> Call me crazy, but I believe technical support personnel should be > able to work independently when time and information allows. If a > knowledgebase article or archived post is publicly available, > especially one from just last week, answering such queries spoils the > poster and distorts our shared responsibility to consult existing > support sources before escalating the issue to community "R&D."
Generally I do that, but for some reason I could not get to the search page to load for me. Maybe just bad timing when I looked. I assumed it would help others if the answer was simply posted to the list. In interest of keeping this list super moderated, I am sorry for my terse statement. I did not think it would irritate someone so much. For most problems Google is my friend. I am a searching fiend. Just could not access the archives when I needed them. It just turned out the client was fine with only receiving incoming mail for all accounts, so it was then a non-issue to me. Hence.. no quick reason to look up the answer. Though I admit, it was irresponsible for me to ask for it to be posted again when the archive search is working fine now. Sorry! > In this particular case, Ben suggested that he had been watching the > list for a solution for some time (which I find hard to believe). How did I suggest that? "If anyone has an idea of capturing all outgoing mail for a given host, please post to this list." And yes I have been on this list for awhile. I signed up in digest mode, but instead I receive every message individually. I simply overlooked the answer (or never received it... which is possible as I am getting fragmented responses to other postings). I don't have the time to read each and every message on this list. I simply overlooked the solution. > However, if his issue had appeared urgent, it is likely that I would > have regurgitated the answer to save him time. > > > I agree that people should make an effort to find answers > > themselves, but why do you feel the need to even respond if you are > > not going to post an answer? > > I *did* post an answer: "FAQ--RTA." That is *far* more useful than not > posting. Without that, Ben might have gone on believing that the > solution remained undiscovered; instead, he knows it's solved and > where to look. Would you suggest that we cut-and-paste entire KB > articles, instead of URLs? I appreciate the tip that it has been answered. If I need to refer to it, I know I can find it. Thanks! > In addition, logging the RTA itself in the archive gives later > searchers a reference point. > > > We don't need the additional clutter to the list. > > Any time you want to stay up all night "cluttering" somebody's Inbox > with job-saving information, just let me know. > > I'm sorry, where was the answer in your post again? Sorry for the additional clutter. I will be careful about posting again to this list. Ben Please visit http://www.ipswitch.com/support/mailing-lists.html to be removed from this list. An Archive of this list is available at: http://www.mail-archive.com/imail_forum%40list.ipswitch.com/ Please visit the Knowledge Base for answers to frequently asked questions: http://www.ipswitch.com/support/IMail/
