Take this scenario... Helpdesk receives a call from an irate user. The user is angry because they've 'got back from lunch and now nothing works'. The helpdesk person takes down all the users information, including an attempt to log something more definable than 'nothing works', duly log the call, and passes it up the support chain. Of course when the floor support person (or 2nd line, or whatever he or she is called in your organisation), arrives at the users desk, they are subjected to a barrage of how IT have broken their machine, and that the user cannot work and it's ALL ITs fault.
