[legion]

If my project ever gets out the door, I will become third-level (the guy they will call as a last resort to fix a problem) support for the stuff I have written.

Looking at it from the other end, I get very frustrated with the ineptness or the first- and second-level people. We use a software package to track problems (currently HP OpenView Service Desk). I learned very quickly that the first thing I should do is to call the person having the problem and get their story, because what is written down usually has nothing to do with the actual problem experienced. I have found that first level support will usually try to record something that best fits the problem they think is happening.