Any Help Desk professionals out there? I am in a tech support position/Administrator, and I have had my time wasted by "Sally Secretkeeper". Not literally, but when I would ask questions, she would just dodge them or say "I don't know". For example, there was an error message that came up during shutdown. The error happens almost everytime during shutdown, and I told her to write it down or take a photo of it (I spent 3 hours total on it, I am part time and fixing problems is only part of my job) She keeps making excuses as to why she cannot write the error message down or take a photo of it. I already spent two days on this issue trying to make the error message pop up. Also, whenever I try to replicate the problem and have the error pop up, it never happens. Now, I am good at troubleshooting, but I seem to suck when it comes to soft skills. Although I could still solve this issue by using trouble shooting techniques that I am very familiar with, it would go ALOT faster if this annoying user would actually answer my questions! Does anyone know how to deal with difficult users who withold important information?