@thecodemander said in What is the biggest issue that plagues FAF in your opinion?:
If there are client blaming issues there should be a (read: one) process communicated and publicly available which says who to talk to, that handles issues that cant be preprod easily etc.
This is where the breakdown is because unfortunately there is no one process that can handle non-reproducible issues. In the big corporation ideal this would entail having a support engineer sit with the user and walk through their actions taking detailed notes or even having remote logging on their machine to take constant diagnostic to try and hopefully catch the cause.
The reality in FAF is that I just do not have the time to sit with every user who has a very niche problem that only sometimes happen. It would result in days of wasted time. Especially when the end user is not technical minded.
So that is really where the requirement of reproducible bugs and clean reports come from. Because otherwise it is truly impossible to fix without some miracle divine intervention.