The XY problem is a communication issue that happens in help desks, technical support, software engineering, or customer service. It occurs when a user talks about a solution they tried (X) instead of the actual problem (Y). This can hide the real issue and cause problems like misunderstandings, wasting time, and not very good solutions. To fix this, support workers should ask careful questions to find the real problem (Y) and help the user move away from the wrong solution.
Terminology
The term "XY problem" was first used by Eric S. Raymond in his book How To Ask Questions The Smart Way. He included the phrase "How can I use X to do Y?" in the "Questions Not To Ask" section of the book.