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mugging...

That was one of the best things about implementing a helpdesk, I could always gently point them in that direction. It's good to have such a process and I don't view it as lazy so long as we are consistent in its application.

Of course working in a small shop without a helpdesk (solo) I do what the author suggests and make a note to myself (sometime post-it often on ye olde non-smart phone notepad :))