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When a customer reports a problem the first thing I try is to reproduce it (with logging on). If I can't reproduce it, does it matter? I can leave logging on
by jedberg 4y ago
When a customer reports a problem the first thing I try is to reproduce it (with logging on). If I can't reproduce it, does it matter? I can leave logging on and let them know I can't reproduce their problem but if it happens again to let me know.
- encoderer 4y agoIn your background of consumer engineering, yes it probably does not matter. But it’s not the same in SaaS
- jedberg 4y agoI've worked in SaaS for years, and I don't have any examples in my history where that's the case. Do you have an example of a case where historical logging was the only way to track down a problem?
- encoderer 4y agoYesterday I used logs to help a customer who had mis-configured their SAML SSO (the problem was on the IdP side). I use our database audit trail logs to understand the sequence of changes a customer makes that sometimes results in behavior that is surprising if you only look at the current state. We put a big emphasis on the second S in SaaS and we want a magical 1-email support experience whenever possible. Audit logs help this.
- staticassertion 4y agoWhen do you turn the logs back off?
- jedberg 4y agoWhen the problem is verified solved.
- staticassertion 4y agoI can't imagine the logs are off very much of the time then
- jedberg 4y agoWell when you have microservices, hopefully only one or two of them need logging at a given time.