Comments for Beer, Cheese and Monkeys http://mynameismonkey.com Home of the world's most useless taxonomy Sat, 11 Jun 2011 21:07:11 +0000 hourly 1 http://wordpress.org/?v=3.3.1 Comment on A Puppy Ate My Internet by syberghost http://mynameismonkey.com/2007/02/a-puppy-ate-my-internet/comment-page-1/#comment-2 syberghost Sat, 11 Jun 2011 21:07:11 +0000 http://mynameismonkey.com/?p=15#comment-2 Every few weeks, we get an ticket from "Keith". "Keith" is a Technical Adviser. This is one step up from a lowly "Senior Technical Analyst" like me, and indicates that one demonstrates superior technical knowledge and accepts an advisory and organizational role within one's team. "Keith"'s ticket almost always says the same thing: "Sudo is broken on (name of server). Please fix this, it is preventing me from doing my work!" Sometimes it's more than one server, sometimes he doesn't actually list any servers and we have to go through a round of "I can't research this without a server name to check". Every time, we find log entries saying that someone is trying to sudo from "Keith"'s account and getting the password wrong, repeatedly. We don't even add any text to the ticket rejections anymore, we just cut and paste the log file in as we close the ticket. Then a few minutes later "Keith" replies back to the ticket, which re-opens it, stating "it's fixed now". Then we re-close the ticket with a notation that replying to the ticket re-opens it. If any other member of "Keith"'s team has a sudo problem, they're supposed to consult him before opening a ticket, since as a Technical Adviser he's their first line of support for technical issues. We get a lot of tickets from that team. Every few weeks, we get an ticket from “Keith”. “Keith” is a Technical Adviser. This is one step up from a lowly “Senior Technical Analyst” like me, and indicates that one demonstrates superior technical knowledge and accepts an advisory and organizational role within one’s team. “Keith”‘s ticket almost always says the same thing:

“Sudo is broken on (name of server). Please fix this, it is preventing me from doing my work!”

Sometimes it’s more than one server, sometimes he doesn’t actually list any servers and we have to go through a round of “I can’t research this without a server name to check”.

Every time, we find log entries saying that someone is trying to sudo from “Keith”‘s account and getting the password wrong, repeatedly.

We don’t even add any text to the ticket rejections anymore, we just cut and paste the log file in as we close the ticket.

Then a few minutes later “Keith” replies back to the ticket, which re-opens it, stating “it’s fixed now”.

Then we re-close the ticket with a notation that replying to the ticket re-opens it.

If any other member of “Keith”‘s team has a sudo problem, they’re supposed to consult him before opening a ticket, since as a Technical Adviser he’s their first line of support for technical issues. We get a lot of tickets from that team.

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