what constitutes a "high priority"?
Preface: We define high priority as "A problem affecting one or more users that affects their primary job function and for which there is no work around".
Our normal priority turn around time is 12 business hours, so it's not like normal requests sit around for weeks at a time.
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So this luser is trying to burn some files to a dvd and it's not working.
I ask him the normal troubleshooting stuff...
"Do you have a DVD Read and Write drive?" "yes"
"Are the discs really DVDs?" "yes"
"Are you able to burn normal CDs?" "yes"
"Do you have a different brand of DVDs you can try?" "yes, they don't work either"
ok. At this point I'm almost certain its a bad drive, bad software or luser error. So I remote in and watch him try.
he's using Roxio's Drag and Drop utility. Tried to bypass that and add files to copy directly, but every time he puts in a blank dvd roxio tries to format it and it fails. Made sure DLA is enabled, no effect.
I advised him I'd send a desktop tech up to his workstation and he says "This is urgent, its crucial I write to dvds today".
Really???? Show me the file that is larger than 700MB that you want to copy and I'll think about making it high priority.
What things do your callers think is high priority that really isn't?
Our normal priority turn around time is 12 business hours, so it's not like normal requests sit around for weeks at a time.
________________________________________
So this luser is trying to burn some files to a dvd and it's not working.
I ask him the normal troubleshooting stuff...
"Do you have a DVD Read and Write drive?" "yes"
"Are the discs really DVDs?" "yes"
"Are you able to burn normal CDs?" "yes"
"Do you have a different brand of DVDs you can try?" "yes, they don't work either"
ok. At this point I'm almost certain its a bad drive, bad software or luser error. So I remote in and watch him try.
he's using Roxio's Drag and Drop utility. Tried to bypass that and add files to copy directly, but every time he puts in a blank dvd roxio tries to format it and it fails. Made sure DLA is enabled, no effect.
I advised him I'd send a desktop tech up to his workstation and he says "This is urgent, its crucial I write to dvds today".
Really???? Show me the file that is larger than 700MB that you want to copy and I'll think about making it high priority.
What things do your callers think is high priority that really isn't?
