Use Problem Steps Recorder to Better Remotely Troubleshoot
Windows 7 features a new tool called Problem Steps Recorder that end users can use to record reoccurring errors or issues. They can then send the report to the helpdesk or IT staff, which includes screens shots and slideshow, any comments from the user, and system information.
End users can quickly bring up the Problem Steps Recorder by clicking the Start button, entering psr, and hitting Enter. They simply have to click Start Record and replicate their problem or issue. They can hit Add Comment to give you additional information as need. When done they click Stop Record and then are prompted to save the report.
Then they can send you the ZIP compressed file which contains the report, an MHT file which opens in Internet Explorer.