Stop the support ping-pong: resolve JD Edwards issues faster with the JD Edwards Error Reporting Plugin
Do you support Oracle JD Edwards users? If so, this scenario will probably sound familiar to you.
A user encounters an error message and contacts the help desk.
You're asking for a screenshot.
Next, the application.
Next, the version.
Next, the steps that led to the error.
And, of course, the context in which the problem arises.
After a few emails, you can finally start investigating the issue.
Sound familiar?
This kind of back-and-forth communication—or, as we call it, "support ping-pong"—doesn't solve any problems. It just takes up an unnecessary amount of time.
The real problem isn't always the error message
Most JD Edwards error messages aren't that difficult to investigate. That is, if you have the right information right away.
The challenge almost always lies in gathering enough context to understand exactly what happened.
Support consultants regularly receive tickets that contain little more than:
“I'm getting an error message.”
And unfortunately, that doesn't help much.
As a result, support teams spend valuable time requesting missing information, when they would rather be working directly on the solution.
Let's be honest: no one is happy about exchanging five emails back and forth before troubleshooting can even begin.
Introducing the Forza JD Edwards Error Reporting Plugin
That is exactly why we developed the JD Edwards Error Reporting Plugin.
Instead of requiring users to manually collect screenshots, application data, and technical information, the plugin does this automatically as soon as an error occurs.
With a single click, the user can generate a complete error report containing all the information a consultant needs to get started right away.
No long explanation.
No missing data.
No support ping-pong.
The result
- Spend less time requesting additional information
- Faster analysis of issues
- Shorter turnaround times for support tickets
- Less frustration for both users and support teams
In our opinion, that's how support should work.
What information is recorded?
The plugin automatically collects the information that support teams typically ask for first when a support ticket is submitted.
As a result, the consultant has all the technical context from the start, without having to gather it step by step.
The result is a more complete support ticket, greater insight into the issue, and a much faster path to a solution.
Because the sooner the right information is available, the easier troubleshooting becomes.
Who is this plugin intended for?
The JD Edwards Error Reporting Plugin is useful for both end users and support teams. With a single click, users can generate a complete error report and share it immediately with their internal IT department or external support partner. This ensures that consultants have the right technical information to investigate the issue right from the start.
Whether your support is organized internally or provided by an external partner, having complete error information from the very first point of contact ensures that everyone can work more efficiently.
The plugin is particularly useful for organizations that:
- want to improve the efficiency of their support process;
- want to reduce the turnaround time for support tickets;
- want to reduce unnecessary communication;
- want to increase user satisfaction;
- Support teams want issues resolved more quickly.
In short: Does it take your users and support team too much time to gather all the necessary information before an issue can be resolved? If so, this plugin was developed with you in mind.
See the plugin in action
The best way to experience the added value is to see the plugin in action.
In the video below, you can see how a complete error report is generated in just a few seconds and immediately shared with the support team.
This allows consultants to focus right away on what really matters: resolving the issue.
Download the JD Edwards Error Reporting Plugin
Do you have a question? We'd be happy to help!
Please contact one of our ERP+ experts
Glen Mendez
IT Architect
