u/gabbietor

Still cant believe i did this. we rolled out this new ai agent setup a couple months ago for tier 1 tickets. supposed to auto resolve simple stuff like password resets and basic app crashes cutting average resolution time from 45 minutes down to under 5 per early reports. whole point was compressing time to value on every employee request management loves the dashboards showing slas green across the board.

was tweaking permissions yesterday because some high priority incidents were getting stuck in queue. agent was too aggressive on p2s so i wrote a quick bulk update script that pulled back a few hundred open tickets from last week across a couple of categories. tested on staging first everything fine. but i was rushing end of day friday brain dead from back to back meetings and hit the prod endpoint instead.

script ran in 90 seconds marked every matching ticket as resolved with canned note from agent 'instant intervention complete user notified'. art plummets overnight from 12 minutes average to 2.3 minutes. looks amazing at first glance until you dig in. 80% reduction but now 800 tickets show resolved with zero human touch including around 60 serious cases like broken payroll access and crm outages.

morning meeting cto pulls up the metrics dashboard screaming about how art never looked this good but finance director is furious because their month end reports are gone. service desk phones melting down employees calling back saying their issues vanished. slas technically hit but audit trail shows my id did bulk closure on everything. scrambling to reopen without triggering false alerts or double counting stats.

team is pissed i bypassed qa manager wants post mortem asap and now legal asking about compliance since some were security tickets. we can recover most data but the embarrassment is killing me. has anyone nuked their core metrics like this with ai overrides and how bad does this blow up usually??

 Ran a full access review in January. Okta clean. Entra clean. Reports looked fine across the board.

A week later someone mentioned an internal billing tool with its own login. No SSO. Just username/password. Pulled users, found 14 accounts. 6 were people who had already left.

Then we started digging. Found two more apps in the same situation. One internal, one from an old vendor setup. All had their own user stores and weren't tied into anything we manage.

Our tooling wasn't wrong. It just wasn't seeing the whole environment.

Everything it showed was accurate. It just missed the parts nobody ever connected or tracked.

How are you finding apps that have their own auth and were never part of your IAM in the first place, especially when you don't have the bandwidth to do it manually?

Just lost $400 to a chargeback on an order that was delivered exactly how it should’ve been. Tracking shows it arrived, everything went smooth, no issues during shipping, and the customer was completely normal in messages.

Then out of nowhere, their kid didn’t like the color. I don’t get it. You try to run things properly fast shipping, good communication and it still doesn’t protect you. I’ve even tried saving everything before: screenshots, order timelines, packaging photos, even recording parts of fulfillment at one point.

Now every notification feels a bit stressful, like it could be another one coming in. It’s not even just the money, it’s the feeling that you can do everything right and still lose. What makes it worse is how random it feels. Some orders go perfectly, then one like this shows up weeks later and there’s nothing you can do to stop it.

Feels like selling is just funding entitled returns at this point. need to stop feeling like the worlds biggest sucker. Anyone cracked the code on spotting these disasters before they file ?

Six months into a zero trust initiative. The model makes sense on paper, verify every access request, assume nothing is trusted by default. The problem we keep running into is that continuous verification assumes you have a complete picture of what's in your environment. We don't.

Found three apps last quarter that weren't in our IdP at all. Custom tools built by teams years ago. Service accounts with hardcoded credentials nobody documented. Apps that authenticate users through their own local databases, completely outside central IAM.

You can't apply zero trust principles to infrastructure you can't see. And our discovery process right now is basically waiting for an audit to find things for us.

Before we go further with the zero trust buildout, we're trying to solve the inventory problem first. How others handled this, did you get full application discovery sorted before starting zero trust, or did you build both in parallel and just accept the gaps while you worked through it?

We run a small online store pulling in decent volume but payment disputes are killing margins lately. chargebacks popping up more than before especially on higher ticket items and its eating hours chasing reps and paperwork.

tried the standard stuff like better fraud checks at checkout and clearer pdp descriptions but still getting hit. gateway dashboard shows patterns but no easy fix.

curious what you all use for actual payment dispute resolution. any tools or workflows that cut through the noise and win more back without full time staff on it or services that handle it end to end.

1 year helpdesk, just got IT manager offer for 10 person team. good at troubleshooting infra but ITSM? never touched really. basic ticketing on old shared inbox now.

Boss wants proper platform yesterday. panicking cause networking and server stuff basic too. tried demoing one, UI overwhelmed me in 10 mins.

Selfhosted sound good but no time to setup with limited skills. whats simplest ITSM for someone like me overseeing without deep knowledge and how do you even migrate tickets without mess? advice before i crash this job.