That One's A "True"

I love it when people come in (e.g. via email) and describe a "problem" that actually boils down to a description of how the system works.

For us, going over the project's Open Items List, this was a routine part of the triage of incoming items we saw for the first time.

So is that a defect? A feature request?

Nope, it's a True. They have made a correct statement about the operation of the system.

There's a mismatch somewhere though, usually in the user's understanding of the system, their expectations of the system in the particular scenario they encountered, etc.

Sometimes the answer would be "Thanks for describing how the system works; Next!" Typically, we would collect up all the "trues" at the end, and for some, determine some follow-up questions, which would hopefully lead us in a direction that would help understand how the system failed the user.