Triage: Diagnose.


Product Overview

Triage only needs to exist when the number of support incidents exceeds the capacity of the resources available to verify and work on them. It can ensure efficiencies in being able to resolve the greatest number of relevant incidents at a given cost with appropriate resource.

AX Triage is an important step in formalising this process and making sure the best resource is allocated in a cost and time efficient manner.

AX Triage lets the end user do what they do best: It lets them walk through the system to where they would naturally describe the incident and AX Triage will gather comprehensive data along the way to describe what the user was doing and how the system was reacting.

This ensures that all information necessary to begin investigation and intelligently route the incident, is available to Support from the outset.

It identifies which areas of the system where used and formalises the incident submission process and ensures a consistent format for gathering and recording information.

After arrival of the AX Triage Session to the support desk, in a short time you can determine which layers were used and decide who are the best resources to handle it:

-any consultant (if only Microsoft-delivered code was used)
-appropriate consultants (some verticals or add-ons)
-developer (problem is of a technical nature)
-particular developer or consultant (BUS, CUS or USR layers used)

VAR and ISV organisations can make more effective use of support resources:

-avoid developers investigating incidents when it should be a consultant:

I'm sure you've heard: "Sorry, took me 2hrs to debug this, but it's just how the standard system works", or "It should not have been assigned to me in the first place."

-avoid consultants wasting time where customisations have affected the outcome:

Again I'm sure you have heard: "Sorry, I spent half a day setting it up, but it works in standard system with same configuration!"


  • Support can see the user's actual actions.
  • Formalised way of receiving/analysing cases
  • Identify AX layers used
  • Identify objects and methods used
  • Identify lines of code executed
  • Effective prioritisation and classification of cases
  • Assign to appropriate resources efficiently


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