How to Submit a Help Desk Ticket

Transcription

1 Submitting a Help Desk Ticket Checklist The purpose of this document is to assist local health departments (LHDs) and Children s Developmental Service Agencies (CDSAs) with the process for capturing screenshots and using the Java Console log to assist the DHHS Customer Support Center (CSC) and the HIS Help Desk in troubleshooting your issue. A Help Desk ticket should be created when you experience issues or system generated errors when using HIS. Please note that not all errors are system error messages. For more information about the type of messages that appear in HIS, please see Appendix A. When submitting a ticket to the Help Desk, please submit separate issues on separate Remedy tickets. 1. Document the following information to include in the Help Desk Ticket: A. List the specific criteria used that generates the system error. This includes, but not limited to the following type of information: > Option/Screen Name > Report Name > Client ID/CNDS ID # Only > Program > Service Code > Site > Date Ranges > Batch Name/Number > Practitioner B. Screenshots of the Error Message (if applicable) C. Information within the Error Detail log (if applicable) D. Information within the Java Console log 2. DHHS Customer Support (Tier 1) with a description of the error along with all necessary files to DHHS.Customer.Support.Center@dhhs.nc.gov. If screenshots contain Protected Health Information (PHI), please reference the Communicating PHI with HIS Project Team document located on the HIS Website (Training & System Manuals > Supplemental Documentation). 3. Since various types of tickets are submitted to DHHS Customer Service (i.e., training questions, system issues, etc), if the error is preventing you from performing your job, call the DHHS Customer Service Center ( , option 5) a few minutes after submitting the (step 2) to ensure your was received and a ticket number is assigned to the issue. This will help to expedite the process. Page 1 of 10

2 Screenshot Capture When you request assistance for troubleshooting an issue, you will be required to capture all error messages that display, as well as the Java Console when submitting a ticket. Before you begin capturing information and screenshots to submit to the Help Desk, please verify that the message you received in HIS is a system error message and not a user message (see Appendix A for more information). Here are a few examples of information that will be needed by the HIS Help Desk to troubleshoot HIS issues: 1. View the window or screen that you wish to capture. 2. Do one of the following to copy the active window or screen onto the Clipboard of your computer (This is behind the scenes and you will not see the image until the next steps): a. Press the Alt key and the Print Screen keys at the same time to capture the active window or screen. b. Press the Print Screen key to capture to capture the active window or screen. 3. Open up a Word document or an Select Paste from the Edit menu. 5. Determine if the information contains Protected Health Information (PHI). If the document contains PHI, you should encrypt or password-protect the document before sending to the DHHS Customer Support Center. Please reference the Communicating PHI with HIS Project Team document located on the HIS Website (Training & System Manuals > Supplemental Documentation) for additional information. If the document does not contain PHI, you do not need to encrypt or password protect the information. 6. Save and close the document before you attach it to the the file along with all other needed information to DHHS.Customer.Support.Center@dhhs.nc.gov. Page 2 of 10

3 Error Detail Log Capture When working in HIS, if you experience an error message in HIS, it is important that you capture the information presented in the error message at that time. An Error Detail message will display in a separate window and contain a yellow background. There also may be two tabs in the lower-left hand corner that read Error and Detail. Figure 1: Error Detail message 1. Select the Detail tab within the Error Detail pop-up message (see Figure 2). 2. Using your mouse, highlight the information that displays within the Detail tab. Figure 2: Error Detail message Detail tab 3. With ALL information that displays in the Detail tab highlighted, press and hold down the Ctrl + C keys on your keyboard at the same time to copy the data. IMPORTANT: Do not send a screen shot of the issue as shown in Figure 2. The screenshot only shows part of the error. The Help Desk requires all data within the Detail tab. 4. Open a new, blank Word document. Page 3 of 10

4 5. In the blank Word document, select Edit > Paste from the Menu. NOTE: Information within the Java Console will now display in the Word document. Figure 3: Edit > Paste option from Menu 6. Save the Word document with the Error Detail information. 7. the file along with all other needed information to Page 4 of 10

5 Java Console Log Capture The Java Console provides information about the Java version and any error message that occurs while running an applet or application. When HIS is running on your machine, the Java Console can be enabled from the Windows bar or System Tray that runs along the bottom of your screen. UPDATE: Due to the myavatar settings, you will have to modify basic settings to access your Java Console. 1. Select Start > Control Panel Figure 4: Control Panel from Start Menu 2. From Control Panel, locate your Java icon. Double-click the Java icon. Figure 5: Control Panel Page 5 of 10

6 3. From the Java Control Panel, follow these sub-steps: A) Select the Advanced tab B) Select the + symbol next to Java console C) Select the Show console radio button D) Click the OK button Figure 6: Java Control Panel The next time you access the Avatar application by clicking the Start Avatar button, you will see the Java Console display. Do not close the Java Console. Minimize the Java Console so that you can quickly access it and copy the needed information. Page 6 of 10

7 4. Click the Start Avatar button from the Avatar launch screen. NOTE: If you are in myavatar (HIS), close the application first and then re-open by selecting the Start button from the Avatar launch screen in order to see the Java Console display. Figure 7: Avatar launch screen 5. The Java Console will display in a separate window. The console will REMAIN OPEN. DO NOT CLOSE the Java Console. You can minimize it and keep it in the background. If you do close the Java Console, you will have to repeat step 4. Figure 8: Java Console Page 7 of 10

8 6. At the bottom of the Java Console, you will see three buttons. Select the Copy button. Figure 9: Java Console Copy button 7. In a blank Word document, select Edit > Paste from the Menu. NOTE: Information within the Java Console will now display in the Word document. Figure 10: Java Console Copy button 8. Save the Word document with the Java information. 9. the file along with all other needed information to DHHS.Customer.Support.Center@dhhs.nc.gov. Page 8 of 10

9 Appendix A: User Messages versus System Error Messages In HIS, there are different types of message box prompts that will appear depending on the transaction being processed. There are User messages, Warning messages, Alert messages, System messages and there are System Error messages. HIS User and Warning Messages: The User and Warning messages are displayed to advise the user of a DHHS business rule, which pertains to the transaction and type of data you may be entering in HIS. This is not a system error. These messages are simply for informational purposes to advise the user that a DHHS business rule or even a DSS data integrity rule is note being met. HIS is programmed to check for compliancy of these rules and advise the user that their data-entry is not in compliance with these established business rules. In most scenarios, the system will not allow the user to enter data that does not meet these rules. In a few cases, the user may be able to click ok to the message and continue the transaction with the data entered. Typically these type messages will be seen in the following functional areas of HIS: A. Encounter Recording (business rule compliance) B. Trying to assign a CNDS ID number to a client. C. Appointments and Clinic Scheduling (user may not have authority to schedule appointments for this site) Alert messages: HIS has the ability to display messages to users that are considered Alerts. Alerts must be set up by an individual within your agency. This is not a system error. These are usually client related alerts advising the user of important information about the specific client and are merely for informational purposes only. There are various Alert types that can be set-up for a client. Examples of these Alerts are: A. PHI Warning B. Balance on Account or other financial related alerts C. Scheduling alerts D. Clinical aspects related alerts System Message: You might receive system specific messages occasionally with information about upcoming system maintenance or broadcast announcements pertaining to a specific functionality/report within HIS. This is not a system error. Page 9 of 10

10 System Error Messages: System Error messages are displayed when there is an issue with system processing, which results in an error and in most cases includes a message box that gives error details. These type of messages ARE system errors that need to be reported to the HIS Help Desk. These messages usually contain technical and database related information that does not clearly explain to the user why the problem is occurring. These messages usually include an error log with details that include technical information needed to troubleshoot the error and problem. It is very important for the user to capture screen shots along with the details of the error and any error log information at the time the error is received. Examples of system error messages are: A. System Network Connectivity or time out (this may include Medicaid Eligibility and/or CNDS ID check system interfaces with HIS) B. Database integrity aspects causing a system error message C. Source Code Program logic errors causing a system error message D. Retrieval and printing of Reports causing a system error message. *** End of Document *** Page 10 of 10