Ah - support is just an alias. There is no user by that name. It explodes
out to whatever engineer(s) are doing email support. When you get a reply
it comes from them. So you probably got replies from me, and more recently
from gryphon and/or theo. You will never see email from 'support'.
>more than adequate. An auto-responder saying "If you are already working
>with an engineer, please direct messages to them," ANYTHING besides
>outright ignoring mail.
I argued for an autoresponder a while back but was shot down because "if we
don't have something useful to convey other than 'got your email' then we
shouldn't send anything". I'll bring it up again...
It shouldn't be a problem. Engineers are (obviously) not supposed to let
things drop like this. The system failed here, we need to find out why and
stop it from happening again.
>> If you are already working with someone you shouldn't be sending the email
>> to support in the first place. If you have someone working with you on it,
>> why the hell do you want to have it go to someone else? We're not going
>Because the person I was dealing with did not have the answer.
It is their job to get it or to find someone else for you to work with
who can help. We're not psychic, I couldn't see that email and say "You
know, Cary needs help, I'd better take this case." It was "Thanks for
the help. I did this. This is weird. Any ideas?" Nothing indicated to
me that he had stopped working on it. And, as you said, he indicated that
he was going to find the answer when he talked to you. Obviously something
happened - we fucked up someplace.
This was mishandled - I am not denying that. I don't like it either. Why
this happened I do not know. But I will do what I can to get it fixed.
>address. Now, I am supposed to magically guess that even though he is
>posting to portmaster-users from that account, that that isn't a valid
>address for issues related to Livingston? Sorry, but that is just plain
>wrong. If one wishes to maintain that seperation, they should not post
>about work-related issues from a private or seperate account that they
>don't wish to receive mail about work-related issues. That is just common
>sense.
I would argue that knowing you want to talk to him about work then you would
email him at work. I may call someone from home to help them out, and I
have, but that does not give them license to call me there because I called
them from there. Even if they have caller ID and get my number, they don't
have the right to assume since I used it once then it is ok to contact me
there.
No one here is required to help on the list at all. I read from my work
account because it is convenient, and being list manager I am officially
involved to a degree. Bri reads from home because it is more convenient,
and he generally says 'Bri, on from home' or something like that at the
bottom. The alternative could be that ge just doesn't share what he knows
with the list he - we - do it because we can and we want to help. If that
is abused then we can just stop.
-MZ
-- Livingston Enterprises - Chair, Department of Interstitial Affairs Phone: 800-458-9966 510-426-0770 FAX: 510-426-8951 megazone@livingston.com For support requests: support@livingston.com <http://www.livingston.com/> Snail mail: 6920 Koll Center Parkway #220, Pleasanton, CA 94566 See me in person: Internet Expo, Boston, MA, October 16-17, Booth 422 ;-)