IT Support Ticket Creation
Welcome to the IT Support Ticket Creation Tutorial. In this tutorial, we will focus on the process of creating an IT Support Ticket in GoRev.
1 : Navigating to the New Ticket Window
If you encounter any technical difficulties while using GoRev, please create an IT Support Ticket so that the issue can be investigated and resolved by the GoRev IT Support Team. To begin, a GoRev user will have the ability to create a ticket through the New tickets window and the my tickets window. In order to create an IT Support Ticket within the "New Ticket" window, first, begin by clicking on the “New Ticket” button present on the GoRev Homepage toolbar.
2 : Entering a Ticket Subject
Once the New Ticket window becomes visible, please enter a Subject Title for the issue you're experiencing into the “Subject” field in this window.
3 : Entering a Facility
Next please verify the Facility is correct, if not enter the facility name into the “Facilities” field in this window.
4 : Entering a Location
Next please verify the Location is correct, if not enter the location name into the “Locations” field in this window.
5 : Entering a Ticket Description
Next, please enter a Description of your problem into the corresponding field provided.
6 : Attaching a File to the IT Support Ticket
Now, in the event that you would like to attach a file to your IT Support Ticket, please use the “Attach File” button present in the New Ticket window to complete this task.
7 : Issue Preventing Work
Additionally, if the problem you are experiencing prevents you from working, please click on the “This Issue Blocks Work” box present on your screen.
8 : Defining Your Preferred Contact Method
Next, please specify your Preferred Contact Method by selecting the “Email” and/or “Text SMS” option(s) present in the bottom left corner of the New Ticket window.
Note: After you have submitted your IT Support Ticket, the GoRev Support Team will contact you via your Preferred Contact Method or by Commenting on this ticket.
9. Contacting an Authorized Delegate
Please note that the GoRev Support team is unable to assist you with setting up new user accounts, resetting user passwords, or any user based changes. In order to make a user based change, please contact an Authorized Delegate detailed in the list present in the bottom left corner of the new ticket window.
Note: In the instance that you are having difficulty finding the Authorized Delegate you would prefer, please utilize the search field located in the lower right corner of the new ticket window.
10 : IT Support Ticket Submission
Once you have selected your Preferred Contact Method, please submit your IT Support Ticket by clicking on the “Create Ticket” button present on your screen.
11. Navigating to My Tickets
A GoRev user will also have the ability to create a new ticket through the My Tickets window. To begin, please navigate to the My Tickets window by selecting the "My Tickets" button located in the GoRev toolbar.
12. Submitting a Request
In order to create a GoRev IT Support ticket in the My Tickets window, please click on the "Submit a request" button located in the upper right corner of this window.
13. Selecting the type of Request
Please select the type of request you would like to create. "Default Ticket Form" will be used in most cases unless you are requesting a custom report, if so you'll need to select "Custom Report Request Form".
14. Entering a Ticket Subject
Once the new ticket window becomes visible, begin by entering the subject into the provided subject field that describes the issue you are currently experiencing within the GoRev system.
15. Viewing Suggested KnowledgeBase Articles
Based on the subject you enter, GoRev will suggest KnowledgeBase articles that might help you resolve the issue you are experiencing. Simply click on any of the article names to go straight to that KnowledgeBase topic.
16. Entering a Ticket Description
Now, enter a description of the problem you are currently experiencing into the "Description" field provided. When entering a ticket description, please ensure that any example patient accounts or detailed information is included within the ticket description.
17. Entering a GoRev Server Name
Optionally you can also enter your GoRev server name into the field provided.
18. Selecting your Contact Preferences
At this point, you can optionally select your preferred contact method by selecting the Email Contact Preference checkbox or the Phone Contact Preference checkbox located directly under the description box in this window.
19. Setting Request Priority
Next you can optionally set the priority of your request using the Priority selection box.
20. Adding a File
In the event that you would like to add an attachment that further explains the problem you are experiencing, please click on the add files button, or drag and drop a file from the file explorer where your files are located on your computer.
21. Saving the Ticket
Finally, select the "Submit" button located in the bottom left corner of this window to successfully create a GoRev IT Support ticket.
22. Viewing Open Support Tickets
Selecting the My Tickets icon in the GoRev User Interface will open the My Tickets window. From here you can view, track, and comment on all open and solved requests, as well as request that other users from your Organization have submitted. (Depending on client setup)
23. GoRev IT Support Ticket Division Hours
Please note that IT Support Tickets submitted using the New Ticket window are addressed Monday through Friday from 9 am to 5 pm EST.
If you require immediate assistance, please contact our 24/7 GoRev Support Team at 1-(317)-794-3900.
If your issue is not urgent, you, also, have the ability to contact the GoRev Support Team via email at firstname.lastname@example.org
GoRev Support Team
If you have any additional questions or concerns regarding this tutorial, please contact the GoRev Support Team by phone at (317) 794-3900 or by email at email@example.com
Note: Always submit an IT Support Ticket detailing the problem that you are experiencing with this portion of GoRev, if possible, as this will give GoRev Support Agents access to information that will help expedite the resolution of your issue. If you are unsure how to submit an IT Support Ticket in GoRev, please see the IT Support Ticket Creation tutorial for assistance.