I was wondering how you handle issues like that in your company.
Usually when something goes wrong at a customer he needs to:
- Submit the issue he encountered
- Add logs / configuration data
- Suddenly the logs are not in high debug level - so he needs to increase debug level and reproduce the problem
- Then again, you can't find the issue, and you give him a debug version and ask him to reproduce again
Collection needs to be from several machines most of the times.
This of course leaves a lot of frustration in both sides. I was wondering how do you handle stuff like that? (better bug reporting systems? recommended actions in bugs / etc?)
to add an example:
The application can be an enterprise one which is composed of several products in several machines (Let's say - Application tier, Database tier and some kind of MQ tier - 3 machines).
Now, when there's a bug, logs need to be collected from those 3 machines and then the investigation starts.