A question..

[byh.livejournal.com]

Is it alright to ask users to manually log errors?
How do you make them do it?

When I asked mine to write down information about errors appearing in one very specific program they were insulted. We should write down errors? No way!! It is damn too hard to look at the taskbar clock and write down time and document id when application crash happens! Not listed in our activity protocol and such. But then I have no idea how else I am supposed to trace that particulary nasty bug because it is rare and floating plus software doesn't bother writing anything in logs.

Of course it is nice to have a betatester crew ready to trace every slightest glitch users notice but it is just not our case.

Comments

[valiskeogh.livejournal.com]

event viewer application log?

[byh.livejournal.com]

This very specific program does not log anything anywhere.

No system logs, no logfiles, no error messages - at least in this particular case.

[knottie.livejournal.com]

We do that all the time...but then, our users are kinda resigned to using lots of ancient legacy software with no logs and no documentation. They know from painful experience that if they don't help, it won't get fixed.

[byh.livejournal.com]

Exactly the same situation.

Good to hear someone handles it well.

[japester.livejournal.com]

It's quite easily enforced: no log details => no response.
and use the words 'no care on my part' too. There is no need to always be nice to the user. point out to them that you are there to help them, but they need to help you too. As much as it seems like we Know Everything, being IT Gods[0], we truthfuly admit we do not know everything.
I have told numerous users, that to diagnose their fault I *need* the error message. They get the hint after the second time. when I say, "come back with the error message and I'll help you. Until then, I cannot."

I also have to keep telling them to actually *log faults* too. *sigh*


[0] God, root, what's the difference?
God is more forgving

[valiskeogh.livejournal.com]

then tell 'em they're SOL if they dont write the damned message down, we dont yet have the capability to direct connect to the computer via a usb cable up our ass to diagnose problems like that

:)

[the-s-guy.livejournal.com]

Logging is totally voluntary.

Of course, no loggee, no fixee.

Voluntary. Totally.

[knottie.livejournal.com]

For one specific problem we were tracking, we went so far as to create a template log sheet with spots for all the info we wanted. Then we emailed it to everyone who complained. Not everyone responded, but there were 2-3 users who were dedicated enough to turn in good logs; the programmers figured it out based on those logs, and we made sure to make a big to do about how helpful those users were, including thank you emails to their supervisors. It helps.

[byh.livejournal.com]

Now that's a really good point.

Should anyone blame IT department for not resolving issue with that bug I will bring it up.

[liakela.livejournal.com]

We frequently get clients who call in and say, "The error is something like.. 'cannot log into blah blah blah because of something or blah other'."

...

And when I say, "I'm sorry, but 'blah blah' isn't actually in our database. Can you be more specific?" they say, "What--you don't have it there?"

I want to kill.

[ihateemo.livejournal.com]

ARGH...URGE TO KILL RISING.

Without fail, I will say, "I need the EXACT message or I cannot help you". I hate people who guess at error messages - kind of misses the freaking point. >:(

[bekscilla.livejournal.com]

gaaaaaaah - I hate when they actually say "Blah blah" I act all innocent and go "really?!? it says blah blah?!" till they get the hint :P

[geekgrrl-ca.livejournal.com]

It's nice to reply back and say "Ok what you have to do is yadda yadda yadda". Though with my luck I get people who repeat "Yadda yadda yadda" and then say "but nothing happened". Those are the people I want to hurt.

[byh.livejournal.com]

I bet someday they'll invent an interface like that :)

[klytus.livejournal.com]

Screen Shots are your friend :)

[infy.livejournal.com]

Alt-Prtscn anyone?

[byh.livejournal.com]

Provided there is something on the screen to capture :) Sometimes where are absolutely silent errors.

[dangermouse74.livejournal.com]

good for you/them