Dear user of our intranet

DearUserbyStuartMilesThis morning I received your support ticket.

Many thanks for enclosing the complete email chain with all your colleagues. Apart from a good permissions puzzle, there is nothing I like more than going through a 40-message email chain, and find the hidden clues between the “FYI” and “Can you help” forwards. I am really pleased that you have tried to get help from so many people before logging a call in our incident system, and it is heartwarming to see your colleagues’ empathy and desire to help.

From this wonderful meandering narrative I understand that “editing the Monthly Forecast in the Marketing site does not work”. That narrows down the possibilities, because only 938 of our approximately 15.000 sites have Marketing in the title, so it will save me going through 14.062 sites which are definitely not called Marketing.

Now of course I assume the Marketing site has “Marketing” in its title 🙂

From the company address book I see that you work in the Dairy division, which has 297 Marketing sites, so I can increase the odds even further.

Then it is only a matter of finding a Monthly Forecast document in one of these sites and checking which one does not work. That should not be too difficult: I did a Search and found 6274 hits on Monthly Forecast – it is matter of checking URL’s against the Marketing sites to see which are eligible.

I assume you wanted to edit a recent document so will start from the most recent.

In conclusion, I will check the cross of Dairy Marketing sites and Monthly Forecast docs from the last 2 months, and see which one of them “does not work”. Now of course there are many ways of “does not work”, but do not worry, I will check them all, from permissions to document library opening behavior, checkout, and workflows to corrupted documents.

I have planned about two weeks to go through this and I am quite looking forward to this challenging quest!

However, should you be in a sort of hurry, or have a deadline, please let me know. After all it is the 21st already and I can imagine you will need to update this document before the end of the month. Sending me the URL of the site, the name of the document and the document library/folder it lives in, as well as a description of what you were trying to do and what happened, possibly even with a screenshot of the error message, will reduce the quest to an hour or so. Of course this will rob me of the fun of exploring this all by myself, but I know that this is business-critical content so I can not be selfish.

Looking forward to your information,

Best regards,

The Helpdesk.

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

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3 thoughts on “Dear user of our intranet

  1. shewrite63 January 21, 2018 / 2:33 pm

    I chuckled while reading this. I related to this post although the environment I support is much smaller. Yes, it does help if they provide the site URL and document name…

  2. Skip Leezer January 23, 2018 / 2:54 pm

    Even a simple screen shot can go a long way to making it easier to find the problem link or file. 🙂

    • Ellen van Aken January 23, 2018 / 5:39 pm

      Definitely. And sometimes it even clearly displays the error message!

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