Darren A. writes, "I've just started a new job for a company that (on their own admission) needs some help. The developers are a little behind the times while the testers are a lot behind the times."

"My uphill task is to educate them in the ways of continuous integration, source control, design patterns, OO design, unit testing and automated building, testing and deployment. Their communication skills need some work too. I haven't risked a peek into the code yet but based on the following defect ticket, I suspect I won't be pleased." 

Ticket 268743
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Open       14-Feb-2013 10:30 Opened by Alan H
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When printing Initrode labels via laser they are being distorted. An issue was raised with IT Support Desk (SUP88373).
Barry B advised there is a definite issue with printing Initrode labels on laser printers and therefore needs to be looked at.
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Status Change
Resolved   14-Feb-2013 11:15 Resolved by Colin D
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Spoke to Barry. Issue is a broken printer. Nothing prints on that printer... it's broken.
Barry told you this so I'm not sure why you raised this as a product defect. Not a bug so resolving.
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Status Change
Reopened   14-Feb-2013 16:33 Reopened by Alan H
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Still an issue. Reopening to get it resolved.
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Status Change
Resolved   15-Feb-2013 09:25 Resolved by Colin D
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What's an issue. You haven't added any new information and now I've spoken to Barry and Denise on the service desk.
It's a broken printer. They've ordered a new one. The customer is happy. This is not a bug with the product so stop saying it is.

Status Change
Reopened   15-Feb-2013 15:25 Reopened by Alan H
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Spoke to customer. Still an issue.
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Status Change
Resolved   15-Feb-2013 15:27 Resolved by Colin D
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I know you spoke to the customer. I was there when you were on the phone. You asked if the printer was still broken and they said yes.
That was the clue - the printer is broken. On what planet is a broken printer a defect in the product.
In fact you're quite right the shipping product IS broken because it won't print. 
It also looks like the address books, accounts and tracking software is broken. I'll raise tickets for these.
My god - it gets worse... Notepad, Word and Excel won't print either so I'll raise a bug with Microsoft.
Ahh.. they can't print the test page from Windows. Oh no - the whole of windows is completely flawed along with all our software.

Oh no, wait a sec. It's just a broken printer.
Not a bug so closing.
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Status Change
Reopened   16-Feb-2013 10:02 Reopened by Alan H
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Spoke to customer again. Still an issue.
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Status Change
Resolved   16-Feb-2013 12:02 Resolved by Colin D
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Alan.
The incident is a broken printer NOT A BUG.
I spoke to Barry, Denise to confirm this. I've even spoken to the customer.
They told me it was a broken printer. I have told you this, Barry has told you this, as has Denise and even the customer.
Why are you persisting with this?

DO NOT OPEN THIS AGAIN until you have:
a) Spoken to Barry directly; and 
b) Provided more information on what exactly you think is broken.

I will just close this everytime I get a 'Something is broken' message with no details...
In fact I'll set up a script to automatically close it each time you open it.
Go away.
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Status Change
Closed   18-Feb-2013 09:30 Closed by Alan H
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Spoke to customer again. New printer now installed. Software working again.
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