The greatest support tool yet!

Hi there,

I trust you have rolled with the idea to install and investigate Windows 7 RC (Release Candidate).

As I mentioned in my previous post, I will be bringing some interesting and supportive features that I found in Windows 7 RC during my daily workings in the OS.

My role, on a regular basis deals with Tier 2 Technical Support. And within our company we have an internal call / support logging system.
And it often happens that users do something ‘mysterious’ or perform an action that they cannot explain, or have completed.

The user will always try to describe what they clicked, and the screens that populated their screens with great ambiguity. And we as support workers try to work in the ABSTRACT REALM - imagining what was performed. Abstracting can be VERY tiring expecially after a long day supporting users…

So, when perusing some hidden programs in the Windows 7 RC troubleshooting sections I discovered a SUPERB tool just for this occasion.

Follow my lead:

1. Click the Start button.

2. Type the phrase PSR into the Search Programs and Files field.

3. Look for and select the program link, Record steps to reproduce a problem.The Problem Steps Recorder opens. Below is some screenshot examples of this program in action. Notice how certain areas are marked in lumo green indicating activity or actions around a feature or button. Also notice how each step is time and date stamped AND described as to what the action was. Have a look >>>

Here is the groovy part of it all, and it’s simple:

Once you have asked the user to activate this program, you simple ask them to click Start Record on the options bar. (Assuming of course that support through RA is not feasible or too slow).
The user can proceed to recreate the steps and maneuvers they did previously. This of course is all recorded. But wait it get better…

The tool runs in the background screen snapping, annotating active areas clicked on by the user.
Once the procedure or issue is recreated or complete, the user then clicks Stop Record.
A short moment later the information is collated and ripped into a ZIPfile…beautiful for getting through tedious firewalls etc…well depending on policies and file size contraints.

But now you have a copy of the users actions.

So what’s the result?

To my shock and horror – there in the zip file you will find a a .MHTML file (MHTML: Short for MIME HTML, is a web page archive format used to bind resources which are typically represented by external links (such as images, Flash animations, Java applets, audio files)
together with XML code in a single file.

So what you have essentially is a set of screenshots with XML page detailing each step of the user’s actions. All in one file! AWESOME!
This file is date and time stamped and awaits a file title from the user.

The Impact:

· This is good for archive and report purposes, and to build priority lists based on reoccurring user events.

· And as always from a support perspective, like Windows Remote Assistant or Live Meeting 2007 > Give Control feature, is another superb TIB (Tool in Belt) for support workers.

· This of course has huge advantages for our support desk or those in support roles to quickly understanding what customers / users are where doing or had issues with.
Juicy, very juicy!

Windows 7 is looking good – Enjoy the ride!

Have a great day!

Clinton Garbutt – Desktop Productivity Specialist
MCP, MCDST, MCTS, MCITP

DATA#3
Australia’s Integrator of the Year

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