Submitting Tickets to Support

Question -

What information should I supply when submitting a support ticket?

Answer -

Always supply as much useful information as possible. The clearer and more specific your information, the better we can address the concern.

If you are requesting a task be completed,

- Please have the information ready to go and submit the specific request to support describing what you need done.

- What is the task?

- Which environment?

- What area of the system?

Example - "Please load the attached CR update file into IMP and then PROD to update CR Specialties" 

If you are requesting assistance or guidance,

- Describe what you are trying to do. What is your end goal?

- What you have tried thus far?

Example - "I am trying to update the specialties on a list Covered recipients in my site but doing this one record at a time is too cumbersome for the number of records I have to update. How do I go about updating these records in bulk?

- Do you want to jump on a webex? Just let us know and we can schedule one to address your concern in real time.

If you are reporting a bug

- Describe the area of the system you are using, (Spend Tracking, Covered Recipients, Engagements, Contracts, etc.)

- Describe roughly what time of day it was that the issue occurred

- SCREENSHOTS ARE ALWAYS A PLUS

- Which user(s) experienced the issue? Is this impacting all users?

- What actions were being taken in the system when the issue occurred(step by step)?

- What is occurring?

- Are you getting an error message? What is it?

Always describe the issue itself to the best of your ability.

When initially submitting a ticket to the MMIS support desk, providing the most possible information in your message will drastically decrease the amount of time it takes our team to replicate an issue or answer your specific question accurately.

Some things to consider including in your ticket and Re-cap:

• Which Environment is this issue occurring on? Page/site (URL) being accessed when the issue occurred
• Describe the issue you are facing to the best of your ability with steps to reproduce and screenshots of the issue
• Which users are experiencing this? One user/more than one user? If this is impacting multiple users, please be sure to include this information as it speaks to the severity and scope of the issue.
• What steps did the user follow when the issue occurred
• Is this issue Intermittent or consistent? 
• What is the approximate Date and time the issue occurred?
• Does it seem to occur at certain times of the day? Certain days?
• Is the user blocked from moving forward or is there a work around to the issue available?
• What browser is the user accessing the system with? Have you tried other browsers?
• Is this on a mobile device/PC/MAC?
• Has the user cleared their browser cache or refreshed their page recently?
• What version of the browser are they using?

These are guidelines/suggestions and are not applicable to all issues