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  • April 26, 2018, 02:51:24 PM

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Author Topic: Not Going To Happen 'Cause I'm Not Harry Potter (Impossible Patron Requests)  (Read 1681852 times)

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hjaye

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  • Posts: 1013
I constantly run into problems with users expecting me to a fix a problem that I have no control over.

Iím responsible for an application that users need to access to be able to log onto servers and access their own applications.  The application has a URL that you connect to and it brings you to the applications portal.
Access to the portal site is done through two things.  First, you have to use Internet Explorer, the application does not support any other browser.  I have no control over this.  This is the way the vendor who created the application decided do to it.  The company that I bought the application went with this vendor and that is a limitation they decided to live with.  I canít change it; I canít fix it.
The second thing the user needs is a security card.  The card is inserted into a card reader connected to their computer, there is a security certificate imbedded on the card that the browser needs to read to authenticate the users.

Unfortunately, this technology is spotty at best.  Internet Explorer does not do a good job reading the certificate.  This is not a function of the application I support; this is a function of the browser. 
Time and time again we run into issues where users cannot access the application portal.  They figure since they are trying to get the portal site, it must be the application that is broken.
I will point out to them that the portal site is up and running, that hundreds of users are currently logged in and working fine, but for whatever reason, their browser is not reading their certificate, and there is nothing I can to do fix that problem.

I get very frustrated because Iíll have managers set up a bridge troubleshooting call and Iíll have to go over all of this again for the umpteenth time.  We go around and around and just end up back at square one.
Iíve called the vendor and opened up a trouble ticket with them since I was asked to do it.  We have been able to show that itís a problem with the browser and the next step should be to engage with Microsoft since itís their browser that is having the problem, but they donít want to spend the money to open up a ticket with Microsoft.

The good thing is that in just about every instance, the problem will fix itself in about one to three days

All of my company's web-based stuff is designed to only be able to run in Internet Explorer as well.  Our IT people won't even talk to someone unless they've cleared cache & cookies and tried restarting their computer.

Personally, I categorically refuse to use Internet Explorer outside work, but since even if I were to get permission to have Chrome installed on my work computer, it wouldn't do me any good since none of the web apps I need access to will work in Chrome.
yeah, personally I HATE!!!!! Internet Explorer, along with Microsoft.  It seems the more advanced their technology gets, the less user friendly it is, and the harder it is to get things to work together.  I make my living off of supporting Microsoft technology, but I'm so looking forward to the day when I can retire.

AfleetAlex

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I 'affectionately' refer to it as 'Internet Exploder.'  ;D
I have a chronic case of foot-in-mouth disease.

nutraxfornerves

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  • Posts: 1772
I got this from a hotel worker. It could be Snowflakey, but I think it is more Potterish, or even Graingerish.

The hotel offers free breakfast. A guest comes to the front desk in the early afternoon and complains that there is no breakfast. The desk clerk tells him that breakfast is served from 6-9 AM. That is not acceptable to the guest. He is from Far Distant City, and it's within those hours there, so the hotel should serve him breakfast. In fact, the hotel is providing terrible customer service. They get guests from all over the world who should be able to get breakfast at an appropriate time.

"Are you suggesting that we serve breakfast 24 hours a day because it's always going to be that time somewhere in the world?"

"Exactly. I don't see why that sounds unreasonable."

Nutrax
The plural of anecdote is not data

Dazi

  • like the flower
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I got this from a hotel worker. It could be Snowflakey, but I think it is more Potterish, or even Graingerish.

The hotel offers free breakfast. A guest comes to the front desk in the early afternoon and complains that there is no breakfast. The desk clerk tells him that breakfast is served from 6-9 AM. That is not acceptable to the guest. He is from Far Distant City, and it's within those hours there, so the hotel should serve him breakfast. In fact, the hotel is providing terrible customer service. They get guests from all over the world who should be able to get breakfast at an appropriate time.

"Are you suggesting that we serve breakfast 24 hours a day because it's always going to be that time somewhere in the world?"

"Exactly. I don't see why that sounds unreasonable."

I live in a touristy area. Something similar was once said to a friend of mine. She looked at the guest and told them they weren't a Denny's, but there was one across the street.  :P
Meditate. Live purely. Quiet the mind. Do your work with mastery. Like the moon, come out from behind the clouds! Shine. ---Gautama Buddah





Winterlight

  • On the internet, no one can tell you're a dog- arf.
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  • Posts: 10225
I got this from a hotel worker. It could be Snowflakey, but I think it is more Potterish, or even Graingerish.

The hotel offers free breakfast. A guest comes to the front desk in the early afternoon and complains that there is no breakfast. The desk clerk tells him that breakfast is served from 6-9 AM. That is not acceptable to the guest. He is from Far Distant City, and it's within those hours there, so the hotel should serve him breakfast. In fact, the hotel is providing terrible customer service. They get guests from all over the world who should be able to get breakfast at an appropriate time.

"Are you suggesting that we serve breakfast 24 hours a day because it's always going to be that time somewhere in the world?"

"Exactly. I don't see why that sounds unreasonable."

Does anyone else suddenly have Alan Jackson and Jimmy Buffett telling them that "It's Five O' Clock Somewhere?"

https://www.youtube.com/watch?v=BPCjC543llU

If wisdomís ways you wisely seek,
Five things observe with care,
To whom you speak,
Of whom you speak,
And how, and when, and where.
Caroline Lake Ingalls

WolfWay

  • They burnt down my house... They ate my tailor!
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  • Posts: 2827

Unfortunately, this technology is spotty at best.  Internet Explorer does not do a good job reading the certificate.  This is not a function of the application I support; this is a function of the browser. 
Time and time again we run into issues where users cannot access the application portal.  They figure since they are trying to get the portal site, it must be the application that is broken.
I will point out to them that the portal site is up and running, that hundreds of users are currently logged in and working fine, but for whatever reason, their browser is not reading their certificate, and there is nothing I can to do fix that problem.

I get very frustrated because Iíll have managers set up a bridge troubleshooting call and Iíll have to go over all of this again for the umpteenth time.  We go around and around and just end up back at square one.
Iíve called the vendor and opened up a trouble ticket with them since I was asked to do it.  We have been able to show that itís a problem with the browser and the next step should be to engage with Microsoft since itís their browser that is having the problem, but they donít want to spend the money to open up a ticket with Microsoft.

The good thing is that in just about every instance, the problem will fix itself in about one to three days

All of my company's web-based stuff is designed to only be able to run in Internet Explorer as well.  Our IT people won't even talk to someone unless they've cleared cache & cookies and tried restarting their computer.
Same with my company. And every time an update to IE is rolled out I have to remind our testers to check the compatibility mode because that's why the buttons stopped working.

Personally, I categorically refuse to use Internet Explorer outside work, but since even if I were to get permission to have Chrome installed on my work computer, it wouldn't do me any good since none of the web apps I need access to will work in Chrome.
I argued that I needed to have Flamingvixen installed to use the Swashbuckle plugin to test my API web services and Chrome because I needed Postman to test the same web services. IE is beyond awful for debugging.
<3

MissRose

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I 'affectionately' refer to it as 'Internet Exploder.'  ;D

LOL !!!

Kaymyth

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Unfortunately, this technology is spotty at best.  Internet Explorer does not do a good job reading the certificate.  This is not a function of the application I support; this is a function of the browser. 
Time and time again we run into issues where users cannot access the application portal.  They figure since they are trying to get the portal site, it must be the application that is broken.
I will point out to them that the portal site is up and running, that hundreds of users are currently logged in and working fine, but for whatever reason, their browser is not reading their certificate, and there is nothing I can to do fix that problem.

I get very frustrated because Iíll have managers set up a bridge troubleshooting call and Iíll have to go over all of this again for the umpteenth time.  We go around and around and just end up back at square one.
Iíve called the vendor and opened up a trouble ticket with them since I was asked to do it.  We have been able to show that itís a problem with the browser and the next step should be to engage with Microsoft since itís their browser that is having the problem, but they donít want to spend the money to open up a ticket with Microsoft.

The good thing is that in just about every instance, the problem will fix itself in about one to three days

All of my company's web-based stuff is designed to only be able to run in Internet Explorer as well.  Our IT people won't even talk to someone unless they've cleared cache & cookies and tried restarting their computer.
Same with my company. And every time an update to IE is rolled out I have to remind our testers to check the compatibility mode because that's why the buttons stopped working.

One of the more "fun" features of newer IE versions is how Microsoft decided, hey, wouldn't it be neat if we just had the program merge all of your browsing windows into a single session? Well, no, not when you have multiple job-vital programs that clash with each other if they're running in the same session. Oftentimes one won't work if the other is running. A lot of our programs have a timed logout, so when it automatically logs you out, the command runs across everything else in the same session, kicking you out of everything.

There are ways to get around this, of course, but it annoys me that it's even necessary. As it is, I've figured out how to hack the launch command to automatically not-merge things, but it has to be redone every time an IE update is deployed.

whiterose

  • From the good old US of A!
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  • Posts: 4473
No, we cannot make the tax preparers come an extra day beyond their last one just for you.

No, we cannot make an appointment just for you if a) the tax people are out of appointment slots, b) we are not even handing out their contact information anymore, and c) customers were to call on their own at the beginning of tax season. The library only hosts the tax preparers- our staff has nothing to do with the actual tax work.

It is not the library's fault that you procrastinated. We can refer you to other places- though they may charge. We cannot make the tax preparers who come here make an extra appointment for you- let alone come an extra day after the IRS deadline takes place.
I have pet mice!

Yarnspinner

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No, we cannot make the tax preparers come an extra day beyond their last one just for you.

No, we cannot make an appointment just for you if a) the tax people are out of appointment slots, b) we are not even handing out their contact information anymore, and c) customers were to call on their own at the beginning of tax season. The library only hosts the tax preparers- our staff has nothing to do with the actual tax work.

It is not the library's fault that you procrastinated. We can refer you to other places- though they may charge. We cannot make the tax preparers who come here make an extra appointment for you- let alone come an extra day after the IRS deadline takes place.


I so feel your pain. 

Only one of our branches hosts the tax advisers because they have a large room to house them.  Most of the branches have either no or limited space.  Most of the rooms at my little branch are glorified broom closets.   The ones that aren't are nearly always in use for kids programming.  We simply haven't got the kind of space required for the tax prep program.  This doesn't stop people showing up on our door step asking for an appointment with our tax prep adviser.  They don't take too kindly to having to go to a different branch.

Winterlight

  • On the internet, no one can tell you're a dog- arf.
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  • Posts: 10225
No, we cannot make the tax preparers come an extra day beyond their last one just for you.

No, we cannot make an appointment just for you if a) the tax people are out of appointment slots, b) we are not even handing out their contact information anymore, and c) customers were to call on their own at the beginning of tax season. The library only hosts the tax preparers- our staff has nothing to do with the actual tax work.

It is not the library's fault that you procrastinated. We can refer you to other places- though they may charge. We cannot make the tax preparers who come here make an extra appointment for you- let alone come an extra day after the IRS deadline takes place.

IME, the tax preparers are usually volunteers, which makes such demands even ruder to me.

If wisdomís ways you wisely seek,
Five things observe with care,
To whom you speak,
Of whom you speak,
And how, and when, and where.
Caroline Lake Ingalls

whiterose

  • From the good old US of A!
  • Member
  • Posts: 4473


IME, the tax preparers are usually volunteers, which makes such demands even ruder to me.

They certainly are volunteers in our case. They are generously donating their time and knowledge. We work by appointments since the demand is so large. Other libraries in the system do offer walk-ins. But this person insisted on having his taxes done at our branch by them when he wanted them done.
I have pet mice!

MissRose

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To me this situation can be snowflakey and Harry Potter category.

A few days ago, I pull into my apartment complex and park in my assigned area. I have a few things with me as I've been out running errands.  An older man gets within a few feet and then asks me if I have the landlords' phone number, and I said I am sorry I do not.  Keep in mind our complex has multiple buildings, and I do not know all of the residents.  I am more familiar with those who live in my apartment's building.  The man asked again are you sure, and as I walked away not looking back picking up a bit of speed, I said I do not.  The man yelled at me that I was being rude but I did not respond back.  I am sure he eventually got let back into his respective building - the weather was nice out and waiting some time did not harm him.  I was not going to lend a stranger my phone to ring the landlord much less give the cell number either.  For all I know, he could have been a trespasser.   

MissRose

  • Member
  • Posts: 1695
No, we cannot make the tax preparers come an extra day beyond their last one just for you.

No, we cannot make an appointment just for you if a) the tax people are out of appointment slots, b) we are not even handing out their contact information anymore, and c) customers were to call on their own at the beginning of tax season. The library only hosts the tax preparers- our staff has nothing to do with the actual tax work.

It is not the library's fault that you procrastinated. We can refer you to other places- though they may charge. We cannot make the tax preparers who come here make an extra appointment for you- let alone come an extra day after the IRS deadline takes place.

IME, the tax preparers are usually volunteers, which makes such demands even ruder to me.

I feel for library employees who get grief from patrons over a FREE service! If the library did not host the volunteer tax people, I would hope there are other alternatives for low income people to have their taxes done depending on the area.

wolfie

  • I don't know what this is so I am putting random words here
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No, we cannot make the tax preparers come an extra day beyond their last one just for you.

No, we cannot make an appointment just for you if a) the tax people are out of appointment slots, b) we are not even handing out their contact information anymore, and c) customers were to call on their own at the beginning of tax season. The library only hosts the tax preparers- our staff has nothing to do with the actual tax work.

It is not the library's fault that you procrastinated. We can refer you to other places- though they may charge. We cannot make the tax preparers who come here make an extra appointment for you- let alone come an extra day after the IRS deadline takes place.

IME, the tax preparers are usually volunteers, which makes such demands even ruder to me.

I feel for library employees who get grief from patrons over a FREE service! If the library did not host the volunteer tax people, I would hope there are other alternatives for low income people to have their taxes done depending on the area.

I believe that if it is simple the IRS themselves will help you. I once had a problem and went to their local office and they fixed my return and filed it for me.