User pilot fish meets programmer from big-time software vendor at a conference and complains she can't customize a feature of his company's software. E-mail me, and I'll send you the fix. Fish's sherpa routes her call to elite Level 1 support, and fish explains how she wants to customize the feature. Minutes later, Level 1 tech comes back online.
Fish hangs up and grumps about the verdict to a sys admin pal.
Here's how you do it. Something like a dozen mouse clicks later, it's done, says fish. And it works, even after a crash. Fish calls the sherpa and lays it out for him. You must have an account to save, if not create one now .