DiagnostiX Tool

The DiagnostiX is a powerful software solution designed to streamline the support and development process by providing a comprehensive understanding of the customer environment. This tool helps Support teams and Developers tackle customer issues, enabling them to self-solve obvious problems and significantly reducing the time and effort spent on resolution.

Key features and benefits include:

  • Environment Snapshot: This tool offers a holistic view of the customer environment, capturing essential details such as operating system, hardware specifications, software versions, network configuration, and other relevant parameters. This comprehensive snapshot eliminates the need for back-and-forth communication to gather information, saving valuable time for both support teams and developers.
  • Self-Solve Capabilities: This tool goes beyond just identifying issues; it also provides built-in solutions for common problems. Through a knowledge base of known issues and their resolutions, the tool offers step-by-step guidance to support teams and developers, enabling them to self-solve straightforward issues efficiently. This not only saves time but also empowers the teams to handle a broader range of customer concerns independently.
  • Enhanced Collaboration: This tool acts as a collaborative platform, facilitating seamless communication between support teams and developers. It provides a centralized repository for sharing diagnostic reports, annotated screenshots, log files, and other relevant artifacts. This ensures that all stakeholders have access to the same information, fostering better collaboration and reducing the back-and-forth communication that often delays issue resolution.
  • Early Resolution and Customer Satisfaction: With its comprehensive insights and self-solve capabilities, This tool empowers support teams to resolve customer issues at an earlier stage. By addressing problems swiftly, customer satisfaction levels soar, as frustrations are minimized, and the time taken for issue resolution is significantly reduced. Ultimately, this tool helps support teams deliver exceptional customer service and enhance overall customer experience.
Note: The DiagnostiX.exe utility should be run with Administrator privileges. The DiagnostiX.exe.config, also provided with this utility, can be edited in any text editor (such as Notepad). In this file you can update details like user names, passwords, smtp clients, and so on.

For more information, see article ID 000068924 on the GE Digital Support center: https://digitalsupport.ge.com/s/article/DiagnostiX-Historian-Diagnostic-Report-Tool