Minor one just now.
At The Client, we have a system I'll call RAS (Request Applications System) that users are supposed to use to get accounts created/enabled or gain access to apps and other systems used here. However, before any user can submit a request through RAS, they have to submit an affiliation request, which affiliates their name with their organization within The Client, and thus tells RAS what they are permitted to have access to.
User calls up because her affiliation in RAS is due to expire and she needs to know how to take care of this. It becomes clear she thinks the process is different because she moved to the "ENVY" environment from the old environment, which I'll call "ONE."
J2K: "No, ma'am, it works the same in ENVY as it did in ONE."
Her: "Oh, so I open [old mail program]?"
J2K: "No, ma'am. Open up your web browser, it's a web-based application."
Her: "But I'm on ENVY."
J2K: "Yes, ma'am, but that doesn't matter. It works the same on ENVY as it does in ONE."
Her: "So I open up [new mail program]?"
J2K: "...no, ma'am. Open up your web browser."
She eventually does do this, and after just a few more hiccups (her RAS affiliation wasn't due to expire, it had expired. She had no affiliations in RAS to renew), we eventually got her affiliation sorted out.
It was just that little hiccup of her not listening to what I was saying.
At The Client, we have a system I'll call RAS (Request Applications System) that users are supposed to use to get accounts created/enabled or gain access to apps and other systems used here. However, before any user can submit a request through RAS, they have to submit an affiliation request, which affiliates their name with their organization within The Client, and thus tells RAS what they are permitted to have access to.
User calls up because her affiliation in RAS is due to expire and she needs to know how to take care of this. It becomes clear she thinks the process is different because she moved to the "ENVY" environment from the old environment, which I'll call "ONE."
J2K: "No, ma'am, it works the same in ENVY as it did in ONE."
Her: "Oh, so I open [old mail program]?"
J2K: "No, ma'am. Open up your web browser, it's a web-based application."
Her: "But I'm on ENVY."
J2K: "Yes, ma'am, but that doesn't matter. It works the same on ENVY as it does in ONE."
Her: "So I open up [new mail program]?"
J2K: "...no, ma'am. Open up your web browser."
She eventually does do this, and after just a few more hiccups (her RAS affiliation wasn't due to expire, it had expired. She had no affiliations in RAS to renew), we eventually got her affiliation sorted out.
It was just that little hiccup of her not listening to what I was saying.
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