A new view or option under "Dimensions" that allows Support to right-click and debug affected applications, services, and microservices

Problem Description
Who is affected:
Support engineers, SREs, and operations teams managing complex application environments.

Current process:
Status visibility is fragmented across tools.
Troubleshooting requires manual data gathering and environment replication.
Debugging often involves sending sanitized datasets or deploying onsite resources.

Why it's problematic:
Increases Time to Resolution (TTR) and operational costs.
Creates inefficiencies and risks in handling sensitive data.
Reduces customer trust and satisfaction due to slow, manual processes.

Proposed Solution
Topology View:

• Display all running applications, services, and microservices in a color-coded topology (green/yellow/red).

• Enable node selection to show connected and affected services.

Support Integration:

• Right-click on a node to initiate a support ticket.

• Automatically gather diagnostic data (“must-gathers”) for affected components.

Debug Mode:

• Provide restricted, read-only debug access for support engineers directly in the customer environment.

• Ensure secure handling of sensitive data during troubleshooting.

Additional Features:

• Audit trails for all actions.

• Role-based access control for debug mode.

• Integration with ITSM systems for ticketing workflows.

Customer Impact / Business Value
Reduced TTR: Faster identification and resolution of issues.
Resource Efficiency: Eliminates need for environment replication and onsite visits.
Data Security: Debugging occurs in the client environment, reducing risk of data leakage.
Cost Savings: Lower operational and travel expenses.
Customer Satisfaction: Active engagement and faster resolution build trust.

Pilot or Validation Context
Customer feedback requesting real-time visibility and integrated support workflows.
Aligns with IBM’s goal to deliver proactive, secure, and efficient support experiences.

Key Functional Requirements
Real-time topology visualization with color-coded status
Node-level details and connected services view
Support ticket initiation with automated diagnostic data collection
Secure debug mode with restricted access
ITSM integration for ticketing and workflow automation
Role-based access and audit logging

Metrics for Success
Reduction in Time to Resolution (TTR)
Percentage of support tickets initiated via topology view
Number of debug sessions executed securely
Customer satisfaction scores for support experience
Reduction in onsite troubleshooting costs