| ... | ... | @@ -13,13 +13,13 @@ In the case of more than 1 node failure (for which we can not tolerate on-line), |
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### Overall system error handling.
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Compass utilizes best in practice error handling for both software and hardware. For Software level errors, the system automatically captures the source line # and a traceback (stack) of the error and creates a ticket/case in our trouble ticketing system. Additionally, if the error happens with a user-facing program, (i.e. the GUI interface), then Compass will also capture a screenshot of the users desktop (just the compass windows, to minimize privacy issues) and display an error window to the user, prompting for more information, like what they were doing at the time of the error, etc. This information gathered from the users computer and screenshot are then attached to the souce line # and stack trace (traceback) information in our trouble ticketing system. This gives us very detailed and very useful error messages, from backend system failures to end-user facing system errors. For the odd-case where a user-facing issue happens that is not detected as a software error, the client software GUI also allows the user to create a case/ticket in our trouble ticketing system directly from the application. It also takes a screenshot and attaches it along with some other captured environment information to go along with the user-supplied issue information.
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Compass utilizes best in practice error handling for both software and hardware. For Software level errors, the system automatically captures the source line # and a traceback (stack) of the error and creates a ticket/case in our trouble ticketing system. Additionally, if the error happens with a user-facing program, (i.e. the GUI interface), then Compass will also capture a screenshot of the users desktop (just the compass windows, to minimize privacy issues) and display an error window to the user, prompting for more information, like what they were doing at the time of the error, etc. This information gathered from the users computer and screenshot are then attached to the source line # and stack trace (traceback) information in our trouble ticketing system. This gives us very detailed and very useful error messages, from back-end system failures to end-user facing system errors. For the odd-case where a user-facing issue happens that is not detected as a software error, the client software GUI also allows the user to create a case/ticket in our trouble ticketing system directly from the application. It also takes a screenshot and attaches it along with some other captured environment information to go along with the user-supplied issue information.
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Since all issues are tracked in our trouble ticketing system, we of course track and close every single issue. This gives us amazing insight into troubles and issues affecting users.
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Attached are 2 screenshots from our ticketing system showing some examples of the data collected on errors.
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* Case 62556 is an example of a backend process crashing.
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* Case 62556 is an example of a back-end process crashing.
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* Case 62686 is an example of a user-facing process crashing. The black bars are added after the fact to remove anything that might be potentially sensitive. You will note we include a link in the case to our logs system, which when clicked will take the developer/trouble-shooter to the log entries from the server side that relate to this case. The screenshot of the user desktop is a 1920 × 1017 pixels PNG image.
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* Case 62686 is an example of a user-facing process crashing. The redacted areas are added after the fact to remove anything that might be potentially sensitive. You will note we include a link in the case to our logs system, which when clicked will take the developer/trouble-shooter to the log entries from the server side that relate to this case. The screenshot of the user desktop is a 1920 × 1017 pixels PNG image.
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