AuthorSharky

And that was actually the CLEAN version!

It's more than a few years back, and this oilfield services company is implementing a new email filter, says a pilot fish working there.

"It was part of an email security product," fish says. "The filter could identify emails containing language that was not considered business appropriate.

"We'd had HR incidents involving inappropriate language in the past, especially from field hands emailing to office staff -- it gave a new meaning to 'crude oil workers' -- so it was decided we should enable the feature with its default settings and give it a run.

"Only a few hours later we received an alert that a message had been identified with inappropriate language.

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Forbidden names, revisited

Flashback a few decades to the glory days of online service CompuServe, when anyone could get an account -- but not everyone could use their real names, according to a pilot fish in the know.

"You logged in with your account number, but to join a forum -- a chatroom focused on a specific topic -- you had to give a real name," fish says. "The name on your billing record was the default.

"Of course there were fraudsters who used an official-sounding name to phish people for personal info and credit card data. So users were not allowed to have words like 'billing' as any part of their in-forum real name. This could only be overridden by the forum sysop. I was one.

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The big fix

Pilot fish at a federal agency gets a visit from a power user who can't get access to the data he needs -- and he's not at all happy.

"We used a very effective security product that could narrow down access to a specific user or dataset," says fish. "But you had to be careful to install any new rules in the right place, because once a rule was found it was applied, even if one with more relaxed access followed.

"As soon as I checked, I could see that I had misplaced the rule I had created for him.

"Now, normally if I made a mistake I'd admit to it and apologize. This particular day this fellow, an otherwise nice guy, was at it like a dog with a bone, demanding How did it happen? Who did this? over and over.

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Well, do you trust ’em or don’t you?

Flashback a few decades to the days when this pilot fish is a supervisor in the call center for a big mail-order PC company.

"Our agents were privy to a customer's credit card information right in the call tracking system," says fish. "We trusted 600 agents with nearly unlimited access to this customer information without ever a single theft from our people."

But the call center manager decides the operation needs a way to approve replacement parts to be shipped to customers.

That leads to a new process: When a call-center agent is sending a simple part -- say, a new mouse or inexpensive sound card -- the agent types in his badge number, then must turn his head to get his supervisor's attention.

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Wonder if they’ll ever tell HIM what’s going on…

This IT pilot fish has been supporting a customer remotely through a VPN that's usually pretty solid -- but definitely not always.

"Every now and then it disconnected me randomly," says fish. "Then it continued disconnecting me repeatedly every 30 to 60 seconds.

"I went through the usual litany of rebooting, trying a different computer, trying a different network, etc. Every time I got the help desk involved, they pulled a bunch of different logs that basically just said 'disconnected' without any cause given.

"After several rounds of changes that miraculously fixed it, then suddenly stopped working again, the issue got escalated to a high-enough tier that an answer was forthcoming.

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Policies and paper trails — our new best friends

This IT pilot fish works with lots of sensitive data -- and that means really sensitive, such as child abuse investigations.

"Until a few years ago, I had access to all that data, so I could write ad-hoc reports against it," says fish. "We 'systems' people were given access to everything, so we could troubleshoot application problems for the users.

"Then one day I was called into the CEO's office. He told me that according to the logs, I did a search against the Child Welfare data for a particular family on a date and time six months earlier -- and wanted to know why I did the search."

As best fish can recall, he was doing the search to troubleshoot a particular report that one caseworker was trying to run. To do that, he used his own workstation to duplicate the steps that the caseworker took to get to the error.

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Time to lock the security team in a hotel room?

IT security has laptops at this company really locked down, and that includes only limited admin rights, reports a road warrior pilot fish.

"On a recent trip, at my hotel I had to make an internet connection and open a web page to log into the hotel's internet service before I could get a connection to the real internet," fish says.

"Problem was, the work laptop was not going to let me use the browsers until I had established a VPN connection, which of course I could not do without the web page login.

"In a way, that was good -- I took some real vacation time.

"In another way, it was bad, I have big hands and fingers, so using an iPhone and those stupid virtual keyboards is a one-finger, error-prone task. An email that could take seconds to type on a full-size keyboard takes minutes on the phone.

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Open door policy

This server room is getting keycard access to make sure only those on the approved list are allowed to enter, reports a pilot fish on the scene.

"A card reader is installed on the outside of the door to get in," fish says. "But how to handle exiting the room? Someone has the bright idea that a system administrator inside the server room might have their hands full when they're trying to leave.

"So a motion sensor is installed on the inside, looking down on the doorway. That way, if someone walks up to the door from the inside, it will automatically unlock.

"But whoever created this system is a much more trusting soul than one of the sysadmins, who looks over the already installed system and sees the flaw.

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Back to the ol’ spam-fighting drawing board

Pilot fish returns from an extended holiday weekend to find his inbox full of spam -- and for once, dozens of the messages seem to be related.

"I was curious, so I didn't delete all 50 of them right away," says fish. "The first one was obviously spam -- a 'Hi, do you remember me, can we talk?' message with a phishing link.

"But the first reply was from an autoresponder at a legal-services company: Thank you for your email. You have reached the email inbox for... Please let us know if you have any questions."

The next message is from another autoresponder, replying not to the spam but to the first autoresponder: Thank you for contacting us. This is an automated response confirming the receipt of your ticket. Our team will get back to you as soon as possible.

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