Depending on the company these days, they might not even be allowed to until they finish running through the situationally-appropriate equivalent of "did you reboot your computer?"
I know front-line support at my ISP's explicitly forbidden to show initiative, even for instantly obvious problems. %P
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branchandroot
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Date: 2010-08-15 05:09 pm (UTC)I know front-line support at my ISP's explicitly forbidden to show initiative, even for instantly obvious problems. %P