Overview#
When a field user hits a workflow problem during patient care or an operational shift, support should not start with a free-text email and a screenshot sent hours later. The support team needs structured context, and the user needs a clear way to see whether the issue is already known, whether it is being worked, and whether it relates to a specific encounter or device.
The Support Ticketing and Known Issues module provides that in-app support layer. Users can file tickets by category and priority, attach encounter or device context, include screenshots, review their own tickets, and check known issues before raising a duplicate report. It is designed for operational users who need a fast escalation path that still preserves enough detail for support and governance teams to act.
Last Reviewed: 2026-04-17 Last Updated: 2026-04-17
Key Features#
- Structured Ticket Creation: File tickets by category and priority instead of sending unstructured support emails.
- Operational Context Capture: Attach encounter identifiers and device details where they help support teams understand the issue faster.
- Screenshot Attachment Support: Include visual context from the failing screen or workflow.
- My Tickets View: Let users review the status of the tickets they raised without contacting support for an update.
- Known Issues List: Surface active known issues and workarounds so users can self-serve where possible.
- Tenant-Scoped Support View: Keep tickets and known issues relevant to the user's organisation and deployment context.
Use Cases#
- Clinical Workflow Support: A field clinician reports a problem that occurred during a live encounter and includes the encounter context for support review.
- Device-Specific Issue Reporting: A user reports a problem tied to a particular device or handset configuration.
- Training and Adoption Support: A user sees that the issue is already known and follows the published workaround instead of raising a duplicate ticket.
- Support Team Triage: Support staff receive enough context to separate device, training, and technical issues quickly.
Integration#
- Help Center and Knowledge Base: Known issues and workarounds complement the self-service support content layer.
- Mobile and ePCR Workflows: Tickets can be raised from the operational environment where the problem occurred.
- Device and User Context Services: Support teams can interpret tickets alongside the user's deployment and device information.
- Operational Governance: Encounter-linked issues can be reviewed without losing the connection to the affected workflow.
Open Standards#
- OpenID Connect and OAuth 2.0: support access can align with the platform's standard authenticated-user model.
- RFC 8259 JSON: ticket and known-issue payloads can be exchanged in a standard structured format.
- ISO 8601: ticket creation and update times use a standard date-time representation.
- WCAG 2.2: support and issue-reporting surfaces can align with recognised accessibility requirements.