Re: "I found that a strange concept of 'nothing,'"
hmm - I wish ! current support desk - raise ticket & fill it in (actually well hidden and frequently moved) - Describe issue briefly. Expand fault description; add movies/screen shots, software version. May have screen shots lying around or from colleagues showing how it should work if relevant. List of things already checked (basic tier 1 checks; to tier 2 for some issues) What I was trained to do when producing a fault report; what I have trained (some) of our clients to do with about 10% success rate. Point out that when they call back to investigate I may be talking & remoted in to ac lient so please just teams me - when I notice it I'll respond. Add in known upcoming times I won't be available - all time say 14h00 UK (09h00 Ohio time) (All times regardless where in the world within the CRM are always Eastern time or as they call $Town in Ohio.
Get an email saying they are closing the ticket because they called and no response - check the ticket - they called at 04h00 UK time and then at 01h00 on a Saturday with a follow up call on the Sunday.
Re-open ticket - get called on teams at 16h55 UK (yup Close of Day is 17h00) - arrange to be called back tomorrow - which may or may not happen - just as likely to have closed ticket - rinse & repeat.
Eventually Tier 1 contact at decent time; Start doing various Tier 1 checks - yes I know I do the same BUT I will have read the damn ticket 1st because guess what - Tier 1 call the next ticket on the list without attempting to read or look at anything in the ticket - Like I have a dual monitor and they can't understand why their remote system can't see what I am doing/their clickety clicks do nothing. Ask them if they saw the screen shots ? read the fault description - well lets say ONCE I had an apology; she went off and read it and then said Thank you very much I'm escalating to tier 3; we don't need to waste your time with tier 1 or Tier 2.
So - since this is an IT "publication" what is it with Tier 1 (& 50% of Tier 2) frontline IT hell desk that they never ever read the damn ticket notes ? Then when they pass it rinse and repeat at Tier 2 - they don't even read what the tier 1 guy wrote in the ticket
Of course we always check the reports we get (remote support of Industrial automation so much WIndows fun and games); but if we are interacting with the client we always tell them we have learnt to check things - and we don't check every thing - because they send in screen shots etc.
You think I'm kidding ?
ticket with client's IT as the VPN has stopped working properly for my colleage
Send them screen shot of "net user %username% /domain" and "net user fredblogs /domain" (and repeat durn=ing the ensuing mayhem)
Point out the he is missing a start up script and half the groups.
3 months later; many calls later; emails abundant; oh we think fred bloggs will be ok now; we discovered he'd been assigned the wrong profile so he had the wrong start up script and the wrong groups.
Run net user for both again and ask why fred is still missing group "evil_contractor_scum-adm2" as we already know that that is needed to be allowed to reboot & clear/delete assorted protected files. Fortunately the correct help desk guy was still on cc of the email trail. He thanked us for picking that up and confirmed he'd now got it right - lo & behold happy fred bloggs can at long last finish what he'd been doing when he lost access.
/rant But why ? why can't the hell desk read (& make some effort to understand) the damn tickets BEFORE calling/teams ?