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SwiftOnSecurity (swiftonsecurity@infosec.exchange)'s status on Monday, 13-Nov-2023 12:30:48 JST SwiftOnSecurity

Always cool to see comments in the wild where I leave an impression
In conversation about a year ago from infosec.exchange permalink
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1. There was a SwiftOnSecurity thread on something like this. Rolled out a new Chrome security extension. User called in and couldn't copy/paste in Chrome anymore. went through 3 levels of support before reaching them. Everyone said "they can't use Chrome as expected after an update > Security issue." They had the user copy and paste in Word and it didn't work (but noticeably called the clipboard history). They used their copy/paste via remote console and it worked. Asked the user what their copy/paste process was. Found out the user is disabled, their mouse broke, it was replaced with the same type of specialty mouse, and no one configured the mouse which had a specific copy/paste function key. Literally nothing to do with Security, but they were the first ones that actually listened to the issue and processed what was happening! Got to try and hear what people are telling you!
  https://media.infosec.exchange/infosec.exchange/media_attachments/files/111/399/852/768/755/382/original/6760f33bead9c609.jpeg
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  RedstoneLP2 (redstonelp2@mastodon.redstonelp2.com)'s status on Wednesday, 15-Nov-2023 23:13:19 JST RedstoneLP2
  in reply to
  - Sheepie
  @bastardsheep @SwiftOnSecurity this just reminded me of this cute comic
  In conversation about a year ago permalink
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  1. 4 panel comic: Panel 1: User, sitting in front of computer: "Yeah, Tech Support? I think the server is down." Panel 2: Tech support, in front of their computer: "Ok. I'll take care of it." Panel 3: Tech Support, giving pat pats to a crying, anthropomorphic server rack: "Don't be down, server. We all think you're doing a great job, and everyone likes you." Panel 4: The same anthropomorphic server rack now blushing
    https://mastodon.redstonelp2.com/system/media_attachments/files/111/399/901/081/515/836/original/39fd03f2cf716f28.png
  :blobcathug: likes this.
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  Sheepie (bastardsheep@aus.social)'s status on Wednesday, 15-Nov-2023 23:13:21 JST Sheepie
  in reply to
  
  @SwiftOnSecurity "The server is down" could mean a million things, most of which are completely unrelated to any server or hosting system.
  Treat all problems in that way. Get to the bottom of the actual problem, not the end-user's summary of it.
  
  In conversation about a year ago permalink
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  SwiftOnSecurity (swiftonsecurity@infosec.exchange)'s status on Wednesday, 15-Nov-2023 23:13:22 JST SwiftOnSecurity
  in reply to
  
  My philosophy: Treat support incidents as mysteries.
  Your only goal is to solve the mystery, not fix the computer. Even if you find out the user is doing something wrong (wasn’t the case) well you solved the mystery.
  Really I have rarely ever finished a call and resented it.
  
  In conversation about a year ago permalink

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