Support Requests

1. From the Dashboard, navigate to the "Support Requests" page.

2. Select the relevant clinic from the drop-down menu in the top left of the screen.

3. Press the "Report Issue" button in the top right corner of the screen.

4. Fill out request:

• Create a new issue: Enter a brief description of the issue. (Be sure that your request does not include PHI)

• Description: Enter more details about your request. (Be sure that your request does not include PHI)

• Priority: Select one of the 3 priorities to assign to your ticket. Please follow these guidelines when selecting the ticket:

  1.  Low- Assign to bugs or issues you experience that may be mildly disruptive (i.e. annoying) but do not prevent you from completing the task you are trying to complete in Beehive.

  2. Medium- Assign to bugs or issues you experience that may intermittently disrupt you from completing a task in Beehive.

  3. High- Assign to bugs or issues you experience that prevent you from completing the task you are trying to accomplish in Beehive.

• Assignee: 

  1. Inter-program requests: All clinic and group level users (i.e. providers, clinic admin, group analysts, & group admin) may assign tickets to each other in Beehive. This is intended as a feature for you to use to resolve Beehive issues and questions within your team. EPI-CAL team members cannot see these tickets. 

  2. Requests for EPI-CAL team: Only group admin may submit tickets outside of their team to a member of the EPI-CAL team (i.e. application admin). This is intended as a safeguard for PHI. If you are not a group-admin level user, you can assign your ticket to your group admin and indicate that you would like them to assign it to your EPI-CAL point person. EPI-CAL team cannot see support requests until a group-admin assigns a ticket to someone at the application admin level. 

5. Press "Create Issue" in the bottom center of the screen.

A video detailing this process is at the bottom of this page.

1. From the Dashboard, navigate to the "Support Requests" page

2. Select the relevant clinic from the drop-down menu in the top left of the screen.

3. Click on the Support Request you wish to resolve.

4. Additional details will appear in a pop-up window.

5. Enter the steps you took to resolve this issue in the "comments" box.

   1. If necessary, change the "Status" drop-down menu to "In Progress" if the issue will take an extended period of time to resolve.

6. Change the "Status" drop-down menu to "Closed."

A video detailing this process is available at the bottom of this page.