Day: 13 April 2004

Documentation

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I have written about it before (i think) but in a technical job you never can have enough documentation. We take it for granted. In a smaller company you also know everyone who did work, so you just go ask the source of information for help. That is not a good way to do things.

My department has been attempting to write documentation for most day to day issues, and some more routine server / network issues.

The next step is to put that in a database of some kind. Gus likes Wiki’s. Not sure if what we want to do will be perfect for that software or not. There are tons of other forum or idea posting systems that we can use on linux.

For now I am content with just getting everything as a word document and worry about putting a UI on it later. Right now I need content. This process is really two separate ones with the same goal, but different content. What I mean is I am gathering how to’s from the support department at the same time as I am building a FAQ so to speak for the company at large. One will be very technical and for my departments use only. The other will be for everyone’s use and will answer simple questions about where or who to goto for information or how something is done in the company. Both projects are related because it is information gathering. Putting down on paper what has only been in peoples heads for so long.

Documentation is a slow difficult process. Unfortunately most technical documentation is not that good!

Backlog

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When you work in a real support environment you know about a backlog. The art of being so far behind you have a list or several lists to keep track of how old problems are. We use a ticketing system to track all outstanding issues. Each support request is considered a ticket. A ticket goes into a Queue. A queue is like requests such as all helpdesk tickets go in one queue. All production tickets go into one queue. You get the picture.

Yesterday at one point we had over 35+ open tickets between 4 people. Not sure if that is a record for us, but it was busy. Monday’s are like that.

The problem with the system is people. People are supposed to input requests into the system and we will prioritize it, and then put it in queue. Well people think they will get faster response if they go over to us and say “i have so and so problem”. It doesn’t work very often, but people still do it. Then we get the people who come over and are like “i put a ticket in 2 seconds ago but want to see when you would work on it, or here is more information than I wrote in my 2 line request.” Come on people, you are not going to get faster help if you bother us.

Long, Crappy Day

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Today was crappy. it was wet. I thought I lost my wallet, and ended up going to the subway and realized I didn’t have it. I went back to the office in the rain to find it on my desk. I never do that, so I was not happy with myself.

That was the end of the day. I am not on the Rail Road home. I am slowly unwinding from the day. Writing the blog actually helps me relax a bit.

I can sum up my problems today with one word. Frustrating. I cannot go into it, but it is something that is ongoing and it is just frustrating. Even more so since I cannot talk about it here. Read whatever you want into that statement. I am just saying sometimes work is frustrating.

I have to build a new FTP server that supports SFTP by friday. I still don’t have the hardware to run it on yet. That should hopefully arrive tomorrow or Wednesday.

The tech guys in Kingston may or may not meet some deadlines for new projects to complete. They are working on new user profile security. A major due date is Friday, and then the following friday.

Keith and I have to figure out how to rebuild the old call center in NYC. that will take some outside help. I need to move the remaining call center people to their new home, and then do some restructuring. That will be fun.

I want to go home and order some food and forget about everything in front of the TV. Not sure if that will happen yet.

Jury Duty

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I thought they forgot about me, but I have been asked (really sort of told) that my Government (City/State Government that is) needs me as a Jury alternate. I have to start calling some week in May. I postponed this last year, and they were supposed to call me to come in back in November. I guess they forgot or didn’t need me. Now I got the post card. Not too happy about it.

At least I am an alternate and I hopefully can get away with not showing up to the courthouse for a few days, and then HOPEFULLY spend only one day there. it is so boring to do.

Ironically my mom got called for the same week and status as me. She is also an alternate. Makes some sense. We have the same first initial and same last name. She also lives relatively nearby me. I wonder if we will get called to the same courthouse? Never know.