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[WOOMOB-1896] Attach full application logs as a file to Zendesk support tickets #16263

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[WOOMOB-1896] Attach full application logs as a file to Zendesk support tickets #16263

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0328c27
Attach full application logs as a file to Zendesk support tickets
AdamGrzybkowski Jul 15, 2026
4d20ad7
Guard log upload with timeout and read device logs once
AdamGrzybkowski Jul 15, 2026
5a4f2fa
Make attachment file preparation best-effort
AdamGrzybkowski Jul 17, 2026
5740e33
Attach connectivity diagnostic log when contacting support via AI chat
AdamGrzybkowski Jul 17, 2026
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4 changes: 3 additions & 1 deletion ...e/src/main/kotlin/com/woocommerce/android/support/zendesk/ZendeskEnvironmentDataSource.kt
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Original file line number Diff line number Diff line change
Expand Up @@ -48,7 +48,9 @@ class ZendeskEnvironmentDataSource @Inject constructor() {
"${selectedSite.hostURL} (${selectedSite.stateLogInformation})"
} ?: unknownHostValue

suspend fun getDeviceLogs() = WooLog.getCurrentLogEntries().joinToString("\n").takeLast(maxLogfileLength)
suspend fun getFullDeviceLogs() = WooLog.getCurrentLogEntries().joinToString("\n")

fun trimDeviceLogs(logs: String) = logs.takeLast(maxLogfileLength)

private val SiteModel.hostURL: String
get() = UrlUtils.removeScheme(url)
Expand Down
68 changes: 40 additions & 28 deletions ...mmerce/src/main/kotlin/com/woocommerce/android/support/zendesk/ZendeskTicketRepository.kt
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Expand Up @@ -5,6 +5,7 @@ import android.os.Parcelable
import com.woocommerce.android.applicationpasswords.IsAppPasswordsSupportedForJetpackSite
import com.woocommerce.android.extensions.formatResult
import com.woocommerce.android.support.help.HelpOrigin
import com.woocommerce.android.support.zendesk.RequestConstants.APPLICATION_LOG_FILENAME
import com.woocommerce.android.support.zendesk.RequestConstants.DIAGNOSTIC_LOG_FILENAME
import com.woocommerce.android.support.zendesk.RequestConstants.requestCreationIdentityNotSetErrorMessage
import com.woocommerce.android.support.zendesk.RequestConstants.requestCreationTimeoutErrorMessage
Expand All @@ -25,6 +26,7 @@ import kotlinx.coroutines.flow.flowOn
import kotlinx.coroutines.launch
import kotlinx.coroutines.suspendCancellableCoroutine
import kotlinx.coroutines.withContext
import kotlinx.coroutines.withTimeoutOrNull
import kotlinx.parcelize.Parcelize
import org.wordpress.android.fluxc.model.SiteModel
import org.wordpress.android.fluxc.store.SiteStore
Expand Down Expand Up @@ -70,11 +72,12 @@ class ZendeskTicketRepository @Inject constructor(

val ssr: String? = selectedSite?.let { fetchSSR(it) }

val attachmentTokens = if (diagnosticLog != null) {
listOfNotNull(uploadDiagnosticLog(diagnosticLog))
} else {
emptyList()
}
val deviceLogs = envDataSource.getFullDeviceLogs()

val attachmentTokens = listOfNotNull(
diagnosticLog?.let { uploadTextAttachment(DIAGNOSTIC_LOG_FILENAME, it) },
uploadTextAttachment(APPLICATION_LOG_FILENAME, deviceLogs)
)
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AdamGrzybkowski marked this conversation as resolved.

val requestCallback = object : ZendeskCallback<Request>() {
override fun onSuccess(result: Request?) {
Expand Down Expand Up @@ -103,7 +106,8 @@ class ZendeskTicketRepository @Inject constructor(
allSites = siteStore.sites,
selectedSite = selectedSite,
ssr = ssr,
siteAddress = siteAddress
siteAddress = siteAddress,
deviceLogs = deviceLogs
)

this.customFields = buildZendeskCustomFields(zendeskCustomFieldsParams)
Expand All @@ -130,37 +134,42 @@ class ZendeskTicketRepository @Inject constructor(
return result.model?.formatResult()
}

private suspend fun uploadDiagnosticLog(
diagnosticLog: String
private suspend fun uploadTextAttachment(
fileName: String,
content: String
): String? {
val tempFile = withContext(dispatchers.io) {
File.createTempFile(DIAGNOSTIC_LOG_FILENAME, null).also {
it.writeText(diagnosticLog)
File.createTempFile(fileName, null).also {
it.writeText(content)

@JorgeMucientes JorgeMucientes Jul 15, 2026

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Could we also make the local file preparation best-effort? File.createTempFile() and writeText() run before the guarded upload, so an I/O failure—for example, low disk space—would exit the flow before the Zendesk ticket is created. Since the application-log upload now runs for every request, an optional attachment could block contacting support entirely.
Wdyt if we catch file-preparation failures, log them, and continue without the attachment token?

}
}

return try {
suspendCancellableCoroutine { continuation ->
zendeskSettings.uploadProvider?.uploadAttachment(
DIAGNOSTIC_LOG_FILENAME,
tempFile,
"text/plain",
object : ZendeskCallback<UploadResponse>() {
override fun onSuccess(result: UploadResponse?) {
if (continuation.isActive) {
continuation.resume(result?.token)
// Guard against the Zendesk SDK never invoking either callback, which would otherwise
// block ticket creation indefinitely. On timeout we treat it as a failed upload (null).
withTimeoutOrNull(RequestConstants.attachmentUploadTimeout) {
suspendCancellableCoroutine { continuation ->
zendeskSettings.uploadProvider?.uploadAttachment(
fileName,
tempFile,
"text/plain",
object : ZendeskCallback<UploadResponse>() {
override fun onSuccess(result: UploadResponse?) {
if (continuation.isActive) {
continuation.resume(result?.token)
}
}
}

override fun onError(error: ErrorResponse?) {
wooLog.e(WooLog.T.SUPPORT, "Failed to upload diagnostic log")
if (continuation.isActive) {
continuation.resume(null)
override fun onError(error: ErrorResponse?) {
wooLog.e(WooLog.T.SUPPORT, "Failed to upload attachment: $fileName")
if (continuation.isActive) {
continuation.resume(null)
}
}
}
) ?: run {
continuation.resume(null)
}
) ?: run {
continuation.resume(null)
}
}
} finally {
Expand All @@ -177,7 +186,7 @@ class ZendeskTicketRepository @Inject constructor(
CustomField(TicketCustomField.appVersion, envDataSource.generateVersionName(params.context)),
CustomField(TicketCustomField.deviceFreeSpace, envDataSource.totalAvailableMemorySize),
CustomField(TicketCustomField.networkInformation, envDataSource.generateNetworkInformation(params.context)),
CustomField(TicketCustomField.logs, envDataSource.getDeviceLogs()),
CustomField(TicketCustomField.logs, envDataSource.trimDeviceLogs(params.deviceLogs)),
CustomField(TicketCustomField.ssr, params.ssr),
CustomField(TicketCustomField.currentSite, envDataSource.generateHostData(params.selectedSite)),
CustomField(TicketCustomField.sourcePlatform, ZendeskEnvironmentDataSource.sourcePlatform),
Expand Down Expand Up @@ -359,9 +368,11 @@ sealed class ZendeskException(message: String) : Exception(message) {

private object RequestConstants {
const val requestCreationTimeout = 10000L
const val attachmentUploadTimeout = 30000L
const val requestCreationTimeoutErrorMessage = "Request creation timed out"
const val requestCreationIdentityNotSetErrorMessage = "Request creation failed: identity not set"
const val DIAGNOSTIC_LOG_FILENAME = "connectivitytest_log.txt"
const val APPLICATION_LOG_FILENAME = "application_log.txt"
}

private data class ZendeskCustomFieldsParams(
Expand All @@ -370,5 +381,6 @@ private data class ZendeskCustomFieldsParams(
val allSites: List<SiteModel>?,
val selectedSite: SiteModel?,
val ssr: String?,
val siteAddress: String
val siteAddress: String,
val deviceLogs: String
)
158 changes: 157 additions & 1 deletion WooCommerce/src/test/kotlin/com/woocommerce/android/support/ZendeskTicketRepositoryTest.kt
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Expand Up @@ -26,6 +26,7 @@ import org.junit.Test
import org.mockito.kotlin.any
import org.mockito.kotlin.argumentCaptor
import org.mockito.kotlin.doReturn
import org.mockito.kotlin.eq
import org.mockito.kotlin.given
import org.mockito.kotlin.mock
import org.mockito.kotlin.stub
Expand All @@ -40,6 +41,8 @@ import org.wordpress.android.fluxc.store.SiteStore
import zendesk.support.CreateRequest
import zendesk.support.Request
import zendesk.support.RequestProvider
import zendesk.support.UploadProvider
import zendesk.support.UploadResponse

@OptIn(ExperimentalCoroutinesApi::class)
internal class ZendeskTicketRepositoryTest : BaseUnitTest() {
Expand Down Expand Up @@ -728,6 +731,158 @@ internal class ZendeskTicketRepositoryTest : BaseUnitTest() {
assertThat(tags).contains(ZendeskTags.jetpackSiteUsingAppPasswords)
}

@Test
fun `when createRequest is called, then the full device logs are uploaded as an attachment and its token is set`() =
testBlocking {
// given
val expectedToken = "attachment-token"
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val uploadResponse = mock<UploadResponse> { on { token } doReturn expectedToken }
val uploadProvider = mock<UploadProvider>()
given(zendeskSettings.uploadProvider).willReturn(uploadProvider)
val uploadCaptor = argumentCaptor<ZendeskCallback<UploadResponse>>()
val requestCaptor = argumentCaptor<CreateRequest>()

// when
val job = launch {
sut.createRequest(
context = mock(),
origin = HelpOrigin.LOGIN_HELP_NOTIFICATION,
ticketType = TicketType.MobileApp,
selectedSite = null,
subject = "subject",
description = "description",
extraTags = emptyList(),
siteAddress = "siteAddress"
).first()
}

// then
verify(uploadProvider).uploadAttachment(
eq("application_log.txt"),
any(),
eq("text/plain"),
uploadCaptor.capture()
)
uploadCaptor.firstValue.onSuccess(uploadResponse)
advanceUntilIdle()
verify(requestProvider).createRequest(requestCaptor.capture(), any())
job.cancel()

assertThat(requestCaptor.firstValue.attachments).containsExactly(expectedToken)
}

@Test
fun `given the log upload fails, when createRequest is called, then the request is still created without attachments`() =
testBlocking {
// given
val uploadProvider = mock<UploadProvider>()
given(zendeskSettings.uploadProvider).willReturn(uploadProvider)
val uploadCaptor = argumentCaptor<ZendeskCallback<UploadResponse>>()
val requestCaptor = argumentCaptor<CreateRequest>()

// when
val job = launch {
sut.createRequest(
context = mock(),
origin = HelpOrigin.LOGIN_HELP_NOTIFICATION,
ticketType = TicketType.MobileApp,
selectedSite = null,
subject = "subject",
description = "description",
extraTags = emptyList(),
siteAddress = "siteAddress"
).first()
}

// then
verify(uploadProvider).uploadAttachment(any(), any(), any(), uploadCaptor.capture())
uploadCaptor.firstValue.onError(mock())
advanceUntilIdle()
verify(requestProvider).createRequest(requestCaptor.capture(), any())
job.cancel()

assertThat(requestCaptor.firstValue.attachments).isNullOrEmpty()
}

@Test
fun `given the log upload never returns, when createRequest is called, then it times out and creates the request`() =
testBlocking {
// given the upload provider never invokes either callback
val uploadProvider = mock<UploadProvider>()
given(zendeskSettings.uploadProvider).willReturn(uploadProvider)
val requestCaptor = argumentCaptor<CreateRequest>()

// when
val job = launch {
sut.createRequest(
context = mock(),
origin = HelpOrigin.LOGIN_HELP_NOTIFICATION,
ticketType = TicketType.MobileApp,
selectedSite = null,
subject = "subject",
description = "description",
extraTags = emptyList(),
siteAddress = "siteAddress"
).first()
}

// then the upload times out, is treated as no attachment, and the ticket is still created
verify(uploadProvider).uploadAttachment(eq("application_log.txt"), any(), any(), any())
advanceUntilIdle()
verify(requestProvider).createRequest(requestCaptor.capture(), any())
job.cancel()

assertThat(requestCaptor.firstValue.attachments).isNullOrEmpty()
}

@Test
fun `given a diagnostic log, when createRequest is called, then both the diagnostic and full logs are attached`() =
testBlocking {
// given
val diagnosticResponse = mock<UploadResponse> { on { token } doReturn "diagnostic-token" }
val appLogResponse = mock<UploadResponse> { on { token } doReturn "app-log-token" }
val uploadProvider = mock<UploadProvider>()
given(zendeskSettings.uploadProvider).willReturn(uploadProvider)
val uploadCaptor = argumentCaptor<ZendeskCallback<UploadResponse>>()
val requestCaptor = argumentCaptor<CreateRequest>()

// when
val job = launch {
sut.createRequest(
context = mock(),
origin = HelpOrigin.LOGIN_HELP_NOTIFICATION,
ticketType = TicketType.MobileApp,
selectedSite = null,
subject = "subject",
description = "description",
extraTags = emptyList(),
siteAddress = "siteAddress",
diagnosticLog = "diagnostic logs"
).first()
}

// then
verify(uploadProvider).uploadAttachment(
eq("connectivitytest_log.txt"),
any(),
any(),
uploadCaptor.capture()
)
uploadCaptor.firstValue.onSuccess(diagnosticResponse)
verify(uploadProvider).uploadAttachment(
eq("application_log.txt"),
any(),
any(),
uploadCaptor.capture()
)
uploadCaptor.secondValue.onSuccess(appLogResponse)
advanceUntilIdle()
verify(requestProvider).createRequest(requestCaptor.capture(), any())
job.cancel()

assertThat(requestCaptor.firstValue.attachments).containsExactly("diagnostic-token", "app-log-token")
}

private fun createSUT() {
sut = ZendeskTicketRepository(
zendeskSettings = zendeskSettings,
Expand All @@ -743,7 +898,8 @@ internal class ZendeskTicketRepositoryTest : BaseUnitTest() {
private fun mockEnvDataSource() = mock<ZendeskEnvironmentDataSource> {
on { totalAvailableMemorySize } doReturn "100"
on { deviceLanguage } doReturn "testLanguage"
on { getDeviceLogs() } doReturn "logs"
on { getFullDeviceLogs() } doReturn "full logs"
on { trimDeviceLogs(any()) } doReturn "logs"
on { generateVersionName(any()) } doReturn "version"
on { generateNetworkInformation(any()) } doReturn "networkInfo"
on { generateCombinedLogInformationOfSites(any()) } doReturn "sitesInfo"
Expand Down
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