Then I noticed, each of the records in his queue had a set of codes in the Salutation field. He explained that there wasn't a way to see the current status from this view of their system. So, to avoid having to open each record, he used the Salutation field (which wasn't really used in the system) to store his own personal status codes.

Once she finished, there was basically a cross-reference table of items that were actual business aspects and how they translated into the items required to use this system. In short, the last system that was delivered by the IT group required a change in the business process to use the application.