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Opening a Ticket: Product Issue Escalation Guidance

Based on the issue being experienced, utilize the below template to help expedite processing by our Helpdesk. The template tries to accommodate as many potential scenarios as possible. Please fill in whatever is applicable and add in any additional details that would be useful for the Technical Support teams to troubleshoot the issue.

Remember to include any troubleshooting steps you (or your colleagues) may have performed.

NOTE: If the issue is urgent, the email must be followed up a phone call. The response time of email occurs on FIFO basis so turnaround time for escalation to higher levels in the Medidata organization is not guaranteed.

NOTE: If the issue is occurring between the integration of 2 products, then please fill out as much information for both Products as available. For example, a term is in Rave, but not appearing in Coder. Please fill out the Rave & Coder sections.

Rave

  • What investigation/troubleshooting has been performed by user/client?
  • Study/Site/Subject/Folder/Form/Datapoint
  • Report Name/Parameters
  • Is this a new issue or ongoing? Did the system work previously?
  • Can any colleagues/peers replicate the behavior?
  • Error Message & Screenshot with details expanded
  • Screenshot of location where issue is occurring

iMedidata

  • Affected App
  • Error Message & Screenshot with details expanded
  • Screenshot of location where issue is occurring

Coder

  • Coder Segment
  • Describe the issue that is being experienced (Rave Coder or Coder Rave)
  • If Coder RaveTasks/Browse/Synonyms/Project Registration
  • Study/Site/Subject/Folder/Form/Datapoint/Dictionary
  • Report Name/Parameters/columns/rows
  • Is this a new issue or ongoing? Did the system work previously?
  • Can any colleagues/peers replicate the behavior?
  • Error Message & Screenshot with details expanded
  • Screenshot of location where issue is occurring

Balance

  • Rave version and when the URL was last updated- Needed to determine if Balance Edit checks or CFs should be used.
  • Study/Site/Subject/Folder/Form/Datapoint
  • Is this a new issue or ongoing? Did the system work previously?
  • If dispensation or randomization issue; is this the first subject in the study or site?
  • If dispensation or randomization issue; are there any special characters used in the Study, Site or Subject affected?
  • Has the subject been migrated recently or at all?
  • Can any colleagues/peers replicate the behavior?
  • Error Message & Screenshot with details expanded:
  • Screenshot of location where issue is occurring

Safety Gateway

  • Safety Gateway Segment URL (safety.mdsol.com/<URL>)
  • Case ID(s)
  • Study/Environment/Site/Subject/Folder/Form(s)
  • Is this a new issue or ongoing? Did the system work previously?
  • Have previous cases transmitted successfully?
  • What investigation/troubleshooting has been performed by user/client?
  • Error Message & Screenshot with details expanded
  • Screenshot of location where issue is occurring

CTMS

  • Study/Site/Subject/Visit/CRF
  • Report Name/Report Reference/Parameters
  • Is this a new issue or ongoing? Did the system work previously?
  • Was CTMS (or Rave) recently upgraded?
  • Can any colleagues/peers replicate the behavior?
  • Error Message & Screenshot with details expanded
  • Screenshot of location where issue is occurring

 

 

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