As a former help desk/close support rep, we received many calls asking "How do I...". Most of the time nothing is broken or degraded when we receive these calls. They are simply seeking help using an application. Since nothing is broken or degraded, this doesn't qualify as an incident. How should the help desk document these calls? It is very important to document these contacts because sometimes they can be quite time consuming. Even if we implement interactions, how do we document the time spent helping the end user?
