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Comment Re:What? (Score 2) 131

well-said. wish i had some mod pts to give you. looks like you're in the ideal position to comment on this issue.

One thing I haven't seen addressed here is the possibility of combining tickets. I've worked help desks in several places before and used different ticket tracking systems. Most of them had the ability to take automated entries, either generated via a service desk web page or just from sending an email to the service@ address. Obviously the heuristics of filing/assigning the ticket were poor with the email route, but the online ones usually work pretty good.

The customer gets to enter in a brief description of the problem, then the form attempts to auto fill the fields. The user then has the opportunity to correct fields that were incorrectly selected.

In the end none of these systems combined tickets (that's tough for a compiuter to do) but they always sent the user a link they could click on to check ticket status. Only about 15% of users actually took advantage of this, but if you get someone that's getting upset over our response time, sitting down with them for a few minutes and training them on it (really doesn't require training, more of a hand-hold) that usually calms them right down. "no your request wasn't thrown away, yes we are still aware of the problem, no it hasn't been fixed yet, yes the right person has been informed, yes you will hear back from us when it's resolved."

Combining tickets was always a manual process. One place when I started I had over 100 tickets in the system, many of which were months old. Users would just enter a new ticket every few weeks (or days!) if they didn't physically see a problem get fixed. (did not check ticket status, maybe it can't be fixed, or we need more information than "it doesn't WORK!", etc) I spent the first few days simply combing over the list repeatedly, combining entries. Some tickets were in the system as many as 13 times, by three people. That makes the tickets a lot more manageable. It also has the effect of letting you know how many people a problem is affecting.

One improvement I didn't see was the ability for a user to look in the ticket system, FIND an open ticket for the problem they were having, and allow them to either (A) add notes, or (B) click a "ME TOO" button to add a counter to let the staff know it was affecting more people and should get higher priority. But given the average user's low ambition to even look at the status of their own tickets, sadly, this very useful feature would probably be very difficult to get into any reasonably high usage. People would much rather take the laziest approach and fire off a 20 second email, than fill out a 2 minute form, or do a 5 minute search. So it usually comes back to me to merge tickets and dedup.

IMAGINE THIS: big pothole opens up in front of your apartment, right outside the entrance to the lot. You put in a ticket. It's a residential low traffic street so it has low priority. Week or two goes by. OK... print out a note and stick it on the mailbox panel inside the apartment, "want that pothole out front fixed? go to and look up ticket #12345. Click the "ME TOO" button. If we all click that, it'll be fixed fast!" A week goes by, and five other tennants click ME TOO. The priority on that pothole goes from 1/10 to 6/10 due to having 6 complaints on it. Street department has it filled in two days later.

That's how it's supposed to work.

Comment looking for snakes (Score 1) 106

Reading the linked list of "company policies", I found a few snakes in the grass. Before anyone jumps and yells "You can't draw conclusions just because they're being vauge!"... YES I can, yes I will, and yes I should. These are major company policy announcements and an opportunity to add significant value to a company's products. If they're being vague here, they're hiding something or they are profoundly stupid. BOTH are good reasons not to do business with them.

Adobe has not built 'backdoors' for any governmentâ"foreign or domesticâ"into our products or services.

And thank you very much for that. Although you really don't have that much data on me or any of my information...

we oppose legislation mandating or prohibiting security or encryption technologies that would have the effect of weakening the security of products, systems, or services our customers use, whether they be individual consumers or business customers.

Um.... why didn't you have anything to say about whether or not you have back doors? Oh, probably something to do with that gag order. ok then.

We also refuse to add a backdoor into any of our products because that undermines the protections weâ(TM)ve built in. And we can't unlock your device for anyone because you hold the key â" your unique password. We're committed to using powerful encryption because you should know the data on your device and the information you share with others is protected.

YEAH! That's how you do it. The article author loved that response.

Well said, just what I wanted to hear from you. You're only doing what you legally have to, and aren't just forking my data over to anyone that flashes a badge.

Governments should never install backdoors into online services or compromise infrastructure to obtain user data. We'll continue to work to protect our systems and to change laws to make it clear that this type of activity is illegal.

In other words, we've already given in to the government and have installed back doors, but we're trying to find a legal way to get rid of them.

As we have said before, there are times when law enforcement authorities need to access data to protect the public. However, that access should be governed by the rule of law, and not by mandating backdoors or weakening the security of our products and services used by millions of law-abiding customers. This should concern all of us.

Ditto. We're already doing it to you, but trust us, we don't like doing it, and neither should you.

Pinterest opposes compelled back doors and supports reforms to limit bulk surveillance requests.

Are we seeing a trend yet?

Slack opposes government-mandated âoeback-doorsâ of any kind but particularly a government-mandated requirement that would compromise data security.

Yes we've heard that from several of you now. I'd really rather hear about your actions than your words.

Privacy and security are core values here at Snapchat and we strongly oppose any initiative that would deliberately weaken the security of our systems.

So do we. Which is why we don't want to do business with you either.

Finally, we are stating for the record our position regarding compelled inclusion of back doors, deliberate security weaknesses or disclosure of encryption keys. Sonic does not support these practices.

Um, the government doesn't care WHAT you do or don't support. They tell you do to it and you either take them to court or you say "yes, massa, right away, massa". Looks like another silver-tongued cop-out.

OK this is getting repetative. Here's the rest:


We'll fight the laws that allow them to do so,
We ... urge the U.S. government to adopt strong encryption standards to ensure the integrity of information of individuals,
We disagree with these suggestions

Yeah, we disagree, we don't like, you deserve better, yadda yadda yadda. We're getting so much lip service here Aavon is knocking on my door.

Put up or shut up. Unless they say they don't, I'm going to assume they DO. And I suggest you do the same.

Comment Re:Too little, too late (Score 1) 256

You are wrong. Intel has a fab in Ho Chi Minh and the fucking job advertisements are posted directly on Intel's career page.

Only a fool uses wikipedia instead of going straight to the source.

Or, Oh, I dunno, read on the internet where this plant has been known of FOR FIVE FUCKING YEARS

Comment Re:Too little, too late (Score 1) 256

Knowing Intel's fucking coding system like a real systems engineer.


The first Character always denotes fab plant.

0 = San Jose, Costa Rica
1 = Cavite, Philippines
3 = Costa Rica
6 = Chandler, Arizona
7 = Philippines
8 = Leixlip, Ireland
9 = Penang, Malaysia
B = Ho Chi Minh, Vietnam
L = Malaysia
Q = Malaysia
R = Manila, Philippines
Y = Leixlip, Ireland

Comment Re:Is he saying keeping tracks of inventory (Score 2) 90

"What market fluctuations, were not talking about the black market where is changes all the time but a stable legal market."

You obviously don't live in a state where marijuana has any form of legality, because the prices can be $5/g one day and $20/g the next.

You didn't hit a nerve, you proved how stupid and thoughtless you truly are.

Comment Too complicated/expensive of a solution. (Score 3, Interesting) 91

Toilets have held the answer for at least a century - float ball and fill valve. They don't require any specialized electronics, nor do they require power to run. Water levels get low enough, the float ball will trip the fill valve open and the paddy will get filled until the float ball raises up enough to close the fill valve.

"The hands that help are better far than the lips that pray." -- Robert G. Ingersoll