Automated Error Reporting System for Application Support
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Users and developers face challenges in efficiently reporting and resolving errors in applications and services due to cryptic error notifications, leading to time-consuming and frustrating processes for both users and support teams, with limited access to relevant information.
Innovation Solution
An automated support service that collects and pre-populates error information, integrates with logging systems, and provides access to a knowledge base to facilitate error diagnosis and resolution, reducing the need for manual data collection and improving support ticket efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If users manually describe errors and collect information to contact support staff, then support staff can receive error information, but the process is time-consuming and users have limited access to relevant information
Solution Approach 1:
The system automatically collects error information, logs, and diagnostic data in advance before support staff need to review it. Error reporting components pre-gather relevant information from multiple sources and prepare comprehensive error reports, eliminating the need for users to manually collect information and reducing both information loss and time loss.
Solution Approach 2:
An automated error reporting system acts as an intermediary between users and support staff. This intermediary automatically collects, aggregates, and formats error information from multiple sources including system logs, application state, and diagnostic data, then delivers comprehensive error reports to support staff without requiring manual user involvement.
2Reliability
If support staff manually locate relevant error information provided by users, then they can analyze the error, but the process requires many iterations and is unsatisfactory
Solution Approach 1:
The system performs preliminary error analysis and information aggregation before support staff review. Error reporting components automatically collect relevant logs, system state, and diagnostic information in advance, pre-processing the data into comprehensive error reports that enable support staff to immediately analyze errors without iterative information gathering.
Solution Approach 2:
The error reporting system performs self-service by automatically collecting, formatting, and delivering comprehensive error information to support staff. The system autonomously gathers relevant data from multiple sources including application logs, system state, and diagnostic tools, eliminating the need for support staff to manually locate information and enabling immediate error analysis.
3Ease of operation
If users research errors and search for resources to resolve them, then they can potentially solve the error, but the process is frustrating and time-consuming
Solution Approach 1:
The system provides immediate feedback to users when errors occur by automatically generating error reports and delivering them to support staff. The feedback loop includes real-time error detection, automatic information collection, and rapid ticket creation, which notifies users that their error has been captured and is being processed, eliminating the need for time-consuming manual research and providing clear status feedback.
Solution Approach 2:
The error reporting system enables self-service by automatically capturing error information and initiating the support process without user research or manual intervention. The system autonomously generates comprehensive error reports, attaches relevant logs and diagnostic data, and submits tickets to support staff, making error resolution accessible and eliminating frustrating manual research processes.
Data Source
AI summary
A method of an automatic support service that includes receiving a request for additional assistance for an error from a user interface, retrieving error information from a logging system for the error, generating an error information collection interface, in response to the request, populating the error information collection interface with the error information from the logging system, sending the error information collection interface to be displayed to the user by the user interface, and receiving additional error information from the user via the error information collection interface.