[aleph_minus_one]

> Sure, but think of a good help desk tech: if they waited for users to accurately report useful information, nothing would ever get fixed.

I sometimes also have to do "help-desk-like" duties on the applications that I am responsible for (think like 3rd level technical support):

I can tell you that you can train your users to give more helpful useful information (but of course sometimes they don't don't know by themselves what is important and what is not).