> Another theory: that for some people, hitting a problem is an excuse to stop working entirely and claim to be waiting on another team for support. You can mo

> Another theory: that for some people, hitting a problem is an excuse to stop working entirely and claim to be waiting on another team for support. You can move this one out of the theory column and into the fact column. It is very real. :-) Not only is this common but I once even had the misfortune to be in an environment that was so high pressure and under-resourced that the only way to meet ticket quotas was "by any means necessary" I learned this and a bunch of other sketchy tricks to buy time there, such as the reverse of this, which is when the support person asks a question to the customer that is not actually relevant or they already know the answer to, just to buy time till the ticket queue is less overloaded.