There are 10 sub-companies around our country, we use the same OA system, each connected to a different database. I am often asked for help on technical problems by  my colleagues around our country, of course it's my responsibility to solve their problems. 

Sometimes, I tried hard to find their problems, they said they had know how to solve or didn't need my help or even said they had made some mistake to cause their problem. It seemed that they were wasting my time.

I remember my supervisor of the last company I worked for had told me that as a technical supporter, don't answer some helps of problems in time, because they may solve them by themselves after a while, this tactic will save a lot of time.

It seems true.