[nimbius]

s/IT support role/support role/

coming from an engine mechanic here...this type of 'bury your head in the sand' malarkey is seriously acceptable for IT?? let me give you an analogy:

customer: can you check the differential too? my team driver says whenever she does a full lockout the steering wheel makes a clacking sound.

me: does nothing

customer: the clacking noise is gone nevermind.

newspaper: two dead after truck wheel shears from axle and collides with minivan.

Just because the symptom goes away, doesnt mean there isnt a problem that could require your attention. "do nothing" is a solution to your own poor attitude and disposition. in the authors example that button disappearing could be a cyber attack, could be malware, could be anything.

you are making excuses for yourself and gaslighting the requestor to avoid handling something you should either automate or investigate.

[julianlam]

I think that's a rather extreme example.

As support, you often have the knowledge to accurately determine whether a request is truly important, or can be ignored temporarily in lieu of more important issues.

A more accurate example using your particular automotive context would be a customer complaining that they don't know how to change the radio stations.

Feel free to drop everything in the middle of your engine replacement job to teach this person how to use the radio.