I work in the telecommunications industry, and I would like to know, what is the most effective way to troubleshoot a problem?
First of all, maybe 80% of the time, the problem is never really what the customer thinks the problem is, and maybe the first problem is finding out what the is the real problem. A good starting point is to simple call the customer and start a conversation about the problem. Maybe the problem was really their understanding of the system.
I think the next important tool to have is good eyes and ears into your service. The more you can see into how your service operates, the better. So what tools exists to see into your services? What tools do you use?
I’ve just created a script using ruby and ngrep to store packets of protocol traffic in a searchable mysql database. Then I created a simple web frontend using rails. This lets us view traces of events, and trouble shoot problems. Are there better tools?
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