Support Tickets: Instructions and Examples

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 – An Extensive emergency, high number of users are unable to use Welkin in any meaningful way
      
   2. Significant/Large – A significant business impact and no workaround is available, some users are unable to use the Integrated Product in any meaningful way, or, material functionality of the Integrated Product is severely restricted in use
      
   3. Moderate – A moderate business impact, non-material functions are malfunctioning or material functions are malfunctioning but there is a workaround available
   4. Minor – Any other issue or question
10. Define customer urgency (dropdown menu) – these correlate to the above business impact
    1. Critical
    2. High
    3. Medium
    4. Low

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.

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

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 4 business days of no response
• Pending Release: When your issue is going to be fixed in the next release
• Work in progress: Engineering or support are working on the issue.

Completed: Issue has been resolved

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.