It is imperative that all incidents are documented. It is this documentation that builds and grows into a knowledge base of your organization's messaging system. With a well-documented knowledge base, messaging operations troubleshooting is often reduced to a simple query of your log system.
The on-duty technicians should keep written records of any interaction with the servers. The log should contain any pertinent details, messages, and observations.
Each day, the daily log report should be mailed to various messaging operations staff and management.