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We launched a new website this week. It's a modest undertaking; a small on-demand portal for our customer base to update their service information.
Here’s how it works: the user has to register for the site using the primary email address we have on file. Any other email address? No bueno. This was discussed ad infinitum in the lead-up to the launch.
No sooner is the site live than we start getting issue reports from the customer service team: “This client cannot log in. The site keeps telling them they can’t register because they don’t have the right email address.”
To which IT replies: “Well, are they using the primary email address on file”?
...And customer service says: “No. Why would that matter”?
Turns out that they have a requirement that the customer be able to use any email address on file; and that at no point did they feel like mentioning this.
So anyway, that’s why the first two days of these week ran sixteen hours apiece while IT frantically patched the new system.