Troubleshooting system using device snapshots

1. An information handling system (IHS) troubleshooting system, comprising:

a customer IHS that is configured to be coupled to a network, wherein the customer IHS includes:

a customer management system that is configured to detect a failure in a managed system and, in response, immediately trigger a device snapshot of the customer IHS, wherein the customer management system includes:

a first management pack that detects the failure and, in response, generates a first log event that indicates the failure; and

a second management pack that detects the first log event indicating the failure and, in response, generates a second log event to trigger the device snapshot;

at least one managed system including a device snapshot engine that is configured, in response to the customer management system triggering the device snapshot of the customer IHS, to immediately create the device snapshot of the customer IHS;

a device snapshot storage that is configured to store the device snapshot of the customer IHS; and

a snapshot communication engine that is configured to send the device snapshot of the customer IHS over the network to a support IHS.

2. The system of claim 1 , wherein the device snapshot engine is configured to create the device snapshot of the customer IHS within 5 seconds of the customer management system detecting the failure in the managed system.

3. The system of claim 1 , further comprising:

an electronic mailbox that includes both the device snapshot storage and the snapshot communication engine.

4. The system of claim 1 , wherein the failure includes a script failure.

5. The system of claim 1 , further comprising:

wherein the customer management system is configured to capture logs of the managed system before and after the detected failure and send the logs of the managed system over the network to the support IHS.

6. The system of claim 1 , wherein the managed system includes:

a third management pack that detects the second log event triggering the device snapshot and, in response, creates the device snapshot and generates a third log event indicating that the device snapshot was created;

wherein the second management pack detects the third log event indicating that the device snapshot was created and, in response, sends the device snapshot to the device snapshot storage.

7. The system of claim 1 , further comprising:

a support IHS that is configured to be coupled to the customer IHS through the network, wherein the support IHS includes:

a customer IHS re-creation engine that is configured to receive the device snapshot of the customer IHS over the network from the snapshot communication engine and load the device snapshot of the customer IHS into a virtual IHS; and

a support IHS management system that is configured manage the virtual IHS such that the failure in the managed system that was detected by the customer management system is replicated for troubleshooting.

8. An information handling system (IHS) troubleshooting system, comprising:

a customer IHS that is configured to be coupled to a network, wherein the customer IHS includes:

at least one managed system including a device snapshot engine that is configured, in response to detecting an unexpected condition, to immediately create a device snapshot of the customer IHS, wherein the at least one managed system includes:

a first management pack that detects the unexpected condition and, in response, creates the device snapshot and generates a first log event that indicates the device snapshot was created;

a customer management system that is in response to determining the device snapshot of the customer IHS has been created, to send the device snapshot to a device snapshot storage, wherein the customer management system includes:

a second management pack that detects the first log event indicating that the device snapshot was created and, in response, sends the device snapshot to the device snapshot storage; and

a snapshot communication engine that is configured to send the device snapshot of the customer IHS over the network to a support IHS.

9. The system of claim 8 , wherein the device snapshot engine is configured create the device snapshot of the customer IHS within 5 seconds of detecting the unexpected condition.

10. The system of claim 8 , further comprising:

an electronic mailbox that includes both the device snapshot storage and the snapshot communication engine.

11. The system of claim 8 , wherein the unexpected condition is detected in response to the execution of a script.

12. The system of claim 8 , further comprising:

wherein the customer management system is configured to capture logs of the managed system before and after the unexpected error and send the logs of the managed system over the network to the support IHS.

13. The system of claim 8 , further comprising:

a support IHS that is configured to be coupled to the customer IHS through the network, wherein the support IHS includes:

a customer IHS re-creation engine that is configured to receive the device snapshot of the customer IHS over the network from the snapshot communication engine and load the device snapshot of the customer IHS into a virtual IHS; and

a support IHS management system that is configured to manage the virtual IHS such that the failure in the managed system that was detected by the customer management system is replicated for troubleshooting.

14. A method for troubleshooting an information handling system (IHS), comprising:

detecting, using a first management pack in a customer management system, a failure in a managed system of a customer IHS and, in response, generating, using the first management pack, a first log event that indicates the failure; and

detecting, using a second management pack in the customer management system, the first log event indicating the failure and, in response, generating, using the second management pack, a second log event to trigger a device snapshot;

in response to generating the second log event to trigger the device snapshot, immediately triggering a device snapshot of the customer IHS;

storing the device snapshot of the customer IHS in a device snapshot storage; and

sending the device snapshot of the customer IHS over a network to a support IHS.

15. The method of claim 14 , further comprising:

receiving the device snapshot of the customer IHS over the network by the support IHS and loading the device snapshot of the customer IHS into a virtual IHS; and

managing the virtual IHS such that the failure in the managed system that was detected is replicated for troubleshooting.

16. The method of claim 14 , wherein the device snapshot of the customer IHS is taken within 5 seconds of detecting the failure in the managed system.

17. The method of claim 14 , further comprising:

detecting, using a third management pack in the managed system, the second log event triggering the device snapshot and, in response, creating, using the third management pack, the device snapshot and generating, using the third management pack, a third log event indicating that the device snapshot was created;

detecting, using the second management pack, the third log event and, in response, sending, using the second management pack, the device snapshot to the device snapshot storage.

18. A method of claim 14 , for troubleshooting an information handling system (IHS), comprising:

detecting, using a first management pack in a managed system, an unexpected condition and, in response, creating, using the first management pack, a device snapshot of a customer IHS and generating, using the first management pack, a first log event that the device snapshot was created;

detecting, using a second management pack in a customer management system, the first log event indicating that the device snapshot was created and, in response, sending, using the second management pack, the device snapshot to the device snapshot storage; and

sending the device snapshot over a network to a support IHS.