I'm having problems--this is the second time I've e-mailed you!

The greatest cause of delay in responding to user requests is incomplete information regarding the problem in the original email report.

- Always identify the system(s) you are using, their location (if known), the time and date of the problem incident, what specifically you were trying to do, and any error messages you are getting. If there is a set of commands that can replicate the problem, submit those as well. Remember, much of what the Lab can do in response to user trouble reports can be done remotely and in off hours--but only if we have complete information regarding the problem. When in doubt, be verbose, not taciturn!

- Always send all your email problem reports to the CS mail alias, lab. Send all followup email concerning the problem to the same mail alias, lab. Often a Lab staffer will respond to a user request and the user will followup that response with personal email addressed to the individual staffer. Remember, the email alias, lab, is read by all the CS Lab staff. What one staffer may not know, another will. Also, any particular Lab staffer may not be on duty to read your followup email. If you must reply directly to an individual staff member, cc the lab alias.

- Provide your CS account name, e.g., user@cs.arizona.edu, if you are emailing from a non-CS system. We cannot necessarily identify your account and user area by your University email ID, or from you Hotmail user name. Note that some problem requests require some level of user authentication. Sending email from your CS user account is one form of authentication that we use. If you do not send email from your CS account, you may be asked to resubmit your request from that account.

- Finally, some things just fall through the cracks, take longer to fix than anticipated, or are outside our domain of responsibility and control. You should always receive the courtesy of a response. If you have not received a response to an email inquiry to the mail alias, lab, then send a followup email with the subject line containing, "... -- second request." That should get our attention.