This has happened a lot lately.
One of my users reports a problem. Some time later, I get an email from the IT staff saying “It’s fixed!”
Except the person who originally had the problem still can’t do whatever it was they were trying to do.
Look, tech support workers of the world:
If you fixed it, but you didn’t tell the user you fixed it, it’s not fixed.
If you fixed it on the server, but not the client, it’s not fixed.
If you gave the user access to it, but didn’t tell the user how to access it, it’s not fixed.
You have completed half the work. True, it was probably the more difficult half, and true, it was probably the only half you cared about, but it’s still only half.