Get Help and Follow a Support Issue

Ask the System Champion first

1. Show the System Champion where the problem happened.
2. Explain what you expected and what happened instead.
3. Let the Champion check the guide, clinic setup and user access.
4. Continue with a ticket only when the Champion cannot resolve the problem.

Tip: Urgent clinical or patient-safety concerns still follow the clinic’s immediate clinical escalation process.

Create a clear ticket when needed

1. Open the green help button and select Report an issue.
2. Choose the affected area and review any suggested guide.
3. Explain what the Champion already checked, what you expected and what happened instead.
4. Choose the impact on work and add a reference only when relevant.
5. Send the ticket and follow clinic-visible replies.

Tip: You do not choose Tier 1, 2 or 3. Support staff confirm the allocation.

Communicate with support

1. Open My reported issues from the help button.
2. Open the conversation to read clinic-visible replies or requests for information.
3. Reply with the requested result or reference. Internal investigation notes are not visible to clinic users.
4. When support asks for confirmation, test the original workflow and confirm whether it is fixed. Reopen with a reason if the problem remains.