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If you have not been added to Service Desk, ask the Principal Investigator to submit a ticket on behalf of you. They will need to include the email of the individual that is being added to Service Desk.

Once an individual has been added to the Service Desk, they will receive an email from “mHealth Service Desk” to set up an account.

1. Customer submits a ticket through Service Desk

   1. Fill out every field

2. mHealth updates customer within 24 hours on the ticket submitted

3. mHealth starts researching the ticket

4. mHealth decides which queue the ticket will be assigned

   1. Development queue

   2. Quality Assurance queue

5. mHealth provides updates when Troubleshooting begins

6. mHealth updates the customer with a solution or escalates the ticket

7. If a solution is provide, the ticket is closed

8. If ticket is escalated, it goes into the Development queue

   1. Development team researches ticket

   2. Development team provides a fix

9. Quality Assurance team verifies fix

   1. mHealth notifies customer the ticket is escalated to Release Review for future Releases

      1. If the issue persists after the Release, submit a new ticket

10. Ticket is closed

11. Please submit a new ticket if the issue persists or there are residual questions

There are three (3) categories of tickets to choose from; pick one (1) to categorize the issue.

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After a category is chosen, start detailing the issue in the necessary fields.

• Summary: a simple statement of the issue being submitted.

  • Ex: EMA assessment notifying 2 hours later than expected

• Description: a concise summary of the issue submitted.

  • Be as thorough as possible.

  • If assessments are submitted, include the date(s), time(s), and name(s) of the assessments in question.

Attachment: (Optional).