Righto, so, I work in a murky grey area of tech support.
We have no SLAs, KPIs or stat monitoring.
I log on, say hello and that's all the management oversight I have, it's glorious.
3 months ago I notice an issue on the domain causing certain devices to be refused network access via Ethernet.
It's juicy, potentially 1500 users impacted.
I let the phone jockey managers know, provide info on how to triage etc so they can tell the phone jockeys who in turn can log and pass the tickets to me.
Didn't hear a word, still seeing mis-diagnosed tickets floating about. I'm having to monitor the queue and pull the tickets over myself.
I raise the issue up to a person who gets paid more than me, pass him a report outlining the cause, triage, a resolution yadda yadda.
Proper decent bit of work, to be honest.
He is sold on it and passes it up the chain, gets accepted as a P2 Problem.
I send a ticket to another revolver group stating they have incorrectly completed a request, which is part of the above problem, with clear info on everything and stating exactly what they need to do
I am literally spelling it out to these guys.
They are either refusing to read the info on the ticket, stupid or just doing it on purpose.
One note tried to make me look like a dick, saying I should be more vigilant when it is my vigilance that spotted their mistake in the first place.
They've tried closing the ticket twice with s**tty comments and saying they have resolved it.
Twice I have had to reopen the ticket showing why they have not fixed their mistake.
Bros, I am totally close to absolutely losing my cool
Oi, you muppets, just put the dame device in the correct OU group!!!!