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JDOXService Desk Reference

JDOX Service Desk Triage Guide

First-line questions and routing guidance for JDOX-related support tickets. The goal is to ask a few structured questions, rule out simple user-side issues, and route each ticket to the correct team.

How to use this guide
  1. 1Ask the initial questions first.
  2. 2Select the scenario that best matches the user's issue in the decision matrix.
  3. 3Route the ticket using the recommended support outcome.
Quick classify
SymptomFirst route
JD Edwards not workingPartner Support
JDOX error or blank viewerJDOX Support
One user / browser / device issueCustomer internal issue
User searched wrong / document not uploadedNo issue / user guidance

A fast first guess. Use the decision matrix below to confirm and capture details.

Step 1

Triage outcomes

Every ticket should be assigned to one of these four categories.

Guidance

No issue / user guidance

The system behaves as expected, but the user needs clarification or process guidance.

Customer

Customer internal issue

The issue relates to customer-side setup, device, browser, network, user process, or internal permissions.

Partner

Partner Support

The issue relates to JD Edwards access, security, configuration, application context, the integration boundary, or Managed Services ownership.

JDOX

JDOX Support

The issue appears to relate to the JDOX application, viewer, upload, metadata, search, indexing, document processing, or JDOX-specific errors.

Step 2

Initial questions for every JDOX ticket

Start by collecting this basic information from the user.

  • View an existing document
  • Upload or attach a new document
  • Search for a document
  • Open the JDOX viewer
  • Add or change metadata
  • Use document classification or AI-assisted processing
  • Access JDOX from a JD Edwards screen

  • JD Edwards environment (Production, Test, Development, etc.)
  • JD Edwards application or screen
  • Related transaction or master data record
  • Sales order, purchase order, invoice, customer, supplier, item, work order, or other reference

Capture the exact symptom. Ask for a screenshot where possible.

  • Error message
  • Blank screen
  • Document not found
  • Upload failed
  • Access denied
  • Wrong document displayed
  • Search result missing
  • JDOX does not open
  • Performance issue
  • Other unexpected behaviour

  • Has this ever worked for this user?
  • Did it work earlier today or earlier this week?
  • Is this the first time the user is using JDOX?
  • Does the issue occur for one document only, or for all documents?

  • One user
  • Multiple users
  • One department, role, location, or business unit
Step 3

Triage decision matrix

Expand the scenario that matches the report to see the questions to ask and the recommended route.

Step 4

Minimum information required before assignment

Every JDOX-related ticket should include the following before it is routed.

  • User name and user ID
  • Contact details
  • JD Edwards environment
  • JD Edwards application or screen
  • Business reference number, if applicable
  • Description of what the user was trying to do
  • Exact error message, if any
  • Screenshot, if available
  • Date and time of the issue
  • Whether the issue affects one user or multiple users
  • Whether the issue is reproducible
  • Any recent changes known by the user
Reference

Routing summary

A quick reference for when to choose each route.

No issue / user guidance

Use this when:

  • The user is using an incorrect search or filter
  • The document was not uploaded yet
  • The user is looking in the wrong JD Edwards record
  • The file type or file size is not supported
  • The behaviour is expected based on the agreed process
Customer internal issue

Use this when:

  • The issue is related to the user's device, browser, network, or local setup
  • The user's internal role or business process is unclear
  • The document was attached to the wrong record by a business user
  • Metadata was entered incorrectly by the business
  • Only one user is affected and there is no clear application error
Partner Support

Use this when:

  • The issue relates to JD Edwards access or security
  • JD Edwards is unavailable or not working correctly
  • The issue depends on a JD Edwards application, screen, transaction, or configuration
  • JD Edwards appears to pass incorrect context to JDOX
  • Managed Services needs to validate call logging, assignment, or operational ownership
  • The issue is unclear and may involve the JD Edwards / JDOX integration boundary
JDOX Support

Use this when:

  • JDOX does not open despite JD Edwards working
  • The JDOX viewer shows an error or blank screen
  • Document upload fails inside JDOX
  • Search, metadata, indexing, or classification does not behave as expected
  • Documents are not displayed despite correct JD Edwards context and permissions
  • JDOX-specific errors occur
  • Multiple users are affected while JD Edwards itself is functioning normally
Reference

Recommended Service Desk script

Use this script when a user contacts the Service Desk about JDOX, then classify the ticket based on the answers.

Agent script

Thank you. I'll capture a few details so we can route this correctly.

Can you please tell me what you were trying to do in JDOX: view, upload, search, or something else?

Which JD Edwards environment and screen were you using?

Which order, invoice, customer, supplier, item, or other business reference does this relate to?

What exactly happened? Did you receive an error message or see a blank screen?

Has this worked for you before?

Is this only affecting you, or are other users affected as well?

Can you please provide a screenshot of the error or unexpected result?

Classify as:No issue / user guidanceCustomer internal issuePartner SupportJDOX Support