今天比较有闲情,向大家展示一下偶半个night的工作记录(直接从我们的聊天记录中复制过来),为了便于大家观看,偶会尽量将不同的人的话用不同的颜色标记出来...里面的时间都是我们的北京Time, 先前有些印度人,后面主要就是美国人John C. Dibello ...其中的对话,我会尽量有些注释...如果大家能看的完的话,哈哈...
为了不泄密和保护个人及公司隐私,邮件地址均略去...
顺便在PS一下,晚上的tickets不多,我们的焦点主要集中在两个高级别,P1/35080和P2/35714
9:12:25 下午:Qin Qin Qiu: Hi, All
9:13:33 下午: Rashmi R Mishra1/India/IBM: Hi
9:16:57 下午: Qin Qin Qiu: 36061 P4 //告诉他们ticket号和级别
9:17:04 下午: Rashmi R Mishra1/India/IBM: ok
9:43:43 下午: Qin Qin Qiu: 36070 P3
9:57:55 下午: :: John C. Dibello 已加入交谈。 ::
10:04:01 下午: John C. Dibello: HI, who will be sending the master ticket tracker and the unresolved p1/p2 report //他们在谈交班的东东
10:04:20 下午: Rashmi R Mishra1/India/IBM: Hi, I will be sending you
10:04:42 下午: John C. Dibello: ok, when ever your ready to review the p1/p2 report let me know //两个均为交班的东东
10:05:26 下午: Qin Qin Qiu: Now, we have 1 P1 35080 and 1 P2 35714
......//略去部分讨论邮件Server的内容
10:11:15 下午: Qin Qin Qiu: oh~~maybe you misunderstand...I mean the Notes Mail Server is unavaillable now in China..So we cannt send out shift report and the unresolved high p tickets tracking
10:12:36 下午: John C. Dibello: Rashthmi is send out those reports
10:12:40 下午: John C. Dibello: sending
10:12:45 下午: Rashmi R Mishra1/India/IBM: yes
10:13:03 下午: Rashmi R Mishra1/India/IBM: Are you ready to take over now onwards //他们已经开始交班
10:13:14 下午: John C. Dibello: yes, once I get the reprots
10:13:20 下午: John C. Dibello: reports
10:13:34 下午: John C. Dibello: I need to understand what is going on with the p1 and p2 Sr.
10:14:07 下午: Sajal Majumdar: Failed queue doesn't exist
7:24:30 PM: Parasar Das: Cause: Background Application
10:14:15 下午: Sajal Majumdar: sorry
10:14:20 下午: Sajal Majumdar: not for you
10:14:34 下午: John C. Dibello: Qin QIn is Mi Yan working on the P2 SR
10:14:50 下午: John C. Dibello: is she trying to get in touch with the user
10:15:12 下午: Sajal Majumdar: John, i would send you the Unresolved P1-P2 tracker in 20 minutes from now
10:15:13 下午: Qin Qin Qiu: It's pending now
10:15:31 下午: John C. Dibello: P1 and P2 we working until fixed
10:15:39 下午: John C. Dibello: work until fixed
10:15:49 下午: John C. Dibello: So, is Mi Yan online
10:16:01 下午: John C. Dibello: and trying to resolve this ticket //现在是只要是P1或是P2的单子,跟的都特别地紧,只要是consultant接了,如果没有resolve掉,那么麻烦就会一直有的了..不停的会接到电话,或是要求参加电话会议,惨不忍睹...
10:16:50 下午: Qin Qin Qiu: John...pls hold on
10:17:22 下午: Qin Qin Qiu: Sajal...Jong-her called and Zhou Lan hasnt received your mail
10:17:39 下午: Qin Qin Qiu: pls send again..
10:18:06 下午: Qin Qin Qiu: about 4 issue of BW //在要求印度那边的人重新发封mail给联想的人,联想的人跟单子跟的也很紧的说...
10:18:10 下午: Sajal Majumdar: ok
10:18:27 下午: Qin Qin Qiu: and the BW approve
10:18:28 下午: Qin Qin Qiu: thx
10:20:22 下午: Qin Qin Qiu: Hi, John
10:20:29 下午: John C. Dibello: HI
10:20:35 下午: Qin Qin Qiu: I checked the remedy right now...
10:20:40 下午: Sajal Majumdar: mail sent zhoulanb
10:21:10 下午: Qin Qin Qiu: 35714/P2, the resolution has sent to the user//和美国开始交涉那个P2的问题
10:21:24 下午: John C. Dibello: Have we called the user
10:21:38 下午: John C. Dibello: and are we contining to call the user
10:21:53 下午: John C. Dibello: we need to get this SR to resovled status
10:22:05 下午: Qin Qin Qiu: She is not online now
10:22:17 下午: Qin Qin Qiu: Need I call her to confirm? //开始要求我打电话了..
10:22:47 下午: John C. Dibello: yes, please......
10:22:56 下午: John C. Dibello: this ticket needs to get closed
10:23:24 下午: Qin Qin Qiu: calling
10:23:31 下午: John C. Dibello: thanks
10:24:52 下午: Rashmi R Mishra1/India/IBM: Hi John //美国和印度有开始交班的交涉
10:24:55 下午: John C. Dibello: HI
10:25:40 下午: Rashmi R Mishra1/India/IBM: I will be sending you CC Tracker List,Kindly in 20 mins
10:25:50 下午: John C. Dibello: sure, np
10:26:00 下午: Rashmi R Mishra1/India/IBM: Now you can takeover the CC
10:26:09 下午: John C. Dibello: yes, please
10:26:13 下午: Qin Qin Qiu: Hi, Sajal...She received the mail.. thx
10:26:15 下午: Rashmi R Mishra1/India/IBM: Thanks
10:26:31 下午: John C. Dibello: and can the ticket be set to resolved
10:27:42 下午: Qin Qin Qiu: Hi, John...Yan Mi said she has sent the mail to the user //向美国报告打完电话后的情况,要求他协助打在加拿大的用户
10:27:54 下午: John C. Dibello: and did she call the user
10:27:58 下午: Qin Qin Qiu: but the user is in CA...She cannt make international call
10:28:22 下午: Qin Qin Qiu: User Name: Jessica Chang
Phone Number: 416.383.2762
10:28:45 下午: Qin Qin Qiu: pls help contact the user
10:28:56 下午: John C. Dibello: ok, is CA in the United States
10:29:09 下午: John C. Dibello: CA is Canada
10:29:22 下午: Qin Qin Qiu: yes..Canada
10:29:32 下午: Qin Qin Qiu: you will call, wont you?
10:29:33 下午: John C. Dibello: I will call
10:29:57 下午: Qin Qin Qiu: thanks
10:30:05 下午: John C. Dibello: while I am calling, can I get a status on the P1. ..... Hopefully its being worked //打电话的同时,向我追问另一个P1的单子情况
10:30:45 下午: Qin Qin Qiu: It's pending now...and seams need some GAD person to help resolve it
10:31:01 下午: John C. Dibello: so, this ticket should be transfer to GAD
10:31:24 下午: Qin Qin Qiu: hold on. Let me check with the support and IRM...
10:31:40 下午: John C. Dibello: Qin Qin your are the best
10:32:10 下午: Qin Qin Qiu: thxlol //为了不犯错,我要先向联想确认一下,因此被小小表扬了下下
10:34:11 下午: John C. Dibello: called Jessica and left a vocie mail,, I will try her again if she does not return my call //互相通告目前各自所跟单子的情况
10:34:25 下午: Qin Qin Qiu: Hi, John, Jong-her said this p1 was reopened today... and our ESB and ABAP support are working on it, though the status is pending..//Jong-her是美国过来北京的manager
10:34:55 下午: Qin Qin Qiu: and it will be resolved in several hours
10:35:06 下午: Qin Qin Qiu: thanks for your help...
10:35:49 下午: John C. Dibello: great, who can we go to for a status in about 1 hour
10:36:24 下午: Qin Qin Qiu: If it's still open at that time.. I'll call the support
10:36:50 下午: John C. Dibello: ok, are you talking with Jong-Her
10:37:41 下午: Qin Qin Qiu: No..
10:38:09 下午: Qin Qin Qiu: But a Lenovo person asked her about this tickets several mins ago
10:46:57 下午: John C. Dibello: Qin Qin in how many hours does your shift end//开始一些小小的寒暄聊天..
10:47:18 下午: Qin Qin Qiu: 10 hours
10:47:35 下午: John C. Dibello: WOW, did you just come on board
10:47:45 下午: Qin Qin Qiu: 9:00 am next day...BJT
10:48:15 下午: Qin Qin Qiu: But I'm in China...
10:50:11 下午: Rashmi R Mishra1/India/IBM: Hi John //开始确认交班的东东有没有收到
10:50:36 下午: John C. Dibello: Regarding the P1 ticket, if the ticket is not closed by mid-night BJT then we need to call the support person. Kai Li is expecting our call at that time.
10:50:46 下午: John C. Dibello: Hi Rashmi
10:50:52 下午: Rashmi R Mishra1/India/IBM: I have already sent you CC Tracker List
10:51:15 下午: Rashmi R Mishra1/India/IBM: kindly check it
10:51:22 下午: John C. Dibello: checking now
10:51:43 下午: Qin Qin Qiu: yes...No matter how late in the night, they have to get up to resolve these high P tickets //我们的consultant很可怜,只要来了高级别的单子,不管多晚都要被叫起来解决..
10:52:14 下午: John C. Dibello: yes, that is what IBM has agreed to with Lenovo
10:52:27 下午: John C. Dibello: P1 and P2 we work untril fixed
10:53:00 下午: Qin Qin Qiu: I c
10:53:03 下午: John C. Dibello: otherwise, when Jong-her meets with Liu Hung we need to have a reason why IBM did not close the ticket
10:54:17 下午: John C. Dibello: Rashmi I have received the track and what about the p1/p2 unresovled report
10:54:42 下午: Rashmi R Mishra1/India/IBM: Sajal will be sending that
10:54:57 下午: John C. Dibello: ok,
10:55:06 下午: Qin Qin Qiu: Maybe they have to discuss that tomorrow morning..
10:55:13 下午: Rashmi R Mishra1/India/IBM: Thanks Everyone
10:55:15 下午: Rashmi R Mishra1/India/IBM: bye
10:55:18 下午: John C. Dibello: bye
10:55:28 下午: Rashmi R Mishra1/India/IBM 已离开交谈。 ::
10:55:48 下午: Sumit Sardar1/India/IBM 已离开交谈。 :: //印度人闪了
10:55:58 下午: John C. Dibello: Qin Qin discuss what
10:56:22 下午: Qin Qin Qiu: John C. Dibello: otherwise, when Jong-her meets with Liu Hung we need to have a reason why IBM did not close the ticket
11:00:40 下午: Qin Qin Qiu: 36239 P3 //新单子
11:00:48 下午: John C. Dibello: ok
11:19:08 下午: Qin Qin Qiu: stepping out for a while... //申请闪开下下,去尿尿~~
11:19:19 下午: John C. Dibello: sure, about how long
11:19:37 下午: Qin Qin Qiu: 10 mins...
11:19:42 下午: John C. Dibello: oh, ok
11:19:45 下午: John C. Dibello: np
11:26:08 下午: Qin Qin Qiu: back
11:26:22 下午: John C. Dibello: that was quick
11:27:22 下午: Qin Qin Qiu: :-)
11:32:36 下午: Sajal Majumdar: Hi John
11:32:44 下午: Sajal Majumdar: I sent you the tracker
11:32:51 下午: John C. Dibello: GREAT
11:32:51 下午: Sajal Majumdar: Please check
11:33:14 下午: Sajal Majumdar: Just now i saw the P1 35080 has been resolved
11:33:43 下午: Sajal Majumdar: so only 1 P2 is there
11:33:51 下午: John C. Dibello: yes,
11:34:00 下午: John C. Dibello: and I will continue to call the user
11:34:20 下午: John C. Dibello: if they do not anwser my call, this ticket will be down grade to p3 //P2的单子,还在不停的call user, 如果多次不接电话,就可以降级
11:34:34 下午: Sajal Majumdar: yes definitely
11:34:43 下午: Sajal Majumdar: shall i log off?
11:35:06 下午: John C. Dibello: let me make sure I got the p1/p2 report
11:35:19 下午: Sajal Majumdar: yes please check //双方做最后的交涉,还真是麻烦呐
11:35:50 下午: John C. Dibello: got, thanks
11:35:57 下午: John C. Dibello: got it
11:35:57 下午: John C. Dibello: have a good night
11:35:57 下午: Sajal Majumdar: ok, bye John, Qiu Qin Qin
11:36:09 下午: :: Sajal Majumdar 已离开交谈。 :: //最后一个印度佬终于闪了,他们那边的时间应该是晚上8点,时差3个半小时
11:45:33 下午: John C. Dibello: ok
12:21:13 上午: John C. Dibello: Hi, we need to call Kai Li, one of the file he resubmitted failed. Ticket number is 35080 //痛苦的来了,那个P1的单子貌似有遗留问题
12:22:06 上午: Qin Qin Qiu: You mean this ticket will be reopened... //怕的就是又重新open
12:22:22 上午: John C. Dibello: hold on, Chuck now has another story
12:26:17 上午: John C. Dibello: Chuck is going to send out a new email regarding 35080....... I am not sure if the problem is under this ticket or he found another problem. //美国的manager在和客户交涉中
12:26:42 上午: Qin Qin Qiu: Who is Chuck
12:27:50 上午: John C. Dibello: Chuck Igba--Senior PM at Lenovo
12:28:11 上午: Qin Qin Qiu: Okay...
12:28:28 上午: Qin Qin Qiu: So...We have to call Li Kai now? //只要得到确定就要马上call 人来解决
12:28:35 上午: John C. Dibello: not yet
12:29:31 上午: John C. Dibello: Chuck said the ticket was not resolved, but then he realized maybe there is another problem. In any case, he is sending email with his issue. //说用户发了一封mail
12:30:05 上午: Qin Qin Qiu: okay...
12:30:24 上午: Qin Qin Qiu: but my notes is unavailable now... //这两天中国的邮箱都用不了了
12:31:57 上午: John C. Dibello: I have notes
12:32:10 上午: John C. Dibello: I will help out
12:32:15 上午: Qin Qin Qiu: thx //和美国人一起,一晚上双方要说无数个thanks
12:34:14 上午: John C. Dibello: I just called Jessica Chang again and left another voice message. I will try her again in two hours.... If there is not reply we will down grade the ticket to a p3
12:34:33 上午: Qin Qin Qiu: okay...
12:34:50 上午: John C. Dibello: I have also, notify Jong-her this ticket will be downgraded //如果我们给用户连续打了3次电话,用户没有回应,我们就可以自动降级,如果用户不care,我们还那么care干嘛...
12:35:18 上午: Qin Qin Qiu: If we call the user more than 3 times...we can downgrade it...but we have to update this information in the workinfo
12:35:32 上午: John C. Dibello: yep
12:47:36 上午: John C. Dibello: here is Chucks email The RRD Invoice Print tar file failed in Businesstone this morning. I was not able to see the attached file which may have contributed to the failure. Businesstone Support could you please open a Severity 1 ticket to investigate the root cause. ITservices, the issue with the batch job as well as the Jtext Adapter may still be the source of the failure. Team this Severity 1 issue has lingered now since February 4th and all hands need to be on the fixing deck to get this resolved ASAP. //告知我信件内容,说是问题并未完全解决,一个新的P1将会开开,需要相应的工程师来解决这个问题..
12:48:53 上午: Qin Qin Qiu: So...a P1 ticket's coming soon...
12:49:37 上午: John C. Dibello: which team supports Business Tone, China or India
12:49:55 上午: Qin Qin Qiu: China
12:50:47 上午: John C. Dibello: is there someone on call for business tone or should we call them out
12:51:12 上午: Qin Qin Qiu: yes...
12:51:24 上午: John C. Dibello: yes we should call them
12:51:35 上午: John C. Dibello: or yes they are monitoring their emal
12:52:00 上午: Qin Qin Qiu: Do all the BT support can receive this mail?
......略去所有的收件人信息
12:53:50 上午: Qin Qin Qiu: It seems just Li Kai and Xie Yun received this mail
12:54:25 上午: John C. Dibello: are they working now
12:54:46 上午: John C. Dibello: we need to make sure this email gets addressed now
12:54:57 上午: Qin Qin Qiu: I'm afraid not...
12:55:08 上午: Qin Qin Qiu: they're sleeping now
12:55:26 上午: John C. Dibello: then lets call them //开始要叫人起床了...
12:55:45 上午: Qin Qin Qiu: both of them?
12:56:26 上午: John C. Dibello: lets start with Li Kai, his name was on the ticket...........Lenovo is calling this problem a sev. 1
12:57:13 上午: Qin Qin Qiu: Okay, and ask him to check his mail first...right?
12:58:04 上午: John C. Dibello: yep
12:58:39 上午: John C. Dibello: if this not a prioirty 1, then he needs to reply to the eamil, othewise, we need to get this issue resolved
12:58:59 上午: Qin Qin Qiu: okay
12:59:20 上午: Qin Qin Qiu: But no tickets coming now..
12:59:55 上午: John C. Dibello: who is business tone support
1:00:06 上午: John C. Dibello: is that IBM or Lenovo
1:00:11 上午: Qin Qin Qiu: IBM
1:00:17 上午: Qin Qin Qiu: and Gina is one of them
1:00:26 上午: Qin Qin Qiu: Calling Li Kai
1:00:31 上午: John C. Dibello: ok,
1:03:09 上午: Qin Qin Qiu: John, we have a problem
1:03:42 上午: :: Yun Xie 已加入交谈。 :: //call了中国的一个相关的support进来
竟然不让超过20000个字符...待续...
