Thursday, August 26, 2004

I'll send you an e-mail.

Lotus Notes is not designed to be used by multiple users on the same PC. But, in the branches, that's exactly what we are trying to make it do. Location settings need to be changed so that the user can get into their mail. If those changes aren't made, they receive a message "You are not authorized to access that database" as the system tries to take them into the previous user's database.

The Bank created an "Authorize New User" button that appears on the Notes Welcome Page that will automatically change the location settings.

However, over the weekend there was an update that wiped the Authorize New User button off of many workstations. Expecting that since a general update wiped them all out then a general update would restore them, we at the Help Desk spend the early part of the week simply talking the users through a manual resetting of their location settings. We did a lot of them but it's a pretty straightforward procedure to talk users through.

Yesterday, Notes Support came up with a resolution that would require a ticket for each workstation with the issue. Ugh! And then, P** from support said that we weren't supposed to do any troubleshooting, that is, that we weren't supposed to change the location settings manually so that the users could get into the e-mail in the meantime. I thought this was a foolish idea but was told that P** is getting to things quickly.

Well, P** got pounded. She really had no idea what she was in for and the vast majority of those tickets were not resolved by the end of the day. In fact, as of right now, only one of the 56 tickets opened yesterday for this issue has been resolved.

So this morning, users start calling in to find out why their issue had not been resolved. It turns out that the support resolution involved sending the user an e-mail with an application that recreates their Welcome Page with the Authorize New User button.

Did you notice the flaw in the logic? Users who cannot get into their e-mail are being sent an e-mail resolution.

So, when I go up to my Function Desk, which had farmed out the procedure that we weren't supposed to do any troubleshooting, and point this out to them, I get the response ". . . if there was a queue." So, by re-writing history (and I checked all the procedure messages they sent out yesterday) they amended their procedure to not doing changing the user's location settings ONLY if there were people waiting in queue.

This was a lie but it was said in such a manner that they might actually believe that was what they said yesterday.

So, I told my neighbor co-workers, who often turn to me for guidance rather than to the Function Desk, to open tickets and set the location settings manually so that when support sends out the e-mail resolution that the user's can actually receive it and fix their PC.

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