[wildrhythms]

Agreed- I worked in IT for 4 years, and the biggest takeaway for me was learning how to "placate" requesters while reprioritizing issues: there is a balance between a cold shoulder, and outright hand-holding.

I find initially responding something like, "Hi ___, thanks for reporting this. I'm taking a look at this first thing tomorrow. Can you let me know when you first noticed this happening, and anything you've tried so far?" It takes 30 seconds to respond with something like this, but it saves hours of time later, and usually issue resolves itself. Soft skills in IT go a long way.