I'm ready to work.

Then after the PR goes through ... I keep it open for a bit anyway to be sure nothing bad happens.

Then after a while I shut it all down assuming that it is working well.

All this so I don't have to fire everything up again for a rando request or dork up or whatever.

Me: I opened a support ticket with the software vendor last week. I haven’t heard from them yet and the can be slow to respond. I’m unable to debug the issue on my end. If you can’t wait, here are some solutions to explore. [sends a few suggestions]

Stakeholder: Can I give you examples of another error that I think is related? Is that worth exploring?

Me: 😑 No. I’ve reached the limit of what I can do for debugging. I need the vendor to answer my support ticket.

- Teammate discovers a standard PaaS feature isn’t working and breaks core functionality in dev environment
- Teammate creates a support ticket to the PaaS company
- PaaS company says that they’re aware of the issue but don’t have a solution yet and advises to disable the feature for now
- Teammate ships the feature and leaves it enabled on production.
- Teammate thinks that “oh we know it’s broken, nobody is going to use it anyway”
- Customer uses the feature
- Shit hits the fan
- Teammate: *shocked pikachu face*

Recently I have had to help our support team handle a variety of embedded development support tickets for a product line that is quite complex in nature. It is really starting become frustrating how common it is that the so-called “developers” that are using this product are so incompetent at requesting help in a proper/sane way. It is even more frustrating that some of these schmucks start acting up and stating bullshit statements like (para-phrasing) “OMG we have a ‘big opportunity’ and a deadline to meet”, “you need to help us faster”. These are also the same guys that are like “I know you have a free SDK that does everything correctly, but I want to write my own ‘pro’ driver written in my own ‘dumbass code style’. Oh and I am not going to follow documentation and not implement required functions and make you read my god awful code snippets to find out what I what I did wrong instead of reading the docs or comparing against the SDK.”

To anyone that behaves this way...fuck you! Just stop. Stop being a developer altogether. If your “opportunity” is so important, why the fuck are you half-assing your support ticket? Why are you making it SO DAMN DIFFICULT for someone to help support you! Give as much info as possible to prove your point or provide context to the problem you are having. In the majority of these tickets the dumbasses don’t even consider that relaying the product’s firmware version is relevant information, that a Wireshark (and/or logic analyzer) capture can be very useful to provide context to the type of operation being performed. Code snippets can be nice but only if there is sufficient context. We have had to ask one guy 3 times already for the FW version...what the flipping hell is wrong with you?!

Ug...I feel sorry for Support/FAEs sometimes dealing with customer bullshit drives me nuts and its a shame this stuff happens in a sector that should know better...Please don’t be like these devs. If you make a half-assed request it is only reasonable to expect a half-assed response and nothing more.

Need to work on GitHub CI action that wraps a terraform deploy (previous teams deploy setup that they would run from inside a docker compose setup locally). Working directly on main and get moaned at (definitely consider the moan reasonable) when it was originally being duct taped together. It's scrappy and doesn't have all the repo rules that other repos have set up, but it's stable, and I need to move onto “actual” requirements.

Several months later, I'm still the only “active” maintainer (it's been stable since then and hasn't needed any changes).

Have to do a hotfix experiment after adding support for a new bucket, put the changes in a PR and merge (since it has to be on main, and I'm the only one who maintains it, and if it's truly deploy change related that is the only thing that changed)

Come back to the PRs at the end of the day after discovering it's just a change to django storage, and it turns out a colleague who is tangentially related to the project dropped a comment. He's complaining about the lack of a description, the lack of a ticket and “skipping” the review process.

I, too, would have liked all that, but the damn code needs to be merged so I can check that it was that MFer. Sorry, I expected you to be able to deal with a “vague” 10 contiguous lines of iam config values, ignore the immediately following PR that reverts this revert and the preceding one adds a bucket. Sorry, that the title saying that this is a revert isn't enough of a description for you. Sorry that the other dev that told me about it didn't create a ticket. Sorry that I didn't immediately do overtime to update all the PRs and magically conjure up someone who is available to review them. But hey now that's evening and I have time to get back to going through the PRs again I can see your indignant comment which I wasn't notified about since the PR is fucking closed.

Now that I have had time to go through and see your comment, message you to let you know that commenting on a closed PR is screaming into the void and updated the PRs I can get back to what I was supposed to do today. Which is dealing with streaming data into S3. Hope you had a good day in your Clojure tower with your hired PR person (yes a person to review his PRs).

Not having to deal with your comment would have saved me an hour+.

Getting real tired of the “act like product” when it comes to fixing bugs/any polishing that isn't exploding in prod and even then. Sometimes I really wish I could refuse people from messaging me to fix an issue and can only communicate by tickets 🙄 to avoid these problems. They've been told to create a ticket and assign it to me when there is an issue, and even then, I tend to fix the issue before they get to it. I can't wait until next friday…

Anyway /rant keep up the good work in keeping quality up :D

5pm and finally getting to this support ticket, only to find someone else took the ticket. Ah yeah! Going out on a high note!

I do IT support for a Uni.
A ticket comes in about how the site looks weird after an update.
Spend 10 minutes looking through Chrome dev view (we don't have access to backend).
Give up and assign to web team.
... Why do the people who manage the site not know anything about web development? 99% chance it's a just a quick CSS fix.

Me [posts in community forum for software vendor]: Where can I find docs on X? I tried looking in the Knowledge Center but I couldn’t find it.

Random person replies and writes a two paragraph response about opening a support ticket with the software vendor…that response could really have been reduced to two sentences 😑

Just had one of the problem users honest to God submit a support ticket written completely in Comic Sans. She also neglected to attach the file she was asking for help with

Cant open a fucking support ticket with openshift bc they have so many Drupal errors im going to fucking kill myself.

Pip wont fucking work anynore. So i xant install fuckj g anythj g tuat i ne ejsjdheheh kiok me zujd

Some background:

About 2 months ago, my company wanted to build a micro service that will be used to integrate 3 of our products with external ticketing systems.

So, I was asked to take on this task. Design the service, ensure extendability and universality between our products (all have very different use cases, data models and their own sets of services).

Two weeks of meetings with multiple stakeholders and tech leads. Got the okay by 4-6 people. Built the thing with one other guy in a manner of a week. Stress tested it against one ticketing service that is used in a product my team is developing.

Everyone is happy.

Fast forward to last Thursday night.

“Email from human X”: hey, I extended the shared micro service for ticketing to add support for one of clients ghetto ticketing systems. Review my PR please. P.S. release date is Monday and I am on a personal day on Friday.

I’m thinking. Cool I know this guy. He helped me design this API. He must’ve done good. . . *looks at code* . . . work..... it’s due... Monday? Huh? Personal day? Huh?

So not to shit on the day. He did add much needed support for bear tokens and generalized some of the environment variables. Cleaned up some code. But.... big no no no...

The original code was written with a factory pattern in mind. The solution is supposed to handle communication to multiple 3rd parties, but using the same interfaces.

What did this guy do wrong? Well other than the fact that he basically put me in a spot where if I reject his code, it will look like I’m blocking progress on his code...

His “implementation” is literally copy-paste the entire class. Add 3 be urls to his specific implementation of the API.

Now we have

POST /ticket
PUT /ticket
POST /ticket-scripted
PUT /ticket-scripted
POST /callback

The latter 3 are his additions... only the last one should have been added in reality... why not just add a type to the payload of the post/put? Is he expecting us to write new endpoints for every damn integration? At this rate we might as well not have this component...

But seriously this cheeses me... especially since Monday is my day off! So not only do I have to reject this code. I also have to have a call now with him on my fucking day off!!!!

Arghhhhhh

6pm Friday , opening a trouble ticket on a citrix server because an app has the wrong link ie.
The support that you answers:
Ie on your computer ? On the server ?

Nope, on the laptop of my little sister....

So I'm the only tester at my company, and I've had to adapt a lot of my skills to fit in with our in house expectations. So everything was fine when I focused on trying one component (manual and automation).

Slowly over time I've had more components to test with exact same resource of me.

Eventually my automatic breaks as I could no longer maintain that and all the other manual tests and all the other jobs I do ( light level internal it support, jira ticket rangerling, rollbar (error messages) basic investigation).

My boss keeps saying why is x,y,z not tested / missed while I can point to time periods where was focused on v instead so didn't get to others.

I keep wanting to just hit them with a keyboard until they realise 10± devs to one qa in our environment just isn't going to work.

I keep getting promised some dev time to help with qa so I can play catch up but never seems to arrive.

Don't get me wrong I'm not the best I used to be at testing(before joining I was proud of my abilities, maybe all stick and not enough carrot wears you down)

We keep taking on new work flows that make no sense (create a bug ticket, then a task ticket if bug take more than hour to do, then I'm stuck chasing developers to update their task ticket so I cam update the bug ticket (if its a bug then log sodding log time against it).

I've gotten to point now where I'm stopping my suggestions, explaining why something didn't get dome and will see if they can answer their own stupid questions

At what point do you stop ignoring the voices in your head (metaphorically).

Do other people go through this cycle where feel like pushing a boulder up the hill, for them to either push your boulder down the hill, replace it with a bigger boulder, move to a bigger hill, get you to move more rocks at once or all the above.

I know QA has its quite and busy phases but for me it seems to be constantly busy with no respite