Whenever there is a production Issue reported in an application, What is the Ideal process to setup to identify quicker resolution.

Let us say, An user is reporting that he cannot see a set of data that he is supposed to in a scenario.

Or an user complains that the charts that he has doesn't match with his work list which Ideally should.

I want to know and understand how these are validated from prod Support teams all across using Pega.

Note:

Logging in as End User is prohibited on Prod.

Consider that these Scenarios mostly work for most users and most scenarios.