OTRS hint and trick

More internet research!

We use the OTRS open source ticket system to manage IT projects including help desk requests. Today a tech put in the wrong amount of time. Instead of 0.50 hours, it was entered as 50 hours. How to change it? There's no place to correct that time. Any additional comments add to that time rather than editing it.

http://lists.otrs.org/pipermail/otrs/2010-October/033600.html

There's the solution! Enter a new note or comments with a negative time.

For example, with it reporting 50 hours, enter a ticket with the time as -49.5. It will do the math and report the time as 0.50.

Problem solved.

Lists

1. I love my family. I love that as we get older we have much more in common than we did as children. I love that my parents will drive from the Bay Area to Redding just to see me, Peter and any brothers that show up.

2. It's amazing how one day can change how I feel about my job. I really enjoy it.

3. I don't have much to say, can't seem to make it very far into this list for now.

Management Memes

I love when my boss brings up interesting articles in team meetings. A few weeks ago it was a very dry NIST article on patch management which has lead to a huge project. This week she brought up an article that revealed 10 things your boss hates about you.

1. Lateness/absenteeism
2. Lack of initiative
3. Too much initiative
4. Bitching and whining
5. Disloyalty
6. Lack of passion or interest
7. Trying to be their best friend
8. Petty lying
9. Childishness
10. Wanting their job

I'm trying to not read too much into it.

In other news, more proof that dogs are far superior to cats.

"I'm sorry Dave, I'm afraid I can't do that."

I think I have a cursed PC. I had this PC. It was one of the first Lenovo’s we received. I stopped using it when I moved to Vista but held on to it. A few months ago I gave it to a contractor to use since I was short on hardware. He lasted two weeks.

I then upgraded this other contractor since she had +5 year old computer. She lasted 1 month.

I have to be careful who gets it next. I think it’s mad that I’m no longer using it.

No, it's not a portal to Narnia

An IT closet is one of the most mysterious rooms in any office building. I have a little closet in which I store my shiny technology. Every time I block the door open to work in there, it's about 45 seconds until I see someone sticking their head in.

Sorry, kids. It's not that exciting. I don't have gold plated keyboards or laptop computers that plug right into your brain. It really is where CRT monitors, computer, keyboards and mice go to die.

Old computers. Some don't even have onboard video. Most are 866MHz - 1.4GB,

256-512MB Ram

A call center goes through keyboards like you wouldn't believe.

From Blogger Pictures

So many keyboards

From Blogger Pictures

Organized Caos

One of the many things I love about my family is their grasp of language. Many of them speak at least two languages. Conversation is fast paced and interesting. I love how they express themselves.

Then I go in to work.

Here is an email exchange I had today with a Customer Service Representative (CSR), edited for read-ability:

Me: I have a request to replace your monitor. Please let me know when you are available for about 5 minutes to have this done. I can do it while you are on a break, if that is more convenient.

CSR: Yes I'll be here. My break is until 2:45

(Now I know that they don't get 90 minute breaks/lunches)

Me: So you're available now? Or are you available at 2:45?

CSR: Yes!

Uggh. I want Thumbs!

Thank you all for being awesome writers. You're an oasis in this world.