Error when opening emails from public folders - Outlook Web Office 365
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
Imagine if your MSP closed your tickets simply because they had assigned the ticket to the wrong person, refused to escalate to someone competent, and just closed it without a resolution.
If that MSP pointed me to the fix and said that a patch is being released to address the issue. I would see no issue with them closing the ticket.
What good does it do to have the ticket still open? You as an O365 admin can see the status of the patch rollout and thus can keep tabs on it.
It only causes the tech issues because they are evaluated based on timeliness ticket support. Keeping a ticket open for weeks or months because someone higher in the food chain who is pushing a fix out is dragging ass is bad on your part because you're specifically and purposefully dragging their metrics down.
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Imagine if you were evaluated based on the timeliness and efficiency with which tickets are opened, responded, and closed. And your pay and performance reviews were based on this.
One ticket that is solved but forced to be left open by the customer, would drag the entire curve down. Because the customer just wants someone to yell at. For things that aren't in their control and are actively being resolved by higher ups.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
Why does that matter?
You're skewing that this tech is the person to fix the issue by stating that the tech wants to close the issue without having a fix.
Yet clearly there is a fix and the issue is above this tech's head to get addressed.
I skewed NOTHING. I gave the official Microsoft response from the ticket, word for word. I quoted the actual Microsoft response to us, nothing more, nothing less. The thing you posted is known to have been falsified and is for an issue that they claim did not exist until weeks after this thread was opened.
There is not clearly a fix. MS has been lying for weeks, that they claim that there is a fix now will not be a known truth until it is rolled out and tested. Right now, things are not fixed, that's the ONLY true thing we know for sure.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
Imagine if your MSP closed your tickets simply because they had assigned the ticket to the wrong person, refused to escalate to someone competent, and just closed it without a resolution.
If that MSP pointed me to the fix and said that a patch is being released to address the issue. I would see no issue with them closing the ticket.
So the MSP can just say "It's our fault, but I'm closing this ticket because we made something up and I'm telling you someone else will work on it without a ticket?"
You are SERIOUSLY okay with your MSP simply closing tickets before any resolution? Do you do this to your users, close tickets before you even try to solve things? What's the purpose of your tickets?
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
Why does that matter?
You're skewing that this tech is the person to fix the issue by stating that the tech wants to close the issue without having a fix.
Yet clearly there is a fix and the issue is above this tech's head to get addressed.
I skewed NOTHING. I gave the official Microsoft response from the ticket, word for word. I quoted the actual Microsoft response to us, nothing more, nothing less. The thing you posted is known to have been falsified and is for an issue that they claim did not exist until weeks after this thread was opened.
There is not clearly a fix. MS has been lying for weeks, that they claim that there is a fix now will not be a known truth until it is rolled out and tested. Right now, things are not fixed, that's the ONLY true thing we know for sure.
Uh huh.
The only known thing is that your environment may not have received this update. Not that there isn't a fix. You're making the claim that "well we're still seeing this issue, therefore nothing has been fixed". Which while true, it likely just means your environment where O365 is run hasn't been patched.
And that you are skewing the response to mean that Microsoft hasn't done their job. That this tech hasn't done their job and that Microsoft is out just lying to everyone about everything.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
What good does it do to have the ticket still open? You as an O365 admin can see the status of the patch rollout and thus can keep tabs on it.
I CANNOT track MY issue status, that's the purpose of the ticket. I CANNOT report if my issue gets resolved (but it appears that it has) - more false information for MS to claim things have been resolve when they have not.
The O365 information is inaccurate, so it is NOT showing me accurate status. It's there to fool people, NOT to show my status.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
Imagine if your MSP closed your tickets simply because they had assigned the ticket to the wrong person, refused to escalate to someone competent, and just closed it without a resolution.
If that MSP pointed me to the fix and said that a patch is being released to address the issue. I would see no issue with them closing the ticket.
So the MSP can just say "It's our fault, but I'm closing this ticket because we made something up and I'm telling you someone else will work on it without a ticket?"
If the MSP said, "Hey, the platform team has a patch that is being rolled out, you can check the status [here](link url) and if the issue isn't resolved by ETA then please reopen the ticket. "
Yeah I'd have ZERO issues with that.
Because the T1 tech's job is to get details, report what infrastructure might be broken and let the higher ups find and fix the issue.
You know very well that the tech you're speaking with from India or wherever isn't the tech that is fixing the issue.
You are SERIOUSLY okay with your MSP simply closing tickets before any resolution? Do you do this to your users, close tickets before you even try to solve things? What's the purpose of your tickets?
Yes, because there is a stated resolution. And absolutely nothing stated in what the tech has emailed you says "don't reopen this ticket, cause I don't want to hear from you".
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
What good does it do to have the ticket still open? You as an O365 admin can see the status of the patch rollout and thus can keep tabs on it.
I CANNOT track MY issue status, that's the purpose of the ticket. I CANNOT report if my issue gets resolved (but it appears that it has) - more false information for MS to claim things have been resolve when they have not.
The O365 information is inaccurate, so it is NOT showing me accurate status. It's there to fool people, NOT to show my status.
Yes you can. Look in the O365 portal. Are you getting minute to minute updates? No of course not. Neither would their T1 tech.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
Latest update... still not fixed, but MS wants to close the ticket even without any resolution!
As per our last conversation, we got confirmed that the issue which you are facing is an ongoing issue with Microsoft.
Also Microsoft is already aware of the issue and has issued the information in the Admin center->Service health and you can check the update for the same on the portal.
Since we don’t have any ETA when this would resolved please let me know whether we can proceed with closure of this ticket to maintain the case hygiene and you can also reply us on email if any assistance needed.
I love this BS - they have a metric to meet, so they want to close the case, even though it's not fixed.
I have to deal with that this morning for my EHR. -
@Dashrender do you agree that the T1 tech should be allowed the close the case or not? Your answer is inconclusive.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
Why does that matter?
You're skewing that this tech is the person to fix the issue by stating that the tech wants to close the issue without having a fix.
Yet clearly there is a fix and the issue is above this tech's head to get addressed.
I skewed NOTHING. I gave the official Microsoft response from the ticket, word for word. I quoted the actual Microsoft response to us, nothing more, nothing less. The thing you posted is known to have been falsified and is for an issue that they claim did not exist until weeks after this thread was opened.
There is not clearly a fix. MS has been lying for weeks, that they claim that there is a fix now will not be a known truth until it is rolled out and tested. Right now, things are not fixed, that's the ONLY true thing we know for sure.
Uh huh.
The only known thing is that your environment may not have received this update. Not that there isn't a fix. You're making the claim that "well we're still seeing this issue, therefore nothing has been fixed". Which while true, it likely just means your environment where O365 is run hasn't been patched.
And that you are skewing the response to mean that Microsoft hasn't done their job. That this tech hasn't done their job and that Microsoft is out just lying to everyone about everything.
The problem I have with Dustin's response is that the ticket should not longer be assigned to this level one tech.. instead the ticket should be assigned to whatever team is doing the updating. Because until MY shit is fixed.. the ticket is NOT resolved. period. It's literally that simple. Why close my ticket when MY problem is not fixed?
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@Dashrender do you agree that the T1 tech should be allowed the close the case or not? Your answer is inconclusive.
The ticket should be moved to the person responsible for fixing the problem. While I agree that a T1 tech shouldn't be penalized for something he can't fix, there has to be a mechanism to hold the proper party to account. He's stuck in a situation that's known to be bad, and that Microsoft either won't or can't fix.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@Dashrender do you agree that the T1 tech should be allowed the close the case or not? Your answer is inconclusive.
Hell no he shouldn't close the ticket - he should forward the ticket onto whomever is working on it. Then the T1 gets credit for it no longer being his responsibility. and the responsible party now has a ticket to account for.
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@travisdh1 said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@Dashrender do you agree that the T1 tech should be allowed the close the case or not? Your answer is inconclusive.
The ticket should be moved to the person responsible for fixing the problem. While I agree that a T1 tech shouldn't be penalized for something he can't fix, there has to be a mechanism to hold the proper party to account. He's stuck in a situation that's known to be bad, and that Microsoft either won't or can't fix.
Exactly - if the T1 tech can't push the ticket off onto the actual responsible party - they that company just has a bad and nearly useless ticketing system.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
Why does that matter?
You're skewing that this tech is the person to fix the issue by stating that the tech wants to close the issue without having a fix.
Yet clearly there is a fix and the issue is above this tech's head to get addressed.
I skewed NOTHING. I gave the official Microsoft response from the ticket, word for word. I quoted the actual Microsoft response to us, nothing more, nothing less. The thing you posted is known to have been falsified and is for an issue that they claim did not exist until weeks after this thread was opened.
There is not clearly a fix. MS has been lying for weeks, that they claim that there is a fix now will not be a known truth until it is rolled out and tested. Right now, things are not fixed, that's the ONLY true thing we know for sure.
Uh huh.
The only known thing is that your environment may not have received this update. Not that there isn't a fix. You're making the claim that "well we're still seeing this issue, therefore nothing has been fixed". Which while true, it likely just means your environment where O365 is run hasn't been patched.
And that you are skewing the response to mean that Microsoft hasn't done their job. That this tech hasn't done their job and that Microsoft is out just lying to everyone about everything.
You are totally going from something that is known to be lied about, and then assuming something else said to make them look good isn't a lie. That's completely illogical.
What is making you believe someone about one thing, in the midst of lying about two others?
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While I would agree that escalating the ticket to the responsible party would be the thing to do.
That is the same thing as the T1 tech closing the ticket for his queue.
Assigning it to someone higher up achieves the same exact thing.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
You know very well that the tech you're speaking with from India or wherever isn't the tech that is fixing the issue.
This was escalated to the US weeks ago, to the highest level we could get. And they just threw up their hands and gave up.
And regardless, they have no right to try to pretend the issue was resolved and does not need to be tracked.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
While I would agree that escalating the ticket to the responsible party would be the thing to do.
That is the same thing as the T1 tech closing the ticket for his queue.
Assigning it to someone higher up achieves the same exact thing.
Not even CLOSE to being the same thing. One shows a continuous, unresolved issue. One claims that the issue has already been resolved. Polar opposites.
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@travisdh1 said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@Dashrender do you agree that the T1 tech should be allowed the close the case or not? Your answer is inconclusive.
The ticket should be moved to the person responsible for fixing the problem. While I agree that a T1 tech shouldn't be penalized for something he can't fix, there has to be a mechanism to hold the proper party to account. He's stuck in a situation that's known to be bad, and that Microsoft either won't or can't fix.
Exactly. Because they didn't move this ticket to the person claiming that they had a fix being rolled out is just announcing to us that that fix was a lie and there is no one to whom to assign this.
They are closing this because they want to claim that no issue exists. That's what they did initially. Already, this ticket is "older" than what they claim is the time frame of the issue. So of course they want it closed, it's evidence.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
While I would agree that escalating the ticket to the responsible party would be the thing to do.
That is the same thing as the T1 tech closing the ticket for his queue.
Assigning it to someone higher up achieves the same exact thing.
Not even CLOSE to being the same thing. One shows a continuous, unresolved issue. One claims that the issue has already been resolved. Polar opposites.
It is too the same. As it closes the ticket from. T1 queue by assignment to the next guy up the line.
