Think about it...

You work for a software development company.

A user is using your software. The user selects a row in a grid and click a button called "View Details". On the View Details window, there is another grid that displays information relevant to the row that was selected on the first window. The user clicks Close to return to the previous window. An error message appears. The error message is related to a coding issue and not related in any way to the data the user viewed or anything like that. It is a pure programming issue.

The client calls Customer Support. The client is not upset but rather curious if anyone else has reported the issue. No, CS tells the client, no one has. The client notes that when he clicked the X in the upper right corner, after restarting the program and returning to the View Details window, the program doesn't bomb. The CS rep, with the client on the phone, navigates to the same window and when he clicks Close, the program does bomb. CS verifies they are using the same version of the software.

CS enters a bug into the bug tracking system. The description is "When the user clicks the Close button on the View Details window, the program bombs."

The bug is then routed to development. The development team enters this comment in the bug tracking software: "Removed Close button. Click the X to close the window."

It goes to the software tester. Software tester accepts this resolution and enters the following in the release notes for the release this resolution is included in: "When the user clicked the Close button, the program would abort. Changed the program to remove the Close button."

1) Is the developer's resolution of this bug satisfactory to you? [I say no, it is not. The developer should have fixed the code behind the Close button to close the window correctly.]
2) Should the developer's resolution have been rejected by software testing? [I say yes.]
3) Should the CS rep have asked the user what they expected as a resolution to the issue? [I say yes. The user wanted the Close button to work.]

I thought about this situation when reading a thread about software testing.