Based on the issue being experienced, utilize the below template to help expedite processing by our Helpdesk agents. This guide applies if you are opening a ticket (via Submit a Request) or chatting online with an agent using our chatbox in the lower right-hand corner.

These templates try 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 (first in / first out) 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, 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 the location where the issue is occurring

iMedidata

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

Rave RTSM (formerly 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 the location where the issue is occurring

Rave 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 the location where the issue is occurring

Edge 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 the location where the issue is occurring

ADDITIONAL HELPFUL ARTICLES:

• Chat Hours
• Quick Guide: Finding Product Information
• Opening a Ticket: Product Escalation Guidance
• How to Use Your iMedidata Account Number
• General Troubleshooting Articles
• Customer Success Center: Best Practices
• Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up!

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!