I routinely get asked by Solarwinds support to gather diagnostics (and then jump through the hoops and perform backflips while uploading those through a 3rd party system) before they even check if my issue is a known one, where gathering diagnostics is not needed.
How about you?
Just now, filed a ticket on a known issue. The support tech started asking questions about my environment, and I had to refer back to my original submission twice saying all their questions are already answered in it. Support then was able to reproduce the issue - yet still asked to "gather diagnostics". Why? Their answer: "to advance the case". Why?
Is there a good reason for this rather strange practice?