Jedox Ideas

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Status Not Planned
Workspace Jedox Platform
Categories Other
Created by Guest
Created on Jul 2, 2019

RELATED IDEAS

Make answers from tickets public

When posting a ticket I often have the feeling that a lot of people must have dealt with the same problem already. It would be good to be able to search the tickets of other customers and the Jedox-Support's reply. That way it would be a lot easier to find solutions to different problems without the need to open new tickets.
  • ADMIN RESPONSE
    Jul 2, 2019
    While we will not directly publish any specific tickets, we do have an initiative to iprove publicly available resources with regards to troubleshooting and frequently asked questions. To be informed about ongoing developments in this area, please subscribe to the Jedox newsletter.
  • Guest
    Reply
    |     Jul 2, 2019
    Most support tickets contain internal or personal data and information. Publication is therefore not possible.
  • Guest
    Reply
    |     Jul 2, 2019
    I think that a lot of tickets could be published without problem. Jedox could add a field in the ticket system where the user can check whether he permits publishing or not. Also it might be possible with a couple of minutes of work to post the problem and solution, in an anonymous fashion, without the user specifics.
  • Guest
    Reply
    |     Jul 2, 2019
    @Andreas Wörner. It should be possible to remove this information or at least add the question and solution to the Knowledge Base as a "FAQ", possible at the bottom of the relevant existing topic. Infor was very good at extending their knowledge based based on support incidents and it was done (mostly) anonymously. Another solution could be to have support re-write the incident and its common solution in a generic way and add it to the Knowledge Base.
  • Guest
    Reply
    |     Jul 2, 2019
    @Andreas Wörner ...this is a self-fulfilling prophecy when a database and logs are always required to solve an issue. Tickets could be marked as private by default anyways.