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Sounds familiar. On a previous project there was a push from the users that we need to log "everything" (this was never elaborated upon when we asked what to log; just everything), and that we need to store every http request which we refused considering data protection and everything that would entail.
And it was the same thing. User makes a goof, contacts support, support says they need to not goof, user is adamant they did not, then it ends up in our mailbox a week later via some path that allowed them to escalate that we need to check logs to see where we are fucking up and fix it - ie. resend data that didn't go through - without further involvement from the user.
80% of it was their in-house client which gave no feedback when they sent data despite us returning 400 with text or 401.
Mark.
Mark was a support guy who could have been replaced by a robot. Nearly every support request that came in, whether it made sense or not, had a reply saying:
"Thank you for your query, I will escalate with the development team"
...and then I would have a message saying:
"Hi Almond urgent issue case xxx - I think you need to PLEASE CHECK LOGS" (yes, with that capitalisation.)
I'd then look at the case, take 10 seconds to work out the customer had done something stupid when calling our API (often forgetting their authentication details, despite a clear message telling them as such) and tell Mark what the issue was, and how to find it for himself next time. I'd then usually get:
"Thank you but PLEASE CHECK LOGS to see if there is any more info we can provide to customer"
...there would be more back and forth, and then eventually something like the following would reach the customer...
"Very sorry the development team have a major issue they will fix very soon but in the meantime a workaround is (instructions for using authentication details)"
🤦♂️🤦♂️
rant
wk223