One of the most disrupting, time consuming, and expensive issues that can hit the modern work place, is when business-critical applications crash. It’s not just the time lost in trying to find a workaround or solution, but also potentially any security or data breaches that need to be dealt with.
A way to make this situation easier is if the user can accurately explain what was happening on their machine when the error occurred. Unfortunately, this is not as easy as it sounds. Typically, the user will not know what they were doing, what other applications may have been running and they may not even have been at their desk at the time of the problem. These issues further compound the difficulties that the support department experiences to identify the root cause and provide a resolution.
This lack of visibility, or ability to explain the situation, leads to frustration and a significant burden on the service desk personnel as they attempt to document the issue.