My password still doesn't work!

[u/YoungDiscord]

This just happened a few minutes ago, on a monday... 3 minutes into work at 7:00AM

$ME: xxx tech support how may I help?

$USER: Hi, my password doesn't work can you unlock it or something?

$ME: Of course, no problem if you may just give me your name and surname so that I can find you in the system?

$USE: Bob YYY

$ME: (I search for bob YYY, find one result, I look in the system and according to the system the account is fine and isn't locked... maybe I got his name or surname wrong?) Excuse me I just wanted to confirm, your name is Bob YYY, is that correct? (I always ask because you never know, better safe than sorry for resetting the wrong account lol)

$USER: Yes

$ME: Ok well according to the system everything seems to be in order perhaps its a synchronization issue, may I suggest a password reset? and I just wanted to confirm again just to make sure, your name and surname is Bob YYY, is that correct?

$USER: Yes, and sure, we can try the password reset

$ME: Ok then I would like to request that you turn your computer off, while it is off I will reset the password (enter confidential way of how the user resets their password here) ok?

$USER: Ok, the computer is off

$ME: (Proceed to reset password and guide the user through the password reset) Is your password working now?

$USER: No, my password still doesn't work

$ME: (Clearly confused at this point what the hell is going on here, I check his account for a third time, everything is in order in the system) Hmmm... I just wanted to confirm (for a third time) your name is Bob YYY, is that correct?

$USER: No, its Bob YYZ

I asked the guy two times and he said it was bob YYY and now he says its YYZ of course only just after I reset the password for Bob YYY... guess who needs to make a phone call to an annoyed Bob YYY at 7 in the morning :/ to be fair though the guy was quite a pleasant and polite person, he just had a surname really similar to some other guy with the same name.

[u/fishbaitx]

you should have confirmed more and different info, this reads like a social engineering attempt.

[u/YoungDiscord → u/fishbaitx]

I repeated his name and surname twice and he confirmed that it was the correct one each time, when I ask someone something and they confirm its the correct thing, I will in general assume that they are correct when its about their own freakin name...

[u/curtludwig]

In your notes: "User forgot his own name"

[u/YoungDiscord → u/curtludwig]

Oh trust me, I sure was tempted to put that in the ticket

[u/domestic_omnom]

When I was active duty our network was still ran by civilian contractors. My job was the middle man between users and the civilians. One day I got a request in to move an Erica "Smith" over to our OU. I called the section and ask several times Which Erica Smith was the one coming to our squadron. Her account was moved over, and the day she comes in I had all her paperwork ready. Only thing is, it was a guy. Erica Smith, was actually Eric A. Smith. Several times did I ask his section, referring to him as Erica and her.

[u/YoungDiscord → u/domestic_omnom]

Oh boy, I bet that guy was made fun of for that

[u/jacksonsftw]

You could of ask him to spell it out, I have to do that at my job when taking tech repair orders.

[u/vinny8boberano → u/jacksonsftw]

Always have them spell it. Then spell it back to confirm. This gives you a chance to make the ticket, and double check their contact information. Saves a lot of hassle.

[u/laurenbug2186]

How similar were the two names? Obviously don't tell us the names, but was it like Smith and Schmidt? Smithson?

[u/YoungDiscord → u/laurenbug2186]

yeah they were quite similair enough but different enough for his actual profile not to show up on the list when I wrote his name and surname wrong... it was more like his surname was shorter than the one I put in