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Disagree. This is not about thinking outside the box. As an I.T pro would you call Microsoft to open a ticket for an MS Exchange issue and expect them to fix your Windows server problems too? Maybe both are related but do you think they will cover that under one ticket?
I am not expecting the asker to ask the right specific question but she should know if she wants to transfer files or create backups. It's night and day. It's like taking your car to a mechanic to get the brake pads replaced then expect them to fix the ABS problem too.
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