First of all, think about what you are trying to describe. Write it down. Read it to someone else and ask if what you wrote makes sense.

Pay attention to exactly what is going on. Make sure the problem isn't one thing when something else is actually the problem.

Here’s an example: Someone called in to report a problem with the DNR Intranet. They couldn’t click on a division Web site link at the top of the Intranet page and get to that division's Web site.

Was that the real problem - that there was a problem with the Intranet?

No. The division's Web site was actually down. The person would have found that out if they had tried another way to get to the division Web site (such as from GADNR.org), but they didn’t. There was no problem with the DNR Intranet. As a result, a ticket was opened needlessly and others' time was consumed chasing what was a non-existent problem.