I do tech support for a fairly specific product. I'm going to change the details here, both to avoid lengthy explanations and to make it generally obscure, so let's pretend that the software is used by a hamburger restaurant.
Monday
Email 1 - From Client Company Section Manager
Hey, HS. We're adding to a product line. Could you add an extra code to our purchasing screens so we can track it separate from an existing similar code? We have O55 for the onions, but we also want R55 so we can specify red onions. Thanks!
My Response
Sure, SM. I can do that. But I checked the code. R55 looks like it's actually for a raspberry milkshake mix-in. I know the dessert components can sometimes use the same code as the burger components, but I just wanted to check to see if R55 is really the code you need. I can't find anything specific for red onions, and I know you guys don't do shakes... Maybe check with your suppliers and see what code they use for the onions?
Email 2 - From Client Company Section Manager
No problem! You're right; we don't need raspberry stuff.
Email 3 - From Client Company Section Manager (sent to his co-worker; cc to me)
Purchasing Manager, would you please check with Veggie Supplier to see what code they use for the red onions? My notes say it should be R55, but I guess that's used for raspberries too. HS at Tech Support doesn't want to add it to the program codes until we're sure it's the right code, and I agree.
Email 4 - From Purchasing Manager (sent to Section Manager and Purchasing Staff Guy; cc to me)
Can do. Purchasing Staff Guy, please contact Veggie Supplier to find out what the red onion code is.
Tuesday
Email 5 - From Purchasing Staff Guy (send to Kitchen Supervisor; cc to me and others)
Kitchen Supervisor, the next time you get a delivery from Veggie Supplier, would you please find out what the red onion code is? It's not in Program yet, and I can't seem to get in touch with their service department today.
Email 6 - From Kitchen Supervisor (sent to Internal Tech Support Dude; forwarded to me in Email 7)
Hey Tech Dude. Why don't we have a red onion code in Program?
Wednesday
Email 7 - From Internal Tech Support Dude (sent to me as a forward with the above email chain included)
Good morning, HS. We need to have a new code added to our purchasing section in Program. Do you know what the code for red onions is? We thought it was R55, but Section Manager says that's actually for raspberries. Hope you can help...
My Response
Sorry, Internal Tech Support Dude, I don't know what the right code is. That's why I asked you guys. I'm afraid I can't give you an answer to the question when I'm the one who asked it in the first place. Maybe try contacting Veggie Supplier? As you can see from the email chain below, Section Manager thinks that would be a good place to start.
Email 8 - From Internal Tech Support Dude
Oops. Sorry, HS. I wasn't paying attention, I guess. I'll ask Purchasing Manager. Maybe she knows.
Friday
New Email - From Client Company Head Honcho (to me, high importance)
Mr. Tech Support, please add a red onion code to Program immediately. It is imperative that we have this code to differentiate from the white onions. You must ensure that it is the correct code. We understand there is a similar code for a raspberry milkshake, which we do not sell. Notify me directly as soon as this is completed. - Honcho
Fortunately, Section Manager also called me that day. Turned out that the code was correct as long as it was in the right purchasing category. I put it in and let Head Honcho know. Then I took a long break.
Monday
Email 1 - From Client Company Section Manager
Hey, HS. We're adding to a product line. Could you add an extra code to our purchasing screens so we can track it separate from an existing similar code? We have O55 for the onions, but we also want R55 so we can specify red onions. Thanks!
My Response
Sure, SM. I can do that. But I checked the code. R55 looks like it's actually for a raspberry milkshake mix-in. I know the dessert components can sometimes use the same code as the burger components, but I just wanted to check to see if R55 is really the code you need. I can't find anything specific for red onions, and I know you guys don't do shakes... Maybe check with your suppliers and see what code they use for the onions?
Email 2 - From Client Company Section Manager
No problem! You're right; we don't need raspberry stuff.
Email 3 - From Client Company Section Manager (sent to his co-worker; cc to me)
Purchasing Manager, would you please check with Veggie Supplier to see what code they use for the red onions? My notes say it should be R55, but I guess that's used for raspberries too. HS at Tech Support doesn't want to add it to the program codes until we're sure it's the right code, and I agree.
Email 4 - From Purchasing Manager (sent to Section Manager and Purchasing Staff Guy; cc to me)
Can do. Purchasing Staff Guy, please contact Veggie Supplier to find out what the red onion code is.
Tuesday
Email 5 - From Purchasing Staff Guy (send to Kitchen Supervisor; cc to me and others)
Kitchen Supervisor, the next time you get a delivery from Veggie Supplier, would you please find out what the red onion code is? It's not in Program yet, and I can't seem to get in touch with their service department today.
Email 6 - From Kitchen Supervisor (sent to Internal Tech Support Dude; forwarded to me in Email 7)
Hey Tech Dude. Why don't we have a red onion code in Program?
Wednesday
Email 7 - From Internal Tech Support Dude (sent to me as a forward with the above email chain included)
Good morning, HS. We need to have a new code added to our purchasing section in Program. Do you know what the code for red onions is? We thought it was R55, but Section Manager says that's actually for raspberries. Hope you can help...
My Response
Sorry, Internal Tech Support Dude, I don't know what the right code is. That's why I asked you guys. I'm afraid I can't give you an answer to the question when I'm the one who asked it in the first place. Maybe try contacting Veggie Supplier? As you can see from the email chain below, Section Manager thinks that would be a good place to start.
Email 8 - From Internal Tech Support Dude
Oops. Sorry, HS. I wasn't paying attention, I guess. I'll ask Purchasing Manager. Maybe she knows.
Friday
New Email - From Client Company Head Honcho (to me, high importance)
Mr. Tech Support, please add a red onion code to Program immediately. It is imperative that we have this code to differentiate from the white onions. You must ensure that it is the correct code. We understand there is a similar code for a raspberry milkshake, which we do not sell. Notify me directly as soon as this is completed. - Honcho
Fortunately, Section Manager also called me that day. Turned out that the code was correct as long as it was in the right purchasing category. I put it in and let Head Honcho know. Then I took a long break.
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