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We had a situation where we had to use monitoring software to try to catch a very random issue that we suspected was user error, but the user was very obstinate

by ddmf 3y ago

We had a situation where we had to use monitoring software to try to catch a very random issue that we suspected was user error, but the user was very obstinate it was a system error. The software we found, the "features" are abhorrent in my opinion - the screen recording was what we purchased for, and we disabled everything else. Thing is, we've discussed this with the specific employee involved and shown them exactly what we can see, and exactly what we can't see. Informed them that only I can see the data and will only use it when that specific problem is reported. Watching seems to have reduced the incidence of the error, it was happening once or twice every 3 weeks, but it's not happened within the past 7 weeks at all. It's "saved" us about 5k so far, so I can see why it's attractive.

ZephyrBlu 3y ago
An employee was making a mistake that was costing the company thousands of dollars, and was insistent it was a system error not their fault? I'm really curious about what they were doing now, and why they would blame it on system error.
- pc86 3y ago
  It's possible they do believe it's a system error, but now that there's new monitoring in place, they're being very careful about that part of their job. Or perhaps it was a conflict with some personal software that they uninstalled after hearing about the new debugging/monitoring.
- ddmf 3y ago
  We have a print job "triplicator" that I wrote about 12 years back to replicate three part dot matrix paper on a laser/mfp. The employee works at a branch office that used to have a really good connection but now has an awful 50/12 adsl link. They connect to our remote desktop server to our accounting software - create a proof of delivery that is printed via the triplicator to their local mfp machine which can take a moment to actually print. When we moved from the 100mbps mpls link to the crap adsl there were some issues with printing the delivery notes, which we had to work around, but this is now recorded in people's memories as an ongoing issue - which it's not. So, the issue is they believe they've processed the delivery notes and printed them, but they never appear. We can prove they've not been processed or printed due to database entries and logs, but the employee is adamant she's done them, and she's a great employee bar this one thing so hr and her manager don't push back.

by ddmf 3y ago

ZephyrBlu 3y ago

An employee was making a mistake that was costing the company thousands of dollars, and was insistent it was a system error not their fault? I'm really curious about what they were doing now, and why they would blame it on system error.

pc86 3y ago
It's possible they do believe it's a system error, but now that there's new monitoring in place, they're being very careful about that part of their job. Or perhaps it was a conflict with some personal software that they uninstalled after hearing about the new debugging/monitoring.
ddmf 3y ago
We have a print job "triplicator" that I wrote about 12 years back to replicate three part dot matrix paper on a laser/mfp. The employee works at a branch office that used to have a really good connection but now has an awful 50/12 adsl link. They connect to our remote desktop server to our accounting software - create a proof of delivery that is printed via the triplicator to their local mfp machine which can take a moment to actually print. When we moved from the 100mbps mpls link to the crap adsl there were some issues with printing the delivery notes, which we had to work around, but this is now recorded in people's memories as an ongoing issue - which it's not. So, the issue is they believe they've processed the delivery notes and printed them, but they never appear. We can prove they've not been processed or printed due to database entries and logs, but the employee is adamant she's done them, and she's a great employee bar this one thing so hr and her manager don't push back.