Collecting information is a big part of customer support. Much of the time spent solving installation and configuration problems is spent collecting the information necessary to identify the problem.
Triage provides a set of tools to automate this process. First, there is Triage Client, which you distribute to your users. Triage Client audits a user's machine configuration and generates an audit report.
But what information should this audit report contain? Every application installs a different set of files, depends on different DLLs, and adds its own registry entries. To handle this, you use Triage Wizard to define an application profile. An application profile determines what information appears in the audit report.
This leaves one final question: given an audit report for a user's machine, how do you identify possible problems with the machine setup? The answer is Triage Analyzer. Triage Analyzer compares an audit report for a user's machine with an audit report for a working installation of the application, and identifies the differences.
| Used By | To | |
|---|---|---|
| Triage Wizard | Support personnel | Build an application profile. |
| Triage Client | Support personnel | Generate a reference audit report for a working installation. |
| End user | Generate an audit report. | |
| Triage Analyzer | Support personnel | Compare a user's audit report with the reference report. |