I do helpdesk for a large non-profit org. My co-worker was taking a phone call from somebody who was wanting to use the File->Send To email feature in MS Word. Problem was, this would invoke Outlook Express, and we use Novell GroupWise here.
So my co-worker looked in Set Program Access and Defaults, made sure everything was okay, and tried again. Still the same result, but it asked "OE is not your default, would you like to make it your default? (Always ask)" I had him click No! (uncheck). Tried again and it brought up the document through Windows Messaging.
This jogged my memory, "Oh yeah! GroupWise uses the Messaging subsystem!" So I had her (the user) launch GroupWise, and then do File->Send To. It brought up a GroupWise email, worked perfectly. So I walked back to my desk, and let my co-worker explain to the user that she would need to have GroupWise running in order to do this.
Let me just take a moment to say the GroupWise is about our number one most essential application in our organization, for any department. The first thing I do when I arrive is launch GroupWise, and I let it run until I leave for the day. Anyone who works here should be doing this ideally (we even have GW's Notify running on startup in our images), which leaves me wondering what possessed her to tell my co-worker that...
She doesn't want to have to do that, it's too many steps. She could just make an email and send it as an attachment if that's what she has to do, and besides she never had to do it that way before. So he agreed to put in a ticket and hung up.
He then went off in a high-def stream of profanities, obscenities and vulgarities wondering why the hell she didn't want to what actually worked. I wish I had recorded it or written it down. His face went red and I thought he was going to punch his flat panel against the back walls of his cube.
Sorry this is so anti-climactic, it's not so much about the destination as the journey.
CLIFFS:
-we do helpdesk for a large non-profit org. Savvy users are few and far between
-user wants to use Word's Send To email feature but it brings up wrong app (OE)
-we finally figure out and explain to user that GroupWise must be running to do this
-she doesn't want to have to do that, it's too many steps and didn't work that way before
-co-worker politely ends call, hangs up, and screams
-I post about it on ATOT
So my co-worker looked in Set Program Access and Defaults, made sure everything was okay, and tried again. Still the same result, but it asked "OE is not your default, would you like to make it your default? (Always ask)" I had him click No! (uncheck). Tried again and it brought up the document through Windows Messaging.
This jogged my memory, "Oh yeah! GroupWise uses the Messaging subsystem!" So I had her (the user) launch GroupWise, and then do File->Send To. It brought up a GroupWise email, worked perfectly. So I walked back to my desk, and let my co-worker explain to the user that she would need to have GroupWise running in order to do this.
Let me just take a moment to say the GroupWise is about our number one most essential application in our organization, for any department. The first thing I do when I arrive is launch GroupWise, and I let it run until I leave for the day. Anyone who works here should be doing this ideally (we even have GW's Notify running on startup in our images), which leaves me wondering what possessed her to tell my co-worker that...
She doesn't want to have to do that, it's too many steps. She could just make an email and send it as an attachment if that's what she has to do, and besides she never had to do it that way before. So he agreed to put in a ticket and hung up.
He then went off in a high-def stream of profanities, obscenities and vulgarities wondering why the hell she didn't want to what actually worked. I wish I had recorded it or written it down. His face went red and I thought he was going to punch his flat panel against the back walls of his cube.
Sorry this is so anti-climactic, it's not so much about the destination as the journey.
CLIFFS:
-we do helpdesk for a large non-profit org. Savvy users are few and far between
-user wants to use Word's Send To email feature but it brings up wrong app (OE)
-we finally figure out and explain to user that GroupWise must be running to do this
-she doesn't want to have to do that, it's too many steps and didn't work that way before
-co-worker politely ends call, hangs up, and screams
-I post about it on ATOT
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