Is it advisable to escalate an issue to SailPoint support without checking internal logs?

Escalating an issue to SailPoint support without initially checking internal logs is not advisable because internal logs typically contain critical information about the system's operation leading up to the issue. These logs can provide insights into errors, warnings, and the sequence of events that may have contributed to the problem being experienced.

By reviewing internal logs first, an engineer or support team can often identify the root cause or gather relevant details that could expedite the resolution process. When an issue is escalated with comprehensive information about what has been observed in the logs, it allows SailPoint support to provide a more effective and timely resolution. This proactive step minimizes back-and-forth communication and ensures that the support team has all needed context, which can streamline troubleshooting efforts.