The ability to request technical or clinical support on your own terms is one of the most popular features in the portal. That said, not everyone has the permission to request support. The request support feature is reserved only for users with Create Case Authorizations. If you do not see the button to request support, it means you can only view information.
How to request support You can request support from the: 1. Home Page 4. Installed Product Details Page When you request support, the system will require that you identify the Installed Product to proceed.
How to request support
You can request support from the:
1. Home Page
4. Installed Product Details Page
When you request support, the system will require that you identify the Installed Product to proceed.
When you indicate (and confirm) that a patient or user was harmed, you will be immediately informed that under this condition a case cannot be created via the portal and asked to contact the Customer Care Solution Center at the specified number. This is to ensure the fastest possible response from an operational and regulatory perspective, as these kinds of situations require very dedicated activities.
The next screen is the Case Detail screen created by your submission. Here you can note the Case Number generated by the system. In this example the box, ‘PHI Data’ is checked, because patient data was entered.
How to cancel a case
It’s not possible to cancel a case. If assistance is no longer needed, click on the button “Add Case Activity” and notate that the ticket should be closed.
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