A customer problem can land in front of me and I’ll have no idea what the answer is yet. That doesn’t bother me nearly as much as it used to. At some point I realized the job isn’t to already know the answer. The job is to reduce the uncertainty fast enough that the problem becomes manageable. So before I disappear into documentation or start troubleshooting, I try to understand the consequence. Is this actually important right now? What happens if it sits? Who is affected? Is there money, a...