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Serious question, my boss told me to always check the user's ticket history before assuming it's a new issue.
I ignored it for a quick password reset call yesterday, and it turned out the same user had the same exact problem logged three times in the past month. I wasted 20 minutes on a fix that was already documented. Has anyone else had a simple piece of advice save them from looking unprepared?
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jamie_white7mo ago
Man, that's the worst feeling. I totally get it, because skipping the ticket history seems faster until you're redoing work. Like @faith274 said about server logs, those basic checks feel like a waste of time until they save your skin. My rule now is to always pop open the history tab while I'm asking the user their name, it takes two seconds. What's the one habit you had to learn the hard way?
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faith2747mo ago
My old manager had a rule about checking the server logs FIRST before even touching a keyboard. Saved me from rebooting a perfectly fine system at least twice a week. That habit stuck with me way more than any official training.
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jessica_hernandez177mo ago
Watched my buddy spend a whole afternoon trying to fix a weird network printer issue. He was ready to reimage the whole machine. Told him to just check the print queue on the server first, and bam, there was a single corrupted job from like three days ago holding everything up. Cleared it and it worked fine. He felt so dumb but never skipped that check again. Honestly those basic steps seem too simple but they stop so much wasted time.
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