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Life of a Ticket
28
Resolve
Investigation
Ticket is logged
Issue is reported
Life of Ticket
Millennium First Response
Client Reports Issue
1
Client Calls:
Phone
- Onsite Help Desk
- AMS Support Line
- ITWx Help Desk
Client logs a ticket:
- Via a web portal called eService
Portal
Gather Info
You want to ensure you're gathering appropriate information so that your ticket will be thoroughly documented
Gather Info
Gather Info
- Contact
- Company (Mnemonic)
- Description of Issue
- Contact Information
- Phone
- Site
- Username
- Affected Application
- Impact/Urgency
- GoToAssist
- RescueAssist
Ticket is Logged
in Supportal
2
Triage and Assign
- Use Supportal
- Use the following to determine ownership:
ConnectIT
Triage and Transfer Wiki
- "Who Owns What"
Triage/Assign
Yourself (MSD)
If a client calls into the AMS Support Line and you feel you can resolve the issue, you would assign the ticket directly to yourself in Supportal.
Yourself
(MSD)
FRT Solution Team
Solution
Team
If a client calls into the AMS Support Line with an issue you cannot resolve, you would use ConnectIT or the Wiki to assign to the appropriate FRT Solution Team in Supportal.
Investigation
There are numerous tools used by FRT to troubleshoot client needs.
3
Investigation
Tools
- ConnectIT
- DragonDrop
- Supportal Live Search
- Remedy KBA Search
- SmartAuditor
- MTA
- Solution Reference Pages
- Wiki
- Microsoft Teams Chat
Resolve
4
or Triage to the
next layer
FRT Solution Team
Next layer after MSD
MSD will Triage/Transfer to the appropriate FRT Solution Team if the client is AMS and the ticket cannot be resolved by the MSD Associate.
Transfer On-site
If the issue or client need is not something that can be resolved at Cerner, we will close/transfer the ticket to the appropriate on-site team.
Issue is not owned by Cerner
AMS Production Support
Next layer after Solution Teams
FRT Solution Teams will Triage/Transfer to AMS Prod Support if the client is AMS and the ticket cannot be resolved in First Response.
PowerWorks Tier 3
Client is PWx
FRT Solution Teams will Traige/Transfer to the appropriate PWx Tier 3 team if the client is PowerWorks and the ticket cannot be resolved in First Response.
Transfer On-site
If the issue or client need is not something that can be resolved at Cerner, we will close/transfer the ticket to the appropriate on-site team.
Issue is not owned by Cerner
SolutionWorks Support
AMS Production Support will engage SolutionWorks if necessary.
Next layer after AMS
IP/Dev
Next layer after SWx
If the issue is a defect or enhancement that requires a modification to code, SolutionWorks will engage IP/Dev.