>2) If I pay a personal site visit to observe the problem, another 33% can't be reproduced, so that gets me some exercise and solves another 1/3 of the problems. User complains about it: "But it kept doing it before you were here!" Well, I must have magic powers or something, I guess...

Back when I was graduate school, in mainframe days, we used to joke about the Operations Manager for the computing facility. Something would go wrong and he'd walk into the machine room, touch something and fix it - we referred to it as "the laying on of hands". <g>

Tamar