KT's org decided to hide a TON of knowledge articles without even giving us the heads up. Ergo, I cannot give customers km notes to fix their problems, ergo I get bad csat scores, ergo I get laid off.
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Some public bugs included customer names and private data. All documents which referenced bugs or potentially included a customer name and where made internal pending manual reviews. Also customers lost most of what they could previously see in public bugs.
Yes, it probably was a mistake by stupid legal.
But on the other hand, it's another sign that the company is going into the toilet. Why did the mistake get made? Did someone leave that managed something that was used by legal? Maybe the only person who knew the process to use? So now they are floundering in the dark?
You can't replace everyone with cheap labor that knows nothing. Just another sign of the decay.
Yep, that’s exactly what they want you to do.
Work work work. They turned it into a b---s--- job.
This was discussed in our "town hall" today. They want you to work on these articles to be reviewed then made visible, work on automation, and do your normal day job juggling SRs from id--t customers. Oh, and at the same time, you won't get any raises....ever; maybe a free ice cream, tops. And that's why a lot of us don't care anymore.
stupid legal made this mass change. No warnings whatsoever. My hunch is that someone published a note with sensitive information that should not have been published.
everyone knows that this will impact customer satisfaction scores as well as throughput because engineers will need to be reviewing KM rather than working SRs. When customers create SRs, that process is also broken and no suggested articles are presented. you have to believe that this, while maybe not having been executed perfectly, the decision was not taken lightly. do you think someone actually woke up one morning and thought, hey, let's screw engineers today by making hundreds of thousands of km articles disappear? The articles will be fixed and they will be back in short order. the only reason for this must be GDPR or data privacy issue related and it must have been serious for this level of disruption.
' it's because of Due to European Union(EU) regulations tied to General Data Protection Regulation(GDPR)'
Come on. How is customer personal protected by hiding notes with errors received in some software? ORA-06502 doesn't contain any customer data, isn't it?
Come on . If you are in Oracle you know it's because of Due to European Union(EU) regulations tied to General Data Protection Regulation(GDPR) and everything went unpublished. Your manager informed you and a canned response was given in order to help the customers. They are working on fixing it
Ergo time to look for a new job!
Are you sure it’s not just a glitch? Was there an announcement of this change?
The last KCS action should have a note. The process has features to get the info.
Unless o is prostituting their KCS now, which is just insane considering how much they had us take training, give receive kcs coaching, spend time dealing with assigned tasks, etc.
Please let us know. I am out of o now, but still have to deal with their products in my new job. If I can’t get answers anymore, then I will spend my time taking myself and my customers OFF of as many O products as possible!!