These Are My Users.

me: I've unlocked your account - reboot the system and attempt to log on with the password your newest password.
user: ok, I've entered my password and it's says please wait...
user: it's taking a long time.
me: it's normal for this type of issue...
user: it's not logging on>
me: what does the error message say?
user: there isnt' one - it just says please wait.
me: it's still logging on
user: ok there it goes.

user: I'm using someone else's computer today and when I log in I'm unable to find outlook. Where might I get it?
me: if you do not see the shortcut on the desktop you can get to it by going to Start -> All Programs -> Microsoft Office
user: what might it be called? I see access, excel...
me: Outlook - they should be in alphabetical order.
user: ok, I found it

user's reply when asked for detailed description of their issue:
It is telling me I do not have access to the internet web.

user: I'm working from home today and getting tree or server cannot be found when attempting to log onto Novell.
me: that message means you are not connected to our network. Verify you are connected to your internet at home than log onto VPN.
user: I AM logged onto VPN.
me: not if you're getting tree or server cannot be found. VPN looks like a locked lock when it's connected.
user: it does
me: launch your web browser
user: it says page cannot be displayed...
me: what is the web address?
user: google.com
me: ok, you're not connected to the internet. Please verify your home connection - wireless would look like cell phone bars, cable would be a picture of a monitor.
user: I'm connected to my iphone - what do I need to do?
me: sorry I cannot troubleshoot connectivity to your phone or home network. Please contact Apple or if you have another web connected device you can look up tethering.

user: i deleted some files and now I can't find them
me: did you check your recycle bin?
user: what's that?
me: it's an icon that looks like a trash can. Typically on the desktop..
user: the files aren't there
me: what are some of the names of the files?
user: I don't know - help me find them
me: I can't help you locate the files without knowing the names of the files. You have to tell me the names and I'll show you how to search for them
user: well they all had something to do with juneteenth
me: I'll pull up a search for the word juneteenth but without knowing exact file names I don't know if it's what you're looking for....
user: these files aren't right. I KNOW they're here! find them...
me: I'll just restore you whole network drive...

user: I need to be able to log into our department scanner/copier (tag #138372).
me: please explain what you mean by "log into"
user: I cannot login into the machine to access the printer. the computer and the printer should have the same username and password. Maybe you should talk to Jim - he's helped me with this before.
me: there is no username or password assigned to ANY printer or scanner that is given to users outside of ITS. Jim is out in the field. tag number 138372 is a monitor...

user: hi Sara - I'm having issues.......
Me: ok - how may I help you?

user: we called in a work order for our printer on Friday and no one came then or yesterday. It's an EMERGENCY we need this printer. I think someone named Jim was supposed to come by.
me: he might be out already on calls. I'll transfer you to his line. Are there other printers in your area? each department tends to have several.
user: yes but it's VERY inconvenient
me: stand by for transfer...

user: the internet is not working on my computer
me: what website are you trying to reach?
user: the portal. the internet must be down
me: what web address is in your address bar?
user: http://padre...
me: the web address is traviscentral all one word. Let me know when you're there and I'll show you how to make it your home page.

user email:
Desktop direct is not working.

user: do you have an extra power supply for this laptop. We keep the normal one at...
me: you'll need to purchase an extra power supply. Contact for a quote
user: so you don't have any spares?
me: It's not as simple as that. Any additional equipment needed for devices owned by your department have to be purchased by your department.
user: so you have one - you just aren't going to give it to me
me: "I" don't have any spare laptop parts...

me: ok, I've reset your password to match your username. Your new password is . Once you logon the system will prompt you to change it.
user: what's my password?
me:
user: that's my username
me: correct - it is also your new password. Once you log on you will be prompted to change it.