Today I had to open a support ticket at Innovaphone because of an error message in one of the new V13 apps. Since it was still unclear to me how to additionally collect the necessary data of the app platform besides the configurations and traces of the relevant gateways, this two links were sent to me.

http://wiki.innovaphone.com/index.php?title=Course13:IT_Connect_-_11.1_How_to_create_a_support_ticket#Preparing_App_Services_to_write_logs

http://wiki.innovaphone.com/index.php?title=Course13:IT_Connect_-_11.1_How_to_create_a_support_ticket#Collecting_Apps_traces

I find that very elaborate and extensive. There are many check marks that need to be set. And in the end there are a Wireshark Trace, Screenshots, Gateway configs and then 4 dump files of the apps. They then also have to be correctly send as a single unencrypted Plaintext Email.

I would like to have a Support App, which sets all recommended, needed check boxes at the App Platform and then collect and send all necessary files by itself to Innovaphone (on request by the customer). Or create a share Link over WebDAV/TLS.

I think that streamlining the support cases would not only result in less effort for administrators and Innovaphone Support, but also in a better and faster customer experience.