One of my responsibilities is fixing issues that users may have with their copier access cards.
The main issue that comes up is the fact that the Security department ordered cards with an overlapping card number range as what we had for the copiers, and didn't check with us, so some Security Cards have numbers that are already in use as Copy Cards. It's an easy fix, as long as I have the correct information.
An email from today:
Quote:
Hello,
I have an employee, (name redacted) that is having problems using his key card to our Xerox printer at our school (name redacted). Thank you
I can't do anything with that information, so I emailed her back, and copied the employee:
Quote:
What problem is he having?
Is it not scanning?
Is someone else's name coming up when it does scan?
Does he get an error message?
If it is not scanning, make sure that he is scanning it in the correct spot.
If someone else's name is coming up when he scans it, I'll need to know the exact name that comes up in order to fix it.
If he's getting an error message, I'll need to know what it is.
Thanks
Her response:
Quote:
It's not assigned to printer, when he uses it someone else's name comes up and he is able to print. However, when he tries to use his flash drive to the printer he is not able to use because it's assigned to someone else. Thank you
What I can gather from the above is that his security card has a duplicate number to an existing copy card. So when he tries to print, he can't retrieve his prints, nor can he scan. I think she's confused on the terminology between copying and printing. He should be able to copy, just not print. If I know the name that comes up when he scans his card, I can disable that card and assign the number to his account, thus enabling him to do what he needs to do. But they haven't given me the name.
In short, people don't read instructions.
"I'm having a problem!"
ok, is it A, B, or C?
If it's A, then do this.
If it's B, I need this information.
If it's C, I need this other information."
"It's B. Please help."
Ok, please provide the information I requested.
And I know that she won't respond today, and later next week I'll get an email asking why I haven't fixed it.