SUPPORT: Support reports that the cause of the problem was 'the way the user uses the system'
In the reply to the ticket, the team classified the occurrence as 'expected behavior' and suggested the user 'avoid clicking that button during business hours.'
- support
- product
- ux
notice: This is satire. Names, companies and telemetry are invented. Any resemblance to your environment is your problem.
The ticket was opened at 10:07 a.m. and closed at 10:12 a.m. with the resolution "the end user should not use this screen for that purpose." The user, who had clicked a button labeled "Generate," explained that the intention was to generate.
"Clicking Generate should not generate," explained the analyst in charge. "The label is a holdover from the first version of the product. Today the button has another function, but renaming it would require an interface change that depends on approval from an area that has not been defined yet."
Contacted, the product area said the behavior is "widely known by those who follow the system's evolution," and that the documentation is available "in one of the internal documents."
The user requested that the button be renamed, a suggestion logged as a low-priority improvement. That same day, the button was reproduced on two new screens.
Satire. Names and numbers are invented. The button, that one is real somewhere.