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THWACK MONTHLY MISSION - AUGUST 2017

Level 15

1706_thwack_August-mission_THWACK_900x300.png

Helpdesk ticket #8675309

Report date: 8/7/17 8:00 AM

Est Due date: 9/3/17 11:59 PM

Department: Marketing (again)

Status: Open

Request type: Helpdesk request > Hardware

Subject: Sending out an S.O.S. (Save our server)

Request detail: Help!!! We were having our annual Marketing summer bash and things got a little out of hand. The weather wasn’t cooperating so we had to move everything inside—including the dunk tank that we use to dunk the CMO and other heads of marketing. We had a hard time finding a corner big enough to set up the tank until we came across a large corner on the IT floor next to that room where the server thingies live (I’m not sure what y’all do with all of those). Anyway, one thing led to another and I’m afraid that room may have gotten a little wet. I didn’t think it was a big deal until we couldn’t access our emails or any of our files on the shared drive. Please tell me you can fix this?! Maybe try unplugging them and plugging them back in? That’s usually what you tell me when I can’t get anything to work. J Thanks!!

^ Sound familiar? This month’s mission is a Race to Rescue your end-users from downtime, password resets, and most importantly, from PEBCAK errors. If you can relate, feel free to share your help desk horror stories in the comment section.

Good luck!

Good Luck!

AUGUST MISSION:

Use the mission’s resources to complete the tasks and answer the questions for a chance to win!

Correctly answer each question during the week and you'll be entered for a chance to win the weekly prize.

Correctly answer all 20 questions over the course of the month and you'll be entered for a chance to win the grand prize: 12-Month Creation Crate Subscription

MISSION RULES

A new question will open every day (Monday - Friday) starting on August 7, 2017.

Once a question has opened, it will remain open until September 3rd, 2017 at 11:59 p.m. CDT.

Check the schedule below for exact open/close times.

Correctly answer all five questions within a given week and you’ll be entered for a chance to win the weekly prize:

Week 1 - Drawing on August 14: Millenium Falcon® Pool Float + 20oz HydroFlask®

Week 2 - Drawing on August 21: R2-D2® Mini Fridge

Week 3 - Drawing on August 28: Echo Dot + Philips® Hue White Starter Kit

Week 4 - Drawing on September 4: Death Star Levitating Blue Tooth Speaker

Grand Prize - Drawing on September 4: 12-Month Creation Crate Subscription


150 points are being awarded for each correctly answered question. There are 20 questions, which means you can earn a maximum of 3,000 points for this mission.

***MISSION SHORTCUT***

Complete the mission shortcut to earn an additional 1,000 THWACK® points & enter to win a 64GB iPad Pro®​!

The shortcut is simple:

  1. Download Web Help Desk® 

  2. Upload a screenshot after install of:
    • The “Action Rule Info” tab detailing the name of your action and a description of its purpose
    • The “Actions” tab detailing what process will take place after your action rule is triggered

*Check out this video for step-by-step instructions on how to set up action rules in Web Help Desk.

     3. Earn 1,000 THWACK points per product & enter to win a 64GB iPad Pro

Mission shortcut Terms & Conditions: US, UK, & Canada​ | Germany | Australia

Web Help Desk

AFFORDABLE HELP DESK TICKETING AND ASSET MANAGEMENT SOFTWARE

Weekly Prizes

Mon

Tue

Wed

Thu

Fri

Winners

Week 1: Complete questions 1-5 by August 13 to be entered to win: Millenium Falcon Pool Float + 20oz HydroFlask
Week 2: Complete questions 6-10 by August 20 to be entered to win: R2D2 Mini Fridge
Week 3: Complete questions 11-15 by August 27 to be entered to win: Echo Dot + Philips Hue White Starter Kit
Week 4: Complete questions 16-20 by September 3 to be entered to win: Death Star Levitating Blue Tooth Speaker

Correctly answer all 20 questions by September 3 and get entered to win the Grand Prize! 12-Month Creation Crate Subscription

Monthly Mission Terms & Conditions: US, UK, & Canada | Germany | Australia

169 Comments
MVP
MVP

err  - does anyone here actually think the questions are about a real world "best practice"

or

are the questions a fun way of looking at features of Web Helpdesk that have been framed by a moderately relevant horror story

gimmie more help desk horror stories and less serious analysis of the questions already

Oh I know. I live and breath it everyday with the company I work for. 🙂

But get this, the owner of the company says to everyone, "Treat me like every other employee." And he genuinely means it. It's all the people who work directly for, and around, him that like to throw his weight around and drive our support teams nuts.

Level 12

I'll leave you to your cudgel, then.  Enjoy!

Nah! At this point I usually go outside and yell at traffic. It seems to have the same effect. 😉

Nope.  I suspect no one thinks the humorous example represents a best practice.  It's funny for how ridiculous it looks.

But the example does show a real-world practice, as distasteful as it seems, and that's so sad!  I've watched this exact kind of CYA work and nepotism happening in more than one shop, and it's a sign of a bad internal philosophy and environment.

Maybe by shining the light of ridicule on it, we can help reduce it?

pastedImage_0.png

Level 9

I found a reference to all 3 in the video hint provided, albeit the options were used slightly differently in the video than how the questions were phrased. They were a good enough hint to let me know that each of the capabilities listed are available for use however you choose to use them.

MVP
MVP

rschroeder​ I love that collection and will have to steal some of those

MVP
MVP

Thanks wabbott​ for feeding our addiction

This months mission in a nutshell so far

Pick the right answer:

Ridiculous, funny or outrageous answer
Answer that addresses a product or product feature specifically.

Level 9

I read that as "Don't add a client's or tech's email to the list of recipients if they're already receiving these emails"   Everybody hates those people who double message.

My personal favorite, and my life motto:

thFZZ2BQV6.jpg

Level 9

I read that as "Don't add a client's or tech's email to the list of recipients if they're already receiving these emails"   Everybody hates those people who double message.

Oh, SURE . . . give the entire Mission away . . .

Except . . . well . . . that HAS been the pattern . . .

I think it's a nice change of pace at the moment

I agree with you.  Occasionally it's OK to have common sense answers, in a two-option format, in which one answer is obviously incorrect.

It's not as intense a learning situation, but I don't need intense at the moment.  ;^)

MVP
MVP

I have an additional answer for today

Use your workstation deployment software to issue a remote reboot for the user, just so they don't have to go through the trouble themselves

or, even better

Configure an additional action in your helpdesk software to reboot the users computer that triggers when a they open a ticket in the self help portal

Can't decide which one would reduce calls, but I'm guessing the latter.

Level 9

"...log into this end-user’s workstation..."

Cant decide if this is a typo somehow or a clever obfuscation of that the technicians inner monologue adding some colorful descriptive additions..

Level 13

I always play the Cisco exam ruling to Solarwinds questions. If there is a Cisco (Solarwinds) product in the answer always pick that

I personally would have also called the exterminator first and then sorted out the PC, However I knew they would want their product as the answer

Level 9

Tough one today...

Level 7

There was no hint, I was quite afraid. :')

Level 9

Nice ticket number!

I am sure someone will complain it was unfair or too hard.

Level 9

"Hints to confusing. Got my schween stuck in the ceiling fan."

Level 12

Every table will be an antique, someday, so...

Level 12

Of course there is also the opposite assumption, that nepotism was the sole reason for the hiring. It could be the boss' son has mad skills and deep institutional knowledge, giving him an essential role in the company and so his requests need prioritization.

Now THERE'S an option I hadn't considered.

I was thinking more of the classic and traditional nepotism.  Google Bud Frump in "How To Succeed In Business Without Really Trying."

A complete failure, riding his uncle's coat tails, dragging down moral and degrading company performance wherever he goes.  Yet anyone treating him based on his performance is transferred or fired or demoted.

Level 12

I see what you did there.......

Level 12

I have a script that will launch psexec, i just enter the users pc name, and it launches a remote command prompt on their pc and issues a shutdown -r -t15 command.

Cake.

Level 9

Fun!

Level 13

Does anybody actually need the hints for these?

Level 11

The week 1 winner who will be taking home a Millenium Falcon Pool Float + 20oz HydroFlask is am3​! Congrats!

Level 10

Gratz am3​!

MVP
MVP

Congratz to am3​ !

Level 14

congrats am3​  ... .enjoy!

MVP
MVP

Yes, but I draw the line at watching a video. If they were made to be funny with good production value (like the Carl Sr. commercial for Carl's Jr. when they transitioned from frat house style commercials to wholesome), I could probably stomach them.

(disclaimer--I thoroughly enjoyed the old and the new commercials, as well as Real Men of Genius, Hiney Wine, Captain Obvious...)

I'm suddenly hungry.

Say it ain't SO!

Yes, watching the video takes more time than searching the page's text for the obvious answer.

But a person has the opportunity to LEARN so MUCH!

Or maybe the video is just white noise or advertising, for your environment.

I confess, sometimes I'm like you, and go for the solution that's fastest.

MVP
MVP

That falcon float is pretty different for sure.

MVP
MVP

I don't use web helpdesk but this month has made some of the features more apparent.

I confess, I appreciate being able to read the transcript of the video session.  Somehow that helps it sink into my memory better.

MVP
MVP

In so many cases, the videos are blocked from work, so educated guesses/ flipping a coin/ searching the answer from a document/ web page is required.  Even if I wanted to use my phone, I would have to SPRINT outside since my cell phone reception is horrendous.

Level 7

This is a great mission!

Level 9

After picking what i found to be the correct answer it says sorry CAB stands for ... and what it gave for it meaning was the answer I choose.  Did anyone else get marked incorrect for picking the correct answer?

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Worked for me

Level 11

On a roll!

MVP
MVP

Ironically, we have a CAB meeting every week to go over the upcoming changes.  I was (kinda) listening to the call as I answered this question.

Level 9

Worked for me. There was a very close answer with one word different but similar, did that one get you?

MVP
MVP

Who wouldn't want self service availability!  Makes sense.

We have a self-service function in our Help Desk solution (LAN Desk Service Desk) for our users.  It's problematic.  Issues that arise include:

  • Users not including their current call-back number.  They may not provide ANY callback number, or rely on their auto-populated desk phone number while they're experiencing a VOIP outage or are away from their desks--their cell phone number or alternate land line should be provided.
  • Anyone can use the Self Service function, and users may choose it over calling the Help Desk and waiting on hold for as little as ten seconds.  When they bypass the Help Desk they miss out on all the expertise of that First Level Support solution, and no triage is performed on their ticket.  They arbitrarily assign the issue to incorrect teams, resulting in increased delay in resolving their issue.

If I were responsible for the Self Service option, I'd require the user to supply a few things before the ticket could be submitted:

  • Primary AND alternate telephone numbers, in case of VoIP or Telephone or Location variables kicking in.  There's nothing like trying to contact a user for more information, or to verify the problem is resolved, and discovering they're at a different site, or their desk phone isn't available, or they're simply away from their desk for a few minutes.  I really like getting calls resolved quickly.  Forcing the users to provide multiple phone numbers is a reasonable request.
  • Go through an easy and intuitive tree of departments to which the ticket can be assigned.  Certainly a call to the Help Desk would result in this, but if users don't want to wait on hole, a tree of options might start out looking like this:
    • Does the problem affect ALL applications and devices in your building?  Then select IS Networks.
    • Does the problem only affect one application?  Choose that application from the dropdown provided.
    • Can the problem be duplicated by your neighbor at work?
      • If yes, assign to that application's experts from the dropdown.
      • If no, assign to End User Platform Support for your market area.
    • Is the issue only slowness in one application?
      • Yes:  Select the application from the list and the team that supports it will be notified.
      • No: Please list which applications are NOT slow, and which Are slow, then click the option to contact the Help Desk, who will contact you for more information, or who may forward the ticket to the appropriate Support Team.
    • If your computer isn't working, has a power outage been experienced?  Is there construction occurring in the area?  Is there a thunderstorm in the area?
      • Yes:  Provide further details in the Comments Box and click "Forward to Service Desk"
      • No:  Are other computers also affected?
        • Yes:  Are ALL computers in your building affected?
          • Yes:  Assign to IS Networks
          • No:  List some computers that are affected, and some that are not.  Use the corporate computer name from the sticker on top of your monitor.  The click Submit--the Help Desk will triage the situation and contact you.
        • No: Provide your workstation's name and click submit.  The region technical support team responsible for your computer will be notified and will contact you.
  • Your contact telephone number is xxx-xxx-xxxx.  Can you be reached at this number in the next thirty minutes?  If not, provide alternate telephone contact numbers in the box below and click Submit.
  • Does the problem affect your telephone?
    • Yes:  Provide your cell phone number AND an alternate number (if available) that you can be reached at today.  The Communications Team will reach out to you at the alternate number.
    • No:  Provide an alternate number (your cell phone, preferably) and click submit.

You get the idea.  Have the user provide the necessary triage information (that the Help Desk would have gotten from them in 30 seconds).

When the users are too impatient to leverage the Help Desk resources, or when the Help Desk is insufficiently staffed for the needs, identify the problem and devote resources to training and staffing and only Knowledge Base solutions the users can leverage.

It's not rocket science--just logical process flows combined with understanding what it takes to get people to help themselves efficiently.