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If you are in support isn’t throwing problems at you the entire purpose of the role? You make it sound like they are doing something wrong.
Oh hey boss, yeah I’ve got those new tps report sheets right here
If they cancel someone’s vacation to provide support but can’t provide sufficient detail to define the work, they’re definitely doing something wrong
It’s the customer’s responsibility to define the nature of the issue. People in support aren’t magic if you provide no details and then become non-available then that’s a customer problem.
