Did you even listen to the question?

Student Caller "I forgot my password and need to reset it, but this tool is not working"
Help Desk Guy "Are you using the tool at the student information site?"
Student Caller "Yes. It keeps asking for a password though, and I don't know what the password is"
Help Desk Guy "It should be asking for your email address, student number, ssn and date of birth"
Student Caller "Oh... is that because I'm using the tool at the class information site?"

This is why I asked if you are using the one at the student information site.

In other news:

Ticket received:
Please install a desk in my office (this was not a typo. he really did want IT to purchase and set up a desk for him.)

Ticket received:
I have two monitors, but I never use the second one. When I turn it off, I lose my mouse pointer

Ticket received:
I switched my mail to the new email service, but now all the mail only appears there.

Caller: "I can't log into anything"
Help Desk Guy "Are you staff, faculty, student..?"
Caller "Staff"
I guess I can call him staff caller now
Help Desk Guy: "Do you know what your user ID is?"
Staff Caller (without actually providing the information) "yes"
This is going well. Yay.
Eventually found out that his computer had been compromised and blocked from the network. His password was also scrambled
Staff Caller: "So I guess I just sit here until something happens?"
What a helpful friendly fellow. Oh I don't know. Maybe we can submit a ticket to have your computer rebuilt and then find a machine with someone else logged in so that we can get your password changed?
Staff Caller: "My morning is shot. I don't have time to deal with this"
Help Desk Guy "You won't be able to log into anything until your password gets changed"
Staff Caller "whatever"