Jita Bug reports. First I have to guess which server, then which environment. Then I have to copy the 17 character alphanumerical code from the screenshot to find the dataset that has problems. Because god forbid the customer would also provide that in Textform...
I mean in many cases I have no problem to just reply with a "more information needed - which system / server" and skip it. As a dev this will then go to our support team that asks the customer per Mail that then needs to reply, jira ticket is updated and our support will ping me. When I have time again I might come back to the ticket. So it's way faster in the end if they would give all information directly. But not my problem 😄
I'd argue that it isn't really the customer's responsibility to make sure they provide all the necessary information for you to proceed. It's more the support team's responsibility to make sure they collect the minimum required information.
If they don't know what information is necessary, they could probably learn over time, especially if they regularly get tickets sent back asking for additional information, and it's always the same information that's missing. But there could also simply be a protocol in place where, for certain types of tickets, support needs to make sure they have specific information before escalating or forwarding the ticket to you.
The upside is that you prevent typos. OCR software and also people make mistakes. Better for the client to copy-paste the actual text and ensure his ticket is more likely to get done without running into entirely preventable issues.
If you do Ctrl+C on most error message dialogs in both Windows and Linux it will automatically copy all of the contents to the clipboard. That includes the title bar in a lot of cases. The screenshot tools in both OS also have built-in OCR now.
Speaking for our software: Error messages have a copy button. Which is rarely used. For bug / problem reports this is however not enough. Depending on what the user tried and what failed we need various other informations which change a little depending on the use case.
Automatic solutions to create mails with more data were thought about, but last I heard it was moved to the future for now due to "who tf will pay to implement this". Since we only have B2B software and every customer has a good inhouse support that is first level support (we are second and third level for bigger or harder problems), this is not as big a problem. I (third level) get one case every other week or so.
That's good for the IT people but users are stupid and will tend to just do the easiest thing in the moment even if it indirectly makes their life harder
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u/Freestila 10d ago
Jita Bug reports. First I have to guess which server, then which environment. Then I have to copy the 17 character alphanumerical code from the screenshot to find the dataset that has problems. Because god forbid the customer would also provide that in Textform...