Just have to rant
Posted by Boulang@reddit | sysadmin | View on Reddit | 83 comments
My supervisor insists that we manually transcribe the info from remedy tickets, cell by cell into an excel spreadsheet so he can track incidents/change requests.
My coworkers vehemently agree this is the best way.
The truth is they just don’t know how to use remedy.
They have a dozen or more arguments for why using excel is better than just using remedy…
I showed them how to do search queries, reports, and how to export that data to an excel sheet.
They insist that “a simple spreadsheet” is better than remedy…….REMEDY IS A SPREADSHEET UGH
They also manually transcribe data from a share point calendar into a separate excel sheet, when I show they the “export to excel” button on share point, they look at me like some sort of crazy person, even rolling their eyes and laughing at me…..I’m just like what the actual fuck
SMH I just had to rant sorry
18ekko@reddit
I'm confused, are your co-workers and supervisor all brand new to using computers?
Boulang@reddit (OP)
No, the least experienced guy on in the shop is going into his 5th year of working IT.
I’m around 12, been working mostly with hardware. Equipment installs, infrastructures, a bunch of window’s deployments and desktop lifecycles, a lil bit of networking, cyber defense, and VOIP/VTC.
I’m deff not an expert Sys admin, but I kno the most basic stuff, enough to know that this is a crime.
Curious enough to teach myself how to do it, just for my own knowledge. I feel kinda immature for ranting here, I just think my team is capable of more, they just don’t have the passion.
Dragonsong3k@reddit
Nothing like doing double work... On top of that, Remedy is not cheap. Imagine paying all that money just to use a spreadsheet.
It has all the features they need. Just need to learn it.
Boulang@reddit (OP)
The cost isn’t something I’d considered.
…..they’re only a few steps away from creating their own, completely new ticket tracking system…..ticket number would be the row number, and could assign it to other technicians by just changing the name on it. Highlight the row green when it’s done. (Moving it to a new worksheet is too complicated.) lol
Dragonsong3k@reddit
Just wait until someone accidentally deletes it or MS Syncing gets screwy.
libertyprivate@reddit
Just make a script to snag the data and generate a CSV that looks right when imported into excel
Library_IT_guy@reddit
I once automated someone out of a job by doing something similar once lol.
BloodFeastMan@reddit
I didn't see this before I commented to just make a Perl script to do it for you. :)
Hanthomi@reddit
Perl? What decade did you time travel from old geezer?
BloodFeastMan@reddit
The one where Perl, TCL, Awk, and Sed are still the best text manipulation tools in your box. Remember the old saying, "just because you can, doesn't mean you should." :)
wrincewind@reddit
Not just the best, they're also the ones that you know will always be there in any box you hop into. I use all kinds of machines set up by all kinds of people, I can't always guarantee that they'll have the latest whizz-bang fanciness, but sed is forever.
Serious_Chocolate_17@reddit
This is why I like them too. Every flavour of linux has these available
linoleumknife@reddit
Even better, use something like the Import-Excel PowerShell module to create a full Excel spreadsheet automagically.
CostaSecretJuice@reddit
sdeptnoob1@reddit
I do this but do tell so everyone uses it, and we save time. This is how you make yourself useful!
Unless they fear that too then yeah maybe silence lol.
bdanmo@reddit
1) Oh. Oh my God. I am sorry that this is your reality. I truly am.
2) I would totally be automating this.
Boulang@reddit (OP)
Well I learned a lot from this post, and the affirmation that the current method is crazy, with a half dozen better ways to do it, is a relief.
Using the info here, I have some topics I can research, and for my own sake of knowledge expand my capabilities.
I’ll probably generate reports just for fun and explore all the ways to do it
Adorable-Donkey5399@reddit
I use a similar report shared to my department teams as a csv. As the Infrastructure manager i schedule a Friday morning to review past week changes as well as weekend change window initiatives and next planned changes. All teams including security, development, training, Helpdesk and desktop/mobile are included.
It's a simple way of typically keeping the meeting short and to the point 👉
6SpeedBlues@reddit
Sounds like they need to hire someone to do the transcribing so that the ability to efficiently work tickets is not sacrificed.
Boulang@reddit (OP)
W
I_ride_ostriches@reddit
I’m pretty sure remedy reports have the option to send an export of any given report on a time schedule. Sounds like an easy win to me.
Academic_Deal7872@reddit
This. Also, do you work with a bunch of kiss asses or older folks resistant to change. Why do something twice?
Maro1947@reddit
Heay work at AWS...... believe it or not
Boulang@reddit (OP)
Yes I do, they keep referring to their separate excel sheet as “the spreadsheet” and the data in remedy as “remedy”.
I have to always reiterate “wait a sec, just so we’re clear, remedy displays it’s data in a spreadsheet”
“Yea but we like to do CTRL+F to find stuff”.
I respond, “to find details from the ticket? I can make search queries for you to do this faster, for info you search for often…if we export it to excel, you can still do CTRL+F”.
I even offered to do it all for them, they’re not interested. Won’t even look at my PC so I can show them the simple line that’s used for the search query…..remedy even helps you build the search queries 💀💀💀
bws7037@reddit
I was a victim or Remedy for over 10 years. It should be treated as a crime against humanity.
vogelke@reddit
The truth is they just can't be bothered to learn how to use remedy. Some people don't see automation as "this saves me time." They see it as "now I have to get off my overpaid ass and think."
Smile, be polite, write them off, and improve your own process.
Boulang@reddit (OP)
You understand my situation so perfectly, thank you.
I don’t feel any of my effort is wasted, even if filling out their spreadsheet is redundant, I like this job and the customer. Truthfully, I work separately of them, so I don’t even have to “deal” with it….just breaks my heart to see these techs chiseling data into stone when we have a printing press
vogelke@reddit
https://thedailywtf.com/articles/Classic-WTF-The-Indexer
Sushi-And-The-Beast@reddit
This should be on shittysysadmin
TheAnniCake@reddit
It is: https://www.reddit.com/r/ShittySysadmin/comments/1lrqcen/my_coworker_is_ruining_the_sanctity_of_manual/
im-just-evan@reddit
I love that it was ran through GPT to make it even… more.
BloodFeastMan@reddit
Perl is your friend
Adderol@reddit
Why Perl over powershell? Just curious.
BloodFeastMan@reddit
Perl is faster with text processing.
Boulang@reddit (OP)
I’ll see if I can learn about this. Would just be for my sake though, unless I am promoted I won’t be able to implement any changes
Thuglife42069@reddit
OP finds out some people don’t like change. More at 7.
Boulang@reddit (OP)
The excel sheet is actually new. We were just using remedy prior to this. The change is the meetings/briefings. My supe is required to brief this info weekly, so he made a spreadsheet for everyone to enter data into. Been doing it since September. Now we’re using remedy and this separate spreadsheet
pdp10@reddit
So, your supervisor could generate a report themselves, or they could order others to fill in a spreadsheet, and you're nonplussed why they would pick the one that's less work for themselves?
Thuglife42069@reddit
Ahhh my bad
MyLegsX2CantFeelThem@reddit
Are they too dumb to know how to pull reports??
Boulang@reddit (OP)
No, they haven’t been shown how to do it. They’re comfortable with this method, even though it’s much more work.
Combination of unmotivated, no passion, and lack of knowledge. In fact, before watching them do this, I was just using remedy as a technician, updating and resolving tickets. I knew it was capable of reporting/querying, but had never done it. Took me about 30 mins to learn how to duplicate what they do tediously by hand
BrainWaveCC@reddit
Stop sharing info. Just use that info to produce the deliverables they want.
It's hard enough dragging the horse to water, but you absolutely will not get him to use the well pump. Pump the water yourself and stop trying to teach the horse anything.
Boulang@reddit (OP)
I agree, I’m not the individual who is actually responsible for attending the meetings or briefing the data they’re collecting though. I can generate reports for my own interest, but most of them get ignored.
I think if I just stick around long enough, eventually I’ll be able to implement these changes.
One additional hurdle though….while my supervisor actually agrees that the spreadsheet in excel they’re using is redundant to remedy…..apparently “were not the only shop in our IT Support structure that do it this way”
I’m lightheaded, we got network techs, infrastructure, desktop support, AV, sys admins, helpdesk….there’s no way they’re all doing it this way
darthgeek@reddit
How long are you willing to sacrifice for the off chance you might possibly maybe could have the chance to make this change?
Boulang@reddit (OP)
Well this job pays very generously….i think i actually make more than my supervisor…
I actually work separately of the team I’m bitching about. We’re on the same team in the sense that we work on the same stuff, but I work separately of them, have my own office, and service special projects and VIP customers. I’ve been here longer than my supe too.
This current job, I’m a bit over qualified for it, it’s tier I, when I’m used to doing installs and projects. But this job actually pays more, so I’m gonna stay here as long as they keep paying. The customer is awesome, I’m overqualified for it, but the work is hands on, which I enjoy. I get lots of problems to solve, which I enjoy.
So yea, it doesn’t look very good on my resume, but I think I could keep this job for a long time, even if it means entering data manually into excel lol
Spirited-Pop7467@reddit
If it pays well, I could live with bullshit like that pretty easily ;)
QuietGoliath@reddit
Given the state of the world right now - if you're happy, getting paid well, and you've got confidence in the company's survival through these turbulent times - then damn dude, I wish you well!
JaschaE@reddit
"We've always done it this way!" is one hell of a drug!
Darth_Malgus_1701@reddit
"Tradition is peer pressure from dead people" -Beau of the Fifth Column.
jumbo-jacl@reddit
You work with a bunch of idiots.
flecom@reddit
hate to break it to you but most of us do, and if you don't think so, I have bad news hehe
officerthegeek@reddit
idiots are just as likely to think they work with idiots
BlackV@reddit
pretty sure that's the point they're making
hkzqgfswavvukwsw@reddit
Feelin seen rn
NETSPLlT@reddit
So, do what you're told. Do it manually, see how long it takes. Find out how long it takes your coworkers.
Automate it, submit the time for manual entry, and take a well-deserved break. You wanted the company to benefit from automation and efficient task completion but they refused. So enjoy it for yourself.
Sasataf12@reddit
I wouldn't even do that. If the deliverable is transcribe tickets from Remedy to Excel, then just find the most efficient way to do that. The method isn't the requirement.
Boulang@reddit (OP)
I enjoy the work, I don’t mind putting in the time, there’s just more productive things I do myself.
I always make sure to mention to the guys that I’m happy to do this, but I insist that we explore the possibility of switching.
Here’s a variable though, my supervisor reports this data to the customer, we’re contractors. Our customer has a few in-house IT guys….if they get wind of this, it won’t look good.
There’s more to this story you’re missing, this is just the most “smh” of all of them.
libertyprivate@reddit
This is the way.
moojitoo@reddit
I'm trying to picture this interaction as literally as it's being suggested. It makes me think this is one side of a three sided story.
Boulang@reddit (OP)
There’s more to this story, most of it shenanigans.
One thing they don’t like is that I try to be proactive, which usually means more work. Honestly I’m not even known as a super hard worker…but basic things like maintenance and inventory, it’s in our own interest to keep track of the customer’s equipment that entrusted to operate/maintain etc.
On Monday it will be a slow day, customer will be at home, but since we’re contractors, we’ll be on site. I will be doing inventory and maintenance/repairs that’s overdue, I asked for help, I’ll even be bringing in breakfast from a good local place, but they’re not interested. They’ll probably sit around watching YouTube all day.
It sounds like there’s a some animosity, and there is, but I believe these are good guys. They’re my friends, but certain things they clown me on. They have no mentor. Our shop is autonomous, but I can see where if not for some effort I’ve put in that things would have epically failed multiple times over. I try to convince these guys that there’s more to “work” than just taking orders, you have to take some initiative, we should anticipate the customer’s needs. They’re just not interested. Tbh, I do it for selfish reasons. This job pays very generously, and I refuse to lose it.
Daphoid@reddit
People that refuse to learn a tool, then claim it sucks and use an office app instead, are users, not sysadmins.
Helpjuice@reddit
Automate this mess, makes no sense to manually transribe anything that is in remedy when everything from it can be fullly automated.
Boulang@reddit (OP)
I agree….theyre doing this the hardest way possible, the only way it could get harder is if they were doing it with pen and paper
Kahless_2K@reddit
Ya'll need Python in your life.
Evil_K9@reddit
I've written both a PowerShell module and Python module (extension for remedy_py) to interact with the Remedy API. Either could automate this easily. PM me if you're interested.
Boulang@reddit (OP)
Thanks for the offer, I have very little experience with powershell. The only thing I’ve ever written are Sendkeys VBS scripts
I’ll watch some YT videos and read about what you’ve mentioned, I think there’s some permissions and policy’s in place that would prevent me from using what you’ve created.
We’re years away from automating, maybe I can use time as a tech to prepare for implementing these changes if I’m ever promoted….but then again, sitting in meetings doesn’t sound very fun.
KiNgPiN8T3@reddit
Reminds me of a job where we had to do the following every week: 1). Email a list of the things you are going to work on this week to a group of managers. 2). Join a call with the entire European team to regurgitate the list you sent to the managers, to them. 3). Do those things 4). Email the list of things that you actually managed to complete to the same list of managers from the beginning of the week. 5). Fill out a spreadsheet outlining all those things including times.
It was a fun time.
chedstrom@reddit
They sounds like they are in their 50s with that attitude.
Boulang@reddit (OP)
Millennials
JamieTenacity@reddit
My first job was in an Accounting department. I was surprised and confused when I discovered that few of my colleagues were good at maths.
When I got my first job in IT I was surprised and confused when I discovered that few of my colleagues were good at using computers to be more productive.
A while after getting my first job in Service Management I finally came to accept that the vast majority of humans are disappointing, lazy and don’t like change - especially when a younger person thinks they have a good idea.
Let them do it their way. Focus on making your own work more effective and efficient.
Boulang@reddit (OP)
Thank you for the advice, keeping a positive attitude really keeps the job fun. Which it is, I love this job.
JamieTenacity@reddit
This the way.
I used to try improving everything, everywhere. It took me too long to figure out that I needed to improve who I was and what I could do, and stop worrying about everything and everyone else.
Eventually you get enough demonstrable experience that people start asking you for help. They’re usually not open to it until then.
ggbookworm@reddit
I'm so sorry that you have to use Remedy. It's a boil on the butt of humanity.
Boulang@reddit (OP)
What’s a better alternative? There was once a dreamer here (up in contract management) who wanted to switch, but he doesn’t work here anymore.
The possibility of switching was discussed at one point, but I’ve never used anything else, so have no opinion
ninjaluvr@reddit
That's unfortunate. We actively seek to reduce toil. Sounds like you all actively seek to create it.
WhiskyTequilaFinance@reddit
I once got handed a process to review wherein a human being was copying and pasting, cell by cell, the email sender, recipient, all cc'd emails, the subject line and body of each message. Individually. For each message.
Which is bad enough if it were a human recording actual real emails, but the email box they were monitoring was simply a tracking queue that got copied on tens of thousands of marketing emails a month. This was literally how they tracked those marketing campaigns.
sharpied79@reddit
Is Remedy still a thing? I remember using it back in 2000...
Boulang@reddit (OP)
Yep, i don’t mind it, but haven’t used anything else since starting IT support 12 years ago
AttorneyCertain4830@reddit
Your Manager need to learn how to automate export to Excel.
Boulang@reddit (OP)
Yes, I’m looking at this from a different perspective….i don’t want to keep doing this a year from now
Recent_Carpenter8644@reddit
Manually transcribe? Are you at least allowed to copy and paste?
I'd just do it your way. If they're happy doing it their way, let them, and maybe they'll get tired of it. Ranting will just get people's backs up. Also, there might be more to this than you realise.
Boulang@reddit (OP)
Can’t copy and paste, we have multiple networks, and remedy on each of them. Transferring is possible, and easy though.
Certainly faster and easier than manually typing cell by cell everyday for each ticket…they do it for every ticket, ones we submit, ones we resolve, etc.
peteybombay@reddit
Bypassing the entire point of a centralized ticket system? Yes, they are idiots...big ones.