Every now and again, a user will call in to find out who has a file open from a network share, effectively locking everyone else out from making edits to that file. Here’s how:
- Assuming the file is on a remote server, log in to the remote serverAssuming the file is on a remote server, log in to the remote server
- Right-click the computer icon, and select “Manage computer”
- Click “Shared folders”
- Choose “Open files”
From there, simply find the file in question. You do this by right-clicking the file, and selecting “Close Open File”.
Here’s the scenario: You’ve written an email, hit send, and then realized that it shouldn’t have been sent after all, for whatever reason. It may be rude, embarrassing or contain classified information. One way to go, is to issue a recall for the email in question. Here’s how:
- In Outlook, go to Sent Items
- Mark the email in question, then double-click it to open it
- In the Message tab, click
Recall This Message
Delete unread copies of this message and click
Keep in mind that this may not work; it hinges on the server accepting the recall notice.
To the front-line technician, the two most important ITIL processes are Incident and Service Request Management. These are the bread and butter of front-line work, and most tickets handled by a support desk will fall into one of these categories.
A ticket is an incident when something has gone wrong. A file may have been deleted, a system may have stopped working or simply have become slow. ITIL defines an incident as:
An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident.
Service requests are tickets where a user asks for information, access or a predefined change. A user may want advice on what system to choose, request additional permissions on the network, or want a configuration changed. ITIL defines a service request as:
A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service.
When processing tickets, it is important to not only read what the user writes, but also understand the underlying need. Something reported as an error by the user may in fact be a perfectly standard configuration change, such as claiming that the default template in Word is faulty. Though the user experiences the reported need as something being wrong, this is in fact a simple service request.
In the end of January, Dungeons & Dragons had its fortieth anniversary. This seminal RPG has become the basis for much of what we think of as tabletop RPGs, and many of the tropes and cliches associated with them come from Dungeons & Dragons. I was originally introduced to D&D when I spent a year abroad, and have loved gaming ever since. Currently in its (much criticized) fourth version, Wizards of the Coast are working on the fifth edition of D&D.
The various editions of D&D have had a profound effect on my life, and really helped me out when I was not as much of a social person as I am now. While most campaigns I have played have been basic dungeon-crawl hack-and-slash fun, they have all had one thing in common; they have provided me with a safe place to explore different sides of my personality. Also significant have been the many friends and acquaintances I have made through gaming.
RPGs are a great way to let off steam, and to spend time creating a story together. While the time afforded to old school RPGs have lessened, their impact remains, and for that I am grateful.
For many technicians, a critical incident will trigger something akin to an adrenaline response. With experience, this will give you focus and clarity of thought as the incident unfolds. However, the response can only be sustained for a limited amount of time, and once it is over, you will likely experience some tangible aftereffects.
These aftereffects will vary from person to person, and from incident to incident. In general, we can say that the stronger the response, the stronger the aftereffects. These include:
- Soreness of muscle
Why do I mention this? Forewarned is forearmed, and by knowing what aftereffects you may get, you will be better equipped to deal with them, and to lessen their effect.