I think this perspective really depends on who you are supporting. This is my experience: 1) Actual customers: They want you to fix it. They don't care who's f

I think this perspective really depends on who you are supporting. This is my experience: 1) Actual customers: They want you to fix it. They don't care who's fault it is, they are dependent on you. 2) Internal customers: They want someone to blame. They don't really care that it's down, they just want to point the finger at someone when their report goes out late.