There are a couple of managers I let make themselves look very, very bad in a conference call with a customer not long ago.
Basically we had two teams that worked closely together to serve a certain class of user requests. Team A was the team generally so tasked, and Team B (my team) was the admin team that backed them up in case of problems. Note that our duties as sysadmins were NOT to serve user requests, but to fix broken things and set up new things. Basically if it didn't involve server hardware or OS issues, it wasn't our job.
One of our guys, way, way back in the days before Team A existed and this stuff was our job, wrote himself a set of scripts to automate these tasks. When Team A was created, he handed them over, strictly out of a desire to be helpful and with absolutely no commitment to maintain them or guarantee that they even worked, with the understanding that Team A was responsible for doing things manually if needed. But over time and with high turnover, the stipulations were forgotten and Team A came to believe that if the scripts didn't work or they didn't have the appropriate script for the task, they were to refer the user request to us.
As it happened, this was becoming an issue right as a lot of our team were moving on to a new contract. So I stood up and said "hey guys, we don't have the bodies any more to do your jobs too". Team A's management got passive-aggressive -- they'd wait till the ticket clock was about to expire, then refer the tickets to us so we had to fill the request or provide a reason why we weren't able to in time. Ultimately I demanded and got a conference call in which Team A's management admitted (after it being made clear that the scripts were not an officially-sanctioned tool and did not absolve them of manual effort if needed) that they actually had no idea what was involved in serving these requests, so they couldn't do them manually.
Oh, by the way, Manager A, the customer's CISO is on this call. Oops.
Honestly, though, there was no good solution. We could just keep referring tickets forever, and both teams would look bad; I could do what I did, and piss off Team A; or I could have let them dump their work on our team, which then would have major impact on us and the customer. Ultimately option 2 had the advantage of both protecting my team and conforming to the documented procedures.