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Knowledge Base > Support > JSM Incident Tickets: Instructions

JSM Incident Tickets: Instructions

Have an issue? Need to file a bug or work request? The below will guide you through Welkin’s Ticketing System via Jira Service Management. Please find summary of instructions, and examples to get you started with creating support tickets:

Instructions

  1. Navigate to Welkin Health’s support site: https://welkinhealth.atlassian.net/servicedesk/customer/portal/1
  2. Click on “Incident Request”
  3. Summarize the problem: Please try to fill out as much known information on the ticket as possible
  4. First, list the product category (dropdown menu) 
  5. Fill out the environment URL 
  6. Please fill out the number of users affected 
  7. Fill out number of patients affected 
  8. Describe in detail what happened and how it occurred 
  9. Apply your business impact (dropdown menu)
    1. Extensive/Widespread (L1) – A critical business emergency such as a platform outage, and no Welkin user is able to deliver care to patients.
    2. Significant/Large (L2)  – A direct patient care-impacting function is not working correctly, resulting in diminished patient care ability for Welkin users. No workaround is available.
    3. Moderate (L3) – A moderate business impact, non-material functions are malfunctioning or material functions are malfunctioning but there is a workaround available
    4. Minor (L4) – Not affecting immediate patient care.
  10. Define customer urgency (dropdown menu) – these correlate to the above business impact
    1. Critical
    2. High
    3. Medium
    4. Low

** Note there should be no PHI attached to tickets – this should be saved in your secure Customer Dropbox

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Impact Level Definitions

  • L1: Outage – no Welkin users are able to deliver care to patients
  • L2: A direct patient care-impacting function is not working correctly, resulting in diminished patient care ability for Welkin users.  No workaround is available.
  • L3: A direct patient care-impacting or general function is not working correctly, resulting in diminished patient care ability for Welkin users.  A workaround is available.
  • L4: A question, work request, or piece of feedback.

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Ticket Dos and Don’ts 

Ticket Dos:

  • Create a ticket via Welkin’s support site (it’s the only way to submit an issue)
  • Review instructions document before submitting a ticket
  • Include detailed description of issue, be sure to add the steps you took to get there
  • Include accurate description of business impact on ticket
  • Plant to be available for communication, especially for L1 and L2 business impact issues (see above for reference)

Ticket Don’ts:

  • Share PHI or PII directly in ticket
  • Group more than one request in the same ticket, please create a ticket for each issue
  • Submit issues by email to a Welkin employee. Submitting a ticket is the most effective way to get your issue resolved in a timely manner

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Ticket States

  • Open : Welkin Support representative is in the process of providing a response to the latest message
  • Pending : Welkin support representative is waiting on your response.  Auto-closes after 7 business days of no response
  • Work in progress: Engineering or support are working on the issue.
  • Complete / Done:  Issue is marked closed and noted that issue is resolved

Sample Tickets

See two sample ticket submissions below

Sample ticket #1 :

  • Summarize the Problem: 
  • Product Category : Care Portal
  • Environment URL: https://care.stg.welkincloud.io/test/example/patients
  • Number of users affected: All
  • Number of patients affected: 2
  • Describe what happened and how it occurred: I tried creating a patient & even though the button to create a patient is enabled. It does nothing. To reproduce this issue I click on my patients > create > enter patient information> click “create”
  • Business impact: Significant/Large
  • Customer Urgency: High

Sample ticket #2 :

  • Summarize the Problem: Cannot add comments to an open encounter
  • Product Category : Care Portal
  • Environment URL: https://care.stg.welkincloud.io/test/example/patients
  • Number of users affected: All
  • Number of patients affected: All
  • Describe what happened and how it occurred:
  • When adding a comment to an open encounter, the system errors out and tells user to go to Root Page. Steps to reproduce: Go to “instance” > navigate to patient Jane Smith > Create an Encounter > Try to add a comment to the encounter 
  • Business impact: Extensive/Widespread
  • Customer Urgency: Critical

More Questions?
If you have any questions, please email the Customer Success Management team at CSM@welkinhealth.com or contact your Implementation/CSM directly.