Comment by DharmaPolice

>Going back to the specific example: the question is so nonsensical on its face that the only logical conclusion is that the asker is taking the piss out of you.

I would dispute that that matters in 99.9% of scenarios.

>The person you're asking doesn't understand the link between your question and the help you're trying to offer.

Sure I, get that and I do always explain why I need to know something but it does add delays to the process (either before or after I ask). When I'm on the receiving end of a support call I answer the questions I'm asked (and provide supplementary information if I think they might need it).