JAIX Support Services - Help us Help You

Overview

Following are basic guidelines for gathering details around issues before engaging with the JAIX Service Desk for support, and seeks to encourage nomination of internal resources and standardization of process and ownership within your organization.

Issue Detail and Context

When seeking assistance from JAIX Service Desk, detail is essential. Without sufficient detail, it becomes difficult to test or diagnose potential causes, often leading to additional communications seeking clarification, and increasing the time taken for resolution.

When submitting a Support enquiry, take time to consider -

• Is the context surrounding the event understood and clear?
  • Explain original intent and what steps were taken prior to the issue occurring
  • Provide JAIX Application area details where the issue took place (e.g. JAIX Freight > Freight > Consignments > Search & List)
  • Provide detail about debtors/creditors/assets, etc. which are impacted or involved with the issue being reported
  • Provide images or example files related to the issue experienced (e.g. POD images, email attachments, etc.)
• What was expected?
  • Explain what has happened and what was expected to happen
• Is this a new issue?
  • Confirm if this issue has been experienced previously, and cite existing ticket numbers if available
• What steps have been taken?
  • Confirm details of any internal investigation undertaken before raising enquiry (.e.g. reviewing of logs, attempted actions to resolve, etc.)

JAIX Exceptions

In the event of application exceptions being encountered, there is an option to 'Show Detail'. Upon clicking this button, it provides a window with basic information regarding the exception and the option to copy the exception text to clipboard.

Once Copy to Clipboard is selected, the full exception can be pasted into the email/ticket enquiry to JAIX (see figure 2).

Screen Captures

Screen Captures provide important detail that is often useful during investigation. Always provide full screen captures. They include additional details such as the version and the Branch/Entity information.

Be sure to highlight key information within the screen capture where appropriate. (see Figure 1)

Subject Matter Experts and Standard Operating Procedures

JAIX provides tools to enable self-reliance and improved knowledge maintenance – consider the JAIX Online Knowledge Base, Live Help and User Manual features. Developing Subject Matter Experts (SME's) within your business and assigning ownership accordingly for internal support services is essential to success.

There are usually staff who use particular areas of the software frequently as part of their role, so consider nominating them as an SME in that area and make them a point of contact for reviewing initial enquiries and issues. Areas within JAIX Software that benefit from having an internal SME include:

• Reports and forms
• Linehaul Freight Operations
• Local Freight Operations
• WMS Operations
• Workshop Operations
• Accounts/Admin Processes

Building and maintaining an internal-centric library of information, supported by SME's within the business who specialize in dedicated areas of the software helps to mitigate risk over time, and reduces costly reliance on JAIX Service Desk.

Use your SME's to standardize work procedures and develop SOP's that make the Administrative and Operational activities clear, repeatable, and simplified.

Similarly, develop internal SOP's for seeking support, and investigating issues that arise when staff use the JAIX ERP. Uniformity in this process helps prevent avoidable scenarios such as duplicate, chargeable tickets with JAIX Service Desk, or unnecessary additional time spent seeking out the basic but important detail.

An example "Seeking JAIX Support" SOP might contain these 5 simple steps: