Service Desk Digest 11/29/2017

Potluck this Friday

Come join us for an end-of-term potluck party this Friday, 11-1. Come for the food; stay for the camaraderie. If you plan to bring a dish, please update the google sheet (see email I sent out earlier today).

High Sierra “Root” Exploit

Due to a vulnerability in High Sierra, it is possible to login as root without providing a password. To fix, apply the latest updates.

For details, see:

If the root account is needed, it will need to be re-enabled and have password reset after applying the update. If there are issues with authentication or connecting to file shares, you may need to repair file sharing (see link above).

Splitting and Merging Tickets

If you are handling multiple tickets all related to a single request, please create a parent ticket and set it to the classification “Release”. You can then link the child tickets to it by going to Update, Set Parent. A typical time you would do this: multiple builds all being placed with the same customer. The build tickets will be the child tickets, and can be closed when the builds are done. The parent release ticket is where we should communicate with the customer and schedule placement.

Please don’t merge tickets, pretty much ever. Merging tickets merges the feed, and makes it really hard to track what is happening. It also breaks the link to the first ticket, which could be confusing to the customer. If there are two tickets about the same issue, close one of them with a note saying the request is being handled in the other ticket (and include the ticket number in your note).

Exception: if we receive a voice message about an existing ticket, it is okay (and a good idea) to merge that with the previous ticket.

Reminder: We Support People, Not Technology

While our job does require a certain technical savvy, our role is not so much to be subject matter experts but rather listening and troubleshooting experts. Customers don’t expect us to know everything about everything. They do expect us to help them figure it out. If you find yourself trying to figure out how to get out of helping someone because “we don’t support that” I encourage you to re-frame the question to “how can I help this person do what they are trying to do?”

And as a reminder, the typical words our customers use to describe excellent service from us are: friendly, helpful, patient, quick, professional, prompt, polite, nice, courteous, welcoming, kind, personable, follow-up, effective, clear, responsive, persistent, intelligent, and caring. Those are the attributes our customers value.

Keep up the excellent work. 🙂

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