Uncommon
XY problem
Problem of communication when asking for help
XY problem
The XY problem is a communication problem encountered in help desk, technical support, software engineering, or customer service situations where the question is about an end user's attempted solution (X) rather than the root problem itself (Y). The XY problem obscures the real issues and may even introduce secondary problems that lead to miscommunication, resource mismanagement, and sub-par solutions. The solution for the support personnel is to ask probing questions as to why the information is needed in order to identify the root problem Y and redirect the end user away from an unproductive path of inquiry.
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