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Submitting a Ticket

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You can report bugs or request technical assistance here!

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Help Desk

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Our Support Ticket Process

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If you have not been added to the Service Desk, ask the Principal Investigator to submit a ticket on your behalf

of you

.

They

PI will need to include the email of the individual that is being added to the Service Desk

. An update will be provided on the ticket when mHealth has added the person

.

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

Reference the Insight and Troubleshooting Wiki for common technical issues before submitting a ticket. If you cannot find the issue experienced, please submit a ticket.

If for any reason you forget your login information or where to submit a ticket, you can reference the original set up email or click this link.

Process Overview:
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Submitting a Ticket

  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

Note

If a ticket has been answered by mHealth and the customer has not responded in two (2) Fridays, the ticket will be closed.

 

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titleHow To: Submit a Ticket

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

  • Licensing, Billing, and Other Questions

  • Technical Support

  • Suggest Improvement

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

Note

Fill out every field. If this is not executed properly, mHealth will not process the ticket unless all pertinent information is included.

  • 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.

Info

Do not enter Protected Health Information (PHI)

  • Study Name(s):

    • It is recommended to only include one (1) study per ticket as the solution might be different by the study.

  • Participant ID(s):

    • It is recommended to only include one (1) participant per ticket as the solution might be different for each individual.

  • Environment: describes the technical environment of the participant

    • Phone manufacturer and model.

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      titleEXAMPLE:
      Samsung Galaxy S7

    • Operating System

    • App Version

      • It is helpful to include the app version used when the issue started

  • Attachment: (Optional).

    • Uploading a picture can be helpful in understanding the issue the customer is attempting to describe.

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Report bugs you experience on our Insight app, wiki, or request general technical support here!

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