Creating a New Ticket Help:
Updating a Ticket Help
To access Integrated Clinical Systems, Inc. (ICS) Customer Resource Management (CRM) Portal, you will need to...
1 - Be current and on active maintenance
2 - Have each user registered by an ICS representative
Email: The login ID is the E-Mail address that was registered for you.
Password: When you are first registered in the system, you will be sent a temporary password. Upon first login, you will be prompted to change your password.
If this is your main computer, you can put a checkmark in the "Remember me on this computer" box.
Click the "Sign In" button.
If you are a registered user and can't remember your password, you can click the "Retrieve Password" button which will e-mail you a temporary password.
Please note that once you are logged in, your session will timeout after 1-hour of inactivity so any data you might have started in a ticket will be lost.
If you are still having trouble or need to be registered, please check with your Professional Services Department contact.
Once logged in, click the "Create New Ticket" button which is the fourth menu option on the left hand side navigation pane.
Ticket Subject: Please enter a brief subject/title which will be used to identify your ticket.
Product: Select the base client product you are having a problem with.
Product Version: Select the base client's main version number.
JReview Client Build #: If this ticket is about JReview, enter the base client's build number which is the four digits after the version number and dash. This can be found in the Help / About menu for client.
JReview Server Build #: If this ticket is about JReview, enter the server's build number which is the four digits after the version number and dash. This can be found in the Help / About menu for server.
Customer Priority: Use the following list to determine which selection is appropriate...
Ticket Priority - Description - Response Time:
Low - Viable workaround option. Annoying but not significant impact. Minimal or no functional impact. Cosmetic. - 2.5 Business Days
Medium - Significant scalability issues. Functional impact with unsatisfactory workaround options. - 2 Business Days
High - Crash or abort with a known cause that can avert or work around. Misleading results. Severe functional impact unsatisfactory workaround. - 1.5 Business Days
Very High - Crash or abort with no known cause. Unable to contain or control. Loss/destruction of data. Incorrect numeric/statistical result. Severe functional impact with no workaround. - 1 Business Day
An ICS representative will try to respond back to you acknowledging the ticket within the associated response time. Based on our analysis and classification of the ticket, ICS may set our severity level differently to categorize placement within our workflow. Actual fix times will vary on a case by case basis as to whether the ticket is an issue, bug or feature request and if this can be addressed separately or rolled into an upcoming software release.
Product Area: Use the drop-down to pick the most appropriate product area you are having trouble with.
Database: Use the drop-down to pick which database type you are running against.
Clinical System: Use the drop-down to pick which clinical system you are running against.
IR Server Platform: Use the drop-down to pick which operating system platform the IR Server process is running on.
Internal Customer Tracking ID: This optional field is for your convenience to enter any tracking ID you may use internally to track this ticket with us.
Old Ticket #: Please leave this field blank when creating new tickets. It is there only to display the old ticket number of tickets migrated from our old system.
Description: Please enter the following information in this Description field to help us troubleshoot your ticket...
1 - Is this ticket about an Issue, Bug or Feature Request.
2 - Explain what error or problem you are having.
3 - Please outline the steps leading up to the error so we can try to reproduce it.
Attachments: Please make sure to attach your Trace logs and any screen shots. The file size limit is 10MB per file.
When finished entering data and attachments, click the "Create Ticket" button.
To update an existing ticket within the My Open Tickets section, click "Select" beside the Ticket Number you want to edit. Then click on the "Add a Comment for this Ticket" button which will open the Add New Action pane.
Name: Please enter a brief subject/title which will be used to identify this comment within the ticket.
Description: Please enter any additional information/updates you may have been asked for in this Description field to help us continue to troubleshoot your issue/problem.
Attachments: Please add any additional files requested by ICS to further troubleshoot your problem/issue. The file size limit is 10MB per file.
When finished entering data and attachments, click the "Add Action" button.
If you have fixed the problem yourself and would like to close your ticket, please use the steps above to add a comment to the such, then come back and click the "Close This Ticket" button which will change the Status to "Fixed" and Closed to "True".
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JReview® is a registered trademark of Integrated Clinical Systems, Inc.