I'm responsible for the setup of a whole range of new servers, to replace older platforms.
This is in a multi-national, with offices across the world.
As such I've had to order servers through each local branch's specific group.
However one branch is falling behind massively.
The server was set up over a month ago, but the user accounts (again created in the branch's own specific AD) were:
- Only one out of several was created at the time that the server was created (which is usually one step)
- The ticket was closed
- I reopened the ticket (the next day)
- The ticket was deleted (a week later)
- I created a new ticket for the remaining accounts (again a week later)
- They were created without proper permissions (a few days later)
- I created a third ticket to add the permissions
And now I'm 2 weeks after creating the third ticket and it is just sitting there untouched.
I tried having the PM responsible contact them, he was practically ignored.
I tried contacting them directly, and was told I needed a ticket, so at their request I forwarded them the ticket ID (which they had already edited themselves).
I've tried talking to their manager, who did not respond and is now out of office.
I've escalated to my own manager at the end of last week, and he will look into it.
It feels like my work is being blocked by something I can't control, which most likely has nothing to do with me.
I had never worked with this branch before this, and have no history with them.
I feel like I need to do something more.
Have I handled this poorly? Is there something I'm missing?
How do I handle my work being blocked in this manner?
After a few days the users were re-created (instead of altered), but again incorrectly.
Not wanting to spend any more time on this particular issue. I simply forwarded the mail to my manager, with the wrong parts in bold and a request to once again handle it.
My manager ended up making a few less-than-friendly calls, and a few hours later everything was put in place as required.
I guess not doing anything more was the correct solution.