Unfiltered Story #365211

(At work, I have been getting prompted every time I open Microsoft Outlook to put in my password for my account. This never happens, as employees are already logged into their computer with a username and password, and the program usually just opens automatically without a separate sign in. It’s not a huge deal, but there is obviously some issue causing the prompt, so I file a ticket and assign it to one of our IT guys, [IT guy #1], to see what’s causing it and if he can resolve it. About a day later, I get a response from [IT guy #2], with whom I have never had a problem before. This is our conversation via comments on the ticket.)

IT Guy #2: Hi, [my name]. If you give your login credentials to [IT Guy #1] he can help you out with this.

Me: What’s the best way you would suggest getting this information to him? I work night shift hours and do not see him during the day, and I certainly shouldn’t just be typing my username and password up via e-mail.

(I send this message on a Thursday night. I am off Friday and Saturday. On Sunday, I come in to the following message, which was sent on Friday while I was off.)

IT Guy #2: Yes, [my name], please e-mail your credentials to [IT Guy #1] outside of [troubleshooting program].

(I am annoyed, since I specifically indicated I should NOT be communicating this information via e-mail, and because he is advising something that goes against every security measure, ever. I don’t think my e-mails are at risk of being hacked or anything, but our security training drilled into our heads that you NEVER give a password out so casually – or indeed at all. I decide to think about it and see if I become more comfortable with this option as time goes by. I do not respond to the comment, and I do not e-mail my password to [IT Guy #1].

The next day, I come into work and check on the status of my ticket. It is now listed as “resolved,” and there is a feedback button asking about my experience. Since I know the issue is not resolved, because I still had to sign in to Outlook to even get this message, I am furious. In my feedback, I note that I was not happy with my experience because my issue has not been resolved, and that I may possibly have to file ANOTHER ticket to take care of it. In the hopes that something will get done to just have this all over with, I go ahead and send my login information to [IT Guy #1], even though I’m uncomfortable with it. Due to shift rotation changes, I am off work again Wednesday and Thursday. When I come in on Friday, I have an additional comment on my ticket.)

IT Guy #2: [My name], the reason your ticket was resolved was because we never received a response from you with your login credentials. As I mentioned in the resolution, please e-mail me this info and we can troubleshoot this issue for you.

(I am again furious. I am now essentially being blamed for inaction, despite not being at work for several days after the request, and for being cautious about communicating sensitive information in a manner that I had already noted I was not comfortable with. I reply and give [IT Guy #2] a rundown of the timeline when everything happened, when messages were sent, and why I did not send my credentials in immediately, reminding him of our security training regarding sharing passwords. I later heard, after speaking to one of my supervisors, that IT gets “graded” on how quickly they can resolve an issue, which is probably why it was “resolved” instead of giving me a reminder e-mail.

It’s Saturday, and I’m still getting the sign in prompt. At least I know to wait until IT is back in the office to expect further action.)