I've found that if you phrase your responses like you would to an experienced tech, you'll find out pretty quickly if they can understand or not. At this point I'm watching for a willingness to read and learn. Unwilling to read? Unwilling to learn? That's then end.
Another thing I watch for is ownership of the problem. If the poster takes ownership, and consequently responsibility for the solution, I'll help where I can. If the poster tries to dump off off his problem on me, that's the end.
How does this apply to endusers versus techs? I've helped endusers through to the end, when they're willing to learn and take responsibility for the solution. Ultimately there aren't very many of those. The same applies to techs. The percentages are better.
Lack of investigation details or not answering questions? Someone's trying to cover their ass. I can't help them with that.
=^..^=
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