Category: Work

  • Fixed! But Not! Then Really Fixed!

    It’s been that kind of week. I can demonstrate by detailing my most successful support ticket so far. Note that it’s halfway through Thursday by this point, and this is the highlight by far:

    Tuesday: Ticket assigned. Contacted software vendor, found that the IP address they were given to configure their firewall rule for our client was off… by two entire quads. The first and third quads in the IP address were correct, the second and fourth weren’t even close. Gave the vendor the correct address, told them to contact me if problems persisted.

    Wednesday: No contact from client or vendor. Good!

    Thursday: Mid-morning, decided to close the ticket. Not five minutes later, the vendor emailed to say that they’re still getting the same error. Cue facepalm. Figured out the permissions needed for the user to run the program & save files successfully (note that up to this point, we were never given or shown the actual error message), used a command line utility to remedy, problem solved, client’s happy. Closed ticket for the second time this morning.

    Everything else I’ve worked on this week has gone much worse. And the less said about unresponsive product vendors who can’t read what we put into the ticket updates, the better. Grr.

    Is it the weekend, yet?

  • On A Scale Of C To C

    It’s possible that I’m a bit of a weirdo.

    My boss asked me to “make it so” (on a Kaseya module purchase, if you’re curious) and I did so.

    I then pointed out that I have as yet been unable to make it la, ti or do, and that we may need to look into renewal pricing for do, re, mi and fa.

  • A Duck In Vegas, Day Three

    I apologize for not getting this out yesterday, but I was running on such little sleep that trying to type coherent sentences was quite beyond me. I’m not sure that anything’s changed today, mind you. If I wait any longer, however, this will never get written…

    (Also, the LJ crossposting plugin ate Monday’s post. It’s there now, you may just have to dig back through your f’list to find it if you’re reading this via that service.)

    The final day of Kaseya Connect posed a small dilemma for me. Checkout of the hotel needed completion by noon, but sessions and meals were scheduled the entire time from 8:30am to 4:00pm, and none of the morning sessions were of the sort I could justify skipping. So, I packed up Tuesday morning and checked out, keeping only the Nook Color and my phone with me.

    Have I mentioned that with last Monday’s software upgrade, the Nook Color became quite the little nearly-an-Android-tablet device? It has email, web browsing, and some apps now in addition to being a fairly decent little e-reader. I’m quite pleased.

    At any rate. The Four Seasons gladly took my suitcase and gave me a claim ticket, and I headed out for the last day’s worth of sessions. Breakfast wasn’t much to speak of, yet again. (Monday’s involved “breakfast burritos” that were all egg and scallops and almost no bacon or cheese. Tuesday’s involved some kind of egg-and-red-pepper sandwiches. Thanks but no thanks, eh?) The keynote speech for the day involved a lot of business philosophy that sailed clear over my tired little brain, but the actual sessions on Tuesday were generally useful.

    The only “business track” session I attended all week was that of the Malwarebytes crew, because hearing their story interested me greatly. Turns out that the guy behind ComboFix is one of their crew, which makes me wonder why they don’t just fold some of that functionality into the main product, but whatever works. I’m certainly not clever enough to justify questioning their judgment there.

    Knowing that I’d be at an airport for hours on end without means to get a decent meal, when lunch came I sort of doubled up: I ate lunch (those turkey/stuffing/cranberry-sauce sliders were divine) and followed it up with “dinner” (another slider for the road, essentially).

    4pm finally arrived, I acquired my luggage and caught the next shuttle back to the airport, where I read part of a book until the Nook’s battery indicator finally started to gripe at me. I picked up a souvenir, listened to music, caught a plane home (same row as on the trip down, but on the starboard-side window seat instead of the port-side seat… I sat on the east-facing side of the plane each direction), made it home safely and collapsed into bed at midnight after only the most brief of systems checks.

    And that, boys and girls, is the sordid and fascinating tale of my first trip to Vegas, my first Kaseya Connect conference.

  • A Duck In Vegas, Day Two

    If nothing else, I ate far better today than I did yesterday. (Did I pig out at the poolside party last night? Yes. Which mostly made up for not getting lunch at all.)

    Today featured the bulk of the Kaseya Connect conference material. Yes, there’s more tomorrow, but today we received the keynote speech and the motivational speaker (Jim Abbott, a baseball pitcher born without a right hand, quite a storyteller with a good message but not necessarily the best fit for a room full of people who don’t follow baseball, even if they’ve heard of it at all) and most of the Big Product Announcements.

    So, what’s on my shopping list?

    • Enterprise Monitoring: They ditched Zabbix (a product I generally like, but admit that the configuration is somewhat arcane) for Intellipool, a company that Kaseya acquired just for this purpose. The demo looks fantastic, and will probably obviate the need for the quirky, cumbersome Network Discovery module. (Um… whoops?)
    • Policy Management: If we can get rid of the tangled mess of templates and replace it with policies that we can apply consistently and automatically based on service-level orgs and client groups, I’ll be able to provide a far more consistent management experience. We want it, oh yes, we do.
    • Online Backup: We’re using Ahsay right now, but if Kaseya can integrate an offsite folder backup solution and let us pick our own destination, I’ll try to get the bosses to buy it. Right now, however, it’s Amazon S3 only… and we like having end-to-end control far too much to go for that.
    • Mobile Device Management: I almost skipped this presentation, but a live demo of deploying the agent to an iPhone and an Android, backing up and restoring contacts, and wiping the iPhone completely convinced me that we may have a chance at selling this to certain C-level types among our clientele.

    Meanwhile, staying in a fairly posh hotel provided some amusement. When they came in to tidy up while I was off at conference sessions, they not only made the bed and replaced the towels as I expected, they also took the time to line up and organize the little travel bottles of toiletries I’d left clustered (but upright, I’m not a total slob) on the sink. Cute, guys.

    Tomorrow morning I get to pack up, check out, get through the last day of conferences, head to the airport, check through security, wait a few hours, then finally fly home.

    I can’t wait to be home. I’ve had some fun here but after tomorrow I won’t want to travel again for a good long time…

  • A Duck In Vegas, Day One

    Years ago I became the “Kaseya Guru” where I work. So, when the opportunity came for a most-expense-paid trip to Kaseya’s annual conference, I decided to give it a whirl. New experiences broaden the mind, and there’s value to us in hobnobbing with our contacts at the company as well as chatting with other users. Great idea!

    Unfortunately, this meant flying. To Vegas. Days before payday.

    The flight itself wasn’t actually terrible, but getting out of bed at 5:30am on a Sunday is nearly against my religion. (Yes, I’m an atheist. Shut up. It’s been a long damned day.) Then there’s the security theater to get through, please take off your shoes, sir you forgot to remove your laptop from the bag, and so on. After all that, wait. The plane ride itself wasn’t terrible, as these things go. I’ll never be a fan of air travel but I can manage. Descents do bad things to my stress levels and innards, mind you.

    Let’s talk about shuttle buses and Vegas. For $6.50, you get to be hauled from the airport to your hotel… eventually. Unless you’re staying at Hooters, which was the first stop on the itinerary. I’m sure those newlyweds are in for decades of wedded bliss, you betcha. The Four Seasons? Last stop. Oh, and along the way, some guy tries to sell you on various amenities available, complete with stand-up-comedian patter. Dude, I’ve been up since oh-dark-thirty, shut up and let me get to my hotel in peace.

    And then I learn a priceless, by which I mean expensive, lesson about hotel reservations: If you don’t have a proper credit card but only a debit card, they want to “authorize a charge” amounting to possibly hundreds of dollars, in anticipation of your use of, say, the bar in your room. Great, but I don’t get paid ’til Thursday, I don’t have $300 sitting in my account right now. Even if I cleared out savings, the money wouldn’t be actually available until tomorrow. After some back-and-forth, they settled for swiping my card and going on a “cash” basis in return for my agreement not to use anything from the bar. (Like I was going to? Three bucks for a candy bar, are you mental?) Fine, great, I’m sure I’m the last person on the planet to know this. I’m sure the hotel staff are having a nice chuckle somewhere at the rube from Portland. Whatever.

    Of course, right now I’m craving a candy bar, or pretty much anything at all. See, I didn’t buy any food on the plane, breakfast was at 6:30 this morning, and as I write this nearly 12 hours later I don’t expect to be provided dinner for at least another 90 minutes.

    At least the two hours of “pre-conference” material was interesting, consisting of a Q&A session with various technical types. Good stuff. Now, can I eat something, please?

  • Here, let me make that better for you. Click.

    Here’s the sort of call I love to get while at work.

    Client calls in, says that a key software vendor wants to upgrade software on a particular server but they need another few hundred megabytes of free space on the OS partition to get it up to 2 full gigabytes. It’s a relatively small OS partition by today’s standards, only about 18GB. Client wants to know if we can help find a way to eke out this chunk of additional hard disk real estate somehow.

    Let’s see. I have a script to clean the SoftwareDistribution directory (Windows Update stores downloaded patches here), I have a script to run MSIZAP (to get rid of obsolete Installers content), I have a script to clean the main Windows as well as user profile Temp directories…

    …what’s that? You have 3.5 gigabytes of free space now? You’re welcome, sir. Have a wonderful day.

    This sort of thing is why I love working with Kaseya. Several times per day I get to go from “worried client” to “happy client” with no more than a dozen clicks of the mouse.

    Please disregard any reports you may hear involving maniacal mad-scientist laughter emanating from the general vicinity of my office.