This morning as I was in the Support Office attempting to dismantle a multimeter using a Swiss Army Key (Long story and totally Irrelevant here) the following conversation happened between OfficeBitch1 and myself. I should point out OfficeBitch1 (A name given him by TheGovernor) used to be the main Support Guy of the Asylum many years ago, and has recently come back one day a week to get himself back into IT.
OB1: “I cant log in!! Has my password been changed?”
OB1: “Stupid keyboard is broke! the m key doesn’t work, no wonder I cant log into my account”
GN: “The m key is broke? do the other keys work ok?”
OB1: “Yes, everything is fine bar shift-m”
GN: “Hang on, lower case m works? just shift-m doesn’t?”
OB1: “yes. m works by itself, it doesn’t with shift”
GN: “Why don’t you use caps lock then?”
OB1: *Typing* “arrgh That doesn’t work either!!!”
GN: “Did you turn caps lock off after you typed the M?”
OB1: *mutters* *types*
In his defence, the issue was that he was using the wrong email address as his username, and he had his laptop set to numlock so the m was in fact a 0. Even still I feel for anyone phoning the Asylum today for support.
I was right in worrying. I just had a simple “add this text to dns record” support ticket escalated to 3rd line Server support on the one day of the week when we have double the normal amount of support guys in. Apparently Cut & Paste is too advanced for 1st & 2nd Line Support.