Every product should have the ability to dump state to a file, using a simple command.

When we find a bug while testing, we type "debug generate dump" at the cli prompt, and configuration info, statistics, logs, and other valuable info is written to a file. We then upload the file to a common server (one directory per bug id), and refer to the file in the bug description. Testers don't have to remember a complex series of commands to record all state information.

If a developer runs across a situation where "if only we had recorded such-and-such" - that can be added to the dump command.

In fact, it's our policy to save the debug dump for every bug report.

CS can tell a customer to run the command and send in the dump file for analysis. (even Radio UserLand has something like this, with the email-config link in the status center)

Make the command work even when the product is really messed up, too.

And if development does not already have this in the product, remind them of it every time they ask for additional information about a reported bug.  8:33:08 PM