Did Solarwinds ask you to "gather diagnostics" before checking if it's a known issue or bug?

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?

Poll Results
  • Yes, Solarwinds Support asked me to "gather diagnostics" when I requested support - before checking if it's a known issue or bug. (62%)
    91/146
  • No, Solarwinds Support did not ask me to "gather diagnostics" when I requested technical support (23%)
    34/146
  • other (14%)
    21/146

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