When Skype was still in common use, this was a very known issue. I’m in lots of gaming communities, and you had to be careful about who knew your username because you could have your IP exposed then get DDoS.

Possibly they patched it and this is a new instance of this, but it was like this for years and years before.

Veeam backup and replication at home and at work. At home a copy goes to a NAS, another copy goes to backblaze b2 currently.

Veeam backup and replication at home and at work.

It is pretty typical in my experience for tier 1 to take a ticket and escalate.

The first step in improving it with most organizations I’m at is helping get better information from tier 1.

Once you put a form and policy in place you can go from the first example to the second which is very helpful. If the ticket templates can be pre-populated depending on the type of ticket for those tier 1 workers, you can also bake in troubleshooting for some of the common issues. If the issue isn’t well understood and requires out of the box troubleshooting, I don’t expect them to be able to deal with it.

Original ticket: Ticket#23232 User states they cannot access Z drive. Reboot no avail.

New ticket once we have a policy and form: Ticket#23232 Desktops --> Drive Access --> Existing access issue

File path: User is attempting to access //company/hr/forms Username: user.name Hostname: hr-3423423-lt Can they access other shared drives?: Yes Are they in the proper group? (See KB2332 to confirm) Error message: error.png Confirm file path is being entered or mapped correctly(y/n): Y Rebooted system(y/n): Y Account locked(y/n): N Account expired(y/n): N Confirmed VPN connection(y/n) etc etc