Improve the mechanism for a user to capture & send logs for support

Expected behavior

A couple of potential improvements exist, and should be evaluated based on time & utility.

• At a minimum, it should be possible to constrain the number of options presented by the current UIActivityViewController by modifying excludedActivityTypes here.
• It should also be possible to transition to use an MFMailComposeViewController. So instead of asking a user to select & share a single log file, they can initiate an email for receipt to the appropriate Zendesk destination. The draft email could include an attachment with all of the logs, SQLite database file, etc. This is admittedly larger effort, and may warrant breaking out into a separate issue.

Actual behavior

Currently when a user is asked to send logs for support, they are presented with the following options to capture the selected log file.

Existing Share Logs appearance

Steps to reproduce the behavior

1. Navigate to Me : Help & Support : Activity Logs
2. Select a given log file
3. Tap the right bar button item to present the existing UIActivityViewController

Tested on [device], iOS [version], WPiOS [version]

Observed on WP 10.4; applicable to to all iOS devices & OS versions.

[frosty]

This is a great idea! In fact, I wonder if we could take it a step further...

The Zendesk SDK includes a method for adding a comment to an existing ticket, including attachments: https://developer.zendesk.com/embeddables/docs/ios/requests#addcomment

We could could potentially provide an 'attach to ticket' action, which checks:

• If the user has a single support issue ticket, send the log as an attachment to that ticket
• If the user has multiple open, allow them to choose a ticket to attach it to

[ScoutHarris]

send the log as an attachment to that ticket

Just to note, the HEs specifically requested we not add the logs as an attachment, as having them in a Zendesk field is easily searchable. If they'd like to allow this option now, that of course is fine. But I think we should get their input on it.

instead of asking a user to select & share a single log file, they can initiate an email for receipt to the appropriate Zendesk destination.

I'd also like HE input here as well.

cc @charliescheer @SiobhyB

@ScoutHarris thank you for this valuable input. I definitely want to make things easier for our HE colleagues. :)

To make sure I understand you, are you expressing concern that an attachment is not searchable? Or perhaps there's a PII risk that I had not fully considered?

My proposal was motivated by the idea that we could share additional detail when an issue is escalated from HE to engineering. Presumably the attachments would make it easier for engineering to debug if we had access to additional data in the app container, etc. To maintain parity, would it be possible to programmatically insert the copied log file information into the same Zendesk field that is being used today?

I thought that the existing Activity Logs entry under Me : Help & Support might become Send Activity Logs, which could both upload the app container as an attachment and potentially populate the field that's currently used to transmit activity log data.

[SiobhyB]

Would this be in addition to the logs that are included in Zendesk's "System Status Report" field when a ticket is created? My only issue would be if that field was changed, as I rely on it quite heavily when going through login-related tickets.

@ScoutHarris are you familiar with how System Status Report is populated? I don't believe this proposed change would conflict, but thought it would be better to double-check.

[ScoutHarris]

Yo @stevebaranski.

To make sure I understand you, are you expressing concern that an attachment is not searchable?

I was channeling the feedback from the HEs when we initially implemented Zendesk. That being, an attachment has to be downloaded and opened. Extra unnecessary steps. This leads into -

are you familiar with how System Status Report is populated?

Why yes, yes I am. 😄 (I know - it's an odd name. It was repurposed.) This is where the automatically attached logs currently go from a mobile app ticket (i.e. we automatically send the user's current log file on every ticket). This was the field decided on by the HEs in lieu of attachments, again for easy access, as @SiobhyB mentioned above.

To be clear, when a user copies the logs and pastes them into a ticket, they do go in the body of ticket, not in the System Status Report field, because they've, well, simply pasted text into the ticket. It may make your eyes bleed, but again, easily searchable.

@stevebaranski I'm simply the messenger here, and clearly not a decision maker. I would just encourage discussions and agreement with HE on these suggested changes to ensure they're not actually harmful. 🙇