"I sent my tech up to check it out," says fish. "The keyboard was dusty but appeared to work fine. Just the same, he replaced it with a new keyboard. It's not unusual for a keyboard that gathers that much filth to have keys start sticking. Problem solved, case closed."

But two days later, there's another voice mail from the night shift. Same problem. Tech reports it still looks fine, but he replaces the keyboard again, this time with one fresh out of the box.

A few days later, fish gets a written work request from the chief nursing officer to fix the problem of the "Y" key sticking on the nursing station computer.

"At this point, I go up to the nursing station myself," fish says. "I pull up a blank Word document and test the keyboard. Everything seems to work fine, including the 'Y' key. The day shift secretary tells me she has no problem with it, but the night shift secretary keeps complaining about it."

That evening, fish returns to the office after a late meeting to find yet another voice mail about the "Y" key sticking. This time he heads up to talk directly with the user.