A customer called to say OTPs weren't reaching them. We checked the logs. Every request came in....
A customer called to say OTPs weren't reaching them.
We checked the logs. Every request came in. Every SMS went out. The provider said delivered. Nothing looked broken, which is about the worst state a bug report can be in.
So we asked for a screen recording. Then two days of guessing at timestamps and flipping between two tools that don't share a clock. We found it. It should not have taken two days.
The bug isn't the part I still think about. The two days are.
The seam
It's 2am. A customer complains about something an agent did. The next morning the CEO is already...
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The call came in at 2am. Not a page, an actual support recording, flagged by a customer who said our...
What has to be in the trace for a complaint about yesterday's answer to become a reproducible request today.
Short answer: treat a phone verification attempt as one trace that spans send, delivery, and verify,...
