Unfiltered Story #281228
*I work IT for a retail company. Because of things going on, our stores have been shut down but we’ve started reopening as local guidelines allow for each store. We knew that people coming back would have to have resets since almost every password would have expired, but really, I get these types of calls all the time.*
User: I need a password reset for my sign on
Me: What are you signing onto? The computer itself? [Selling application]?
User: I just need my password
Me: I understand that, but I need to know which system you’re signing onto in order to make sure I reset the correct one
User: I have no idea what it’s called, but I have to sign onto the system
Me: So, you’re signing onto the computer?
User: I process returns, so I need to sign onto the system to process the returns
Me: Ok, so is it [Returns application]?
User: I just need a password!
Me: I understand that, but I need to know *which* password.
User: I need to sign into get my email
Me: Ok, I can get that one. Before I reset it though, do you know the password for [SSO application]?
User: Yes, but that’s not what I’m looking for
Me: You said you were trying to sign onto the computer, right? Trying to get to your email
User: Yes, but that’s not [SSO application]
Me: Yes it is; those systems talk to each other so they have the same password
User: No they don’t!
Me: Yes, they do
User: I have different passwords for both of those! My [SSO application] password is different!
Me: Can you please try it for me?
User: Fine *huffs off for a second* That worked. But why is it working? I have different passwords
Me: The two systems talk to each other
User: Fine. Will that get me into what I need to do?
Me: Well, you said you were signing onto the computer, so as long as you’re using any computer on the [Company] network, you can sign in with those credentials.
User: But will it let me sign into my system?
Me: Yes, you’ll be able to sign onto the computer
User: Well what about everything else I need to do?
Me: Is there another system you’re having trouble with?
User: I can’t sign onto my computer
Me: You’ll want to use the credentials you just used to sign onto this computer
User: But what about the rest of my programs?
Me: Which program are you having trouble with?
User: I don’t know
Me: Ok, I need to know which system. Is it *lists the main systems I know users use*?
User: I don’t know what it’s called but I can’t sign in
Me: Without knowing which system, I can’t get you a password because I don’t want to reset the wrong one
User: Ugh, fine! I’ll go get the name from my manager and then we’ll call back!
*I get that they’ve been gone and several people will have forgotten their passwords. But how do you forget which system it is, if you were just trying to sign onto it?*
