Ticket comes into the help desk from a user: "Please assist in accessing e-mail, thanks." But by the time it gets to this support pilot fish, it's already a few days old. And there doesn't seem to be any problem with the user's mail.

So fish sends user an e-mail message of his own: "Are you still having problems with your e-mail?"

User's reply: "It works fine on the PC that I normally use. But there are several in the lab that I don't use (or they're new). If the situation arises where several people in the office need e-mail, I would like to be able to get to mail from any of the PCs.

"I haven't checked the other PCs since I sent the request. Have you done something that would have fixed the problem from your end?"