Commvault Support Introduces a New Service: "Log Analyzer"

Good Stuff!

Can you share more details on how this actually works in the backend? Are you using AI for it? What happens to the logs that are send over to Commvault? Are the logs pushed into a RAG solution? Log files contain environmental information like usernames, e-mail addresses, IP addresses and more. What happens to the sensitive data? 

Who receives the reports via mail? The one who triggers the send logs or the mail address that was added as input in the form? 

So currently all cases (as far as I know and have interacted) are handled by a tier 1 that was moved to India and has generated lots of conversations here of a noticeably decline in “quality”, knowledge making tickets take a lot longer to be resolved as well as escalated.

Is this new solution some sort of AI process to log review prior a Tier 1 get the case? Are there specific agents / issues that are recommended to use this new solution? Is this going to be a mandatory path before the case gets addressed by an real person? Can you opt out? Once the report/email is received from this tool, is the ticket considered resolved or will remain open until the customer decides the next step?

Pending answers to ​@Onno van den Berg’s questions, it looks like a great feature for those who are able to share logs. I worry it will further negatively impact the Support experience for environments that cannot share logs, though.

Exciting news! automating log file analysis will save time and reduce the burden on resources, all while providing actionable resolutions faster.

Best Regards,
Mohamed Ramadan
Data Protection Specialist

Thank you for the questions ​@Onno van den Berg 
Can you share more details on how this actually works in the backend? Are you using AI for it? What happens to the logs that are send over to Commvault? Are the logs pushed into a RAG solution? Log files contain environmental information like usernames, e-mail addresses, IP addresses and more. What happens to the sensitive data?
Who receives the reports via mail? The one who triggers the send logs or the mail address that was added as input in the form? 

The automatic log analysis feature is designed to enable customers to analyze the logs for the given job to get a deeper insight on the issue. It helps in solving the issue if they are straight forward or you can open a ticket with the information from this analysis to speed up the ticket processing.

We use a combination of advanced log parsing techniques and AI to process the logs generted for a given job to provide the analysis.

To ensure privacy, we remove sensitive information such as emails and hostnames using a PII redaction algorithm, so no confidential data is exposed. Additionally we use a Commvault Azure subscription to interact with the AI to limit any exposure.

Currently, we are in the Beta phase and actively seeking feedback on how we can improve this feature to enhance your troubleshooting experience.

Participation is optional. The facility is not available if logs cannot be uploaded to Commvault cloud.

The analysis results are sent to the user who initiates the action, as well as the email addresses specified in the input form.

Please send your feedback to eng_cloudloganalysis@commvault.com

We hope this helps! 

Thanks,
Bheemesh

Is this something that could be made available to customers, to allow redaction to occur on premises?

​@Erase4ndReuseMedia The "Scrub log files" option is always available in the Send Log Files dialog for your use. However, please note that enabling this option will render the log files largely unusable for Commvault Engineers, making it difficult to troubleshoot issues effectively. It is advisable to use this option with discretion.

​@dude Thank you for your message.

Is this new solution some sort of AI process to log review prior a Tier 1 get the case? Are there specific agents / issues that are recommended to use this new solution? Is this going to be a mandatory path before the case gets addressed by an real person? Can you opt out? Once the report/email is received from this tool, is the ticket considered resolved or will remain open until the customer decides the next step?

Like I mentioned in my earlier response, this feature is for the customers to be able to troubleshoot and fix minor issues by themselves without having to open a support ticket. This is opt-in, so it is completely up to you to use it. If the analysis is not helpful, then you would go ahead with regular ticket escalation process. This is not a replacement for tier-1 support.

​@Erase4ndReuseMedia 

 I worry it will further negatively impact the Support experience for environments that cannot share logs, though.

This feature is applicable only to the customers who are able to send logfiles to Commvault for troubleshooting. There is no impact to the customers that cannot share the logs.

Unfortunately, the Scrub Log Files option isn’t very effective. 

​@Erase4ndReuseMedia 

Unfortunately, the Scrub Log Files option isn’t very effective. 

Please E-mail me bheemesh@commvault.com the list of entities that are not scrubbed when you used this feature so we can check it out.