Re: Why not asking for a screenshot
In such environments the administrators get other means of access since it is _their_ environment they have to support. That does not necessarily apply to the case in the article since it is "a customer having a problem with a website" issue, but still asking for the screenshot and then getting the answer "My company does not allow screenshots" is different from just saying "we cannot reproduce, problem does not exist" before knowing what the real issue was. And even if the answer is "My company does not allow" then the administrators of both company must start to work together.
The type of escalation in the article is common for people fresh in support, still lacking experience in handling human errors or the behaviour of their superiors.