Pilot fish at this state agency is sitting in one day for the regular help desk supervisor and spots a trouble ticket that looks easy enough to handle himself. "I feel that I can solve it fairly easily," says fish. "Famous last thought." The user's problem: She can't access her paycheck stub information on the state government intranet. It's operated by another state agency, but it's the central site for all state workers for viewing their pay stub info, and fish is very familiar with it. "I call the user up and find that she is entering the wrong URL to access the site," fish says. "After much prompting, she finally enters the correct URL and has the sign-on screen displayed. "She then enters her user ID but can't remember her password. No problem -- the sign-on page has a prompt-the-user-for-password hot button, which I direct the user to. She clicks on the button and the question she picked for password verification reset is displayed for her . "Then she asks me for the answer to the question . "I'm stunned. I can't believe she doesn't remember the answer to the question she picked. All I can tell her is that our agency does not control this application and I have no access rights for changing passwords, and to call the Help Desk for the agency that handles the check stub site."