Kevin stumbled on one of the more frustrating “rookie mistakes” that we all make from time to time. Not documenting stuff!
I’ve stumbled on this one myself a few times recently, mistakenly thinking that a problem was a one-time thing and not writing down, and sharing with the other tech support folks, exactly what I had done to fix the problem. In one recent case I had even entered it in the helpdesk software but it was an incomplete description of exactly what I had done and turned out to be of little use when the issue cropped up again. The software doesn’t help as much as it should if we don’t enter enough details to walk through the problem the next time.
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