Error when opening emails from public folders - Outlook Web Office 365
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@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.
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@Dashrender 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:
@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?
Exactly. Issue is NOT resolved. Issue isn't even completely admitted to yet. You close tickets when they are resolved, not when you give up and refuse to do your job.
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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:
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.
Nope, it does NOT close the ticket. Not at all. I'm not sure what you are picturing, but that's not what reassigning means to anyone and isn't what happens with the ticket.
We reassign tickets all day, every day. Nothing gets closed.
This ticket has already be reassigned many times as it moved from L1 support in India to engineering in the US, for example.
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@Dashrender said in Error when opening emails from public folders - Outlook Web Office 365:
@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.
Also, why is everyone saying T1 tech? This is already a maxed out ticket having long ago left T1.
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Just to chip in on it, I have confirmed with our users the emails are once again accessible via Outlook Web for them. So I did tell the t2 escalation engineer he could close the ticket.
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Now, we are getting reports from many of our own users that things are getting resolved.
However, not from the person who opened the ticket to us yet, so even our ticket for the issue (and this thread) are "open". There is more tracking in both our tickets and in ML of MS' failures than MS tracks themselves. Doesn't that alone tell us how much MS is trying to falsify the data by closing early before there is a resolution?
When they report on this in the media, they will used those closed tickets as "evidence" of the issue having been resolved earlier than it really is.
