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Pearl / HelloPearl

Michael Satterfield
Updated

Apteryx Imaging Support or Apteryx Account Management will forward to Imaging Data Services with macro [Escalations::Data Services::Pearl Ticket]

Pearl will

  1. Submit a ticket via apteryximaging.zendesk.com or email imagingsupport@planetdds.com

    1. subject line must contain “Pearl Data Request” (case insensitive).

    2. (optional) Include/CC organization management team

    3. Include a pdf of the agreement.

      1. This pdf must be fully signed (Customer, PlanetDDS, Pearl)

Apteryx Account Management will

  1. Verify the necessary information (step 1c above) is included on the ticket

    1. If necessary: reply back on ticket requesting clarification or other necessary information/documentation.

    2. Feel free to use the macro [Data Return::Customer Auth Required]

  2. Verify intended end-customer.

  3. Verify If request is for 18 months. If a wider range of data is being requested, clarify on ticket as standard pull is 18 months.

  4. Update ticket subject title to include mutual customer’s site name:

    1. e.g. “customercare.Apteryx.net Pearl Data Request”

  5. Forward ticket to Imaging Data Services team

    1. Feel free to use the macro [Account Management::Fwd to Imaging Data Services]

Imaging Data Services will

  1. Verify intended mutual customer matches ticket information

  2. Perform download of last 18 months of data data using ServiceTool(version 2.2.0 or newer)

  3. Download data using ServiceTool Export command to pull last 18 months (default).

  4. Compress archive using 7-zip with unique password

  5. Upload to OneDrive and share a link to Pearl rep that submitted the ticket

  6. Post public comment with information

  7. Send separate email to Pearl rep that submitted the ticket to include password used for 7-zip archive.

Imaging Data Services will

  1. Verify intended mutual customer

  2. Update Ticket title with sitenamehere.Apteryx.net Data - Pearl

  3. Verify If request is for 18 months. If a wider range of data is being requested, clarify on ticket as standard pull is 18 months.

  4. Verify end customer confirmation is included, request it with macro [Data Return::Customer Auth Required]

  5. Forward to Engineering with macro [Data Return::Fwd to Engineering]

  6. Create And Link Jira Card

    1. Issue Type: Task

    2. Jira Card Title/Summary(e.g.):

      1. Customer Care - UID list required for sitenamehere.Apteryx.net

    3. Jira Card Description(e.g.):

      1. Site:
        sitenamehere.Apteryx.net

      2. Date Range:
        January 1st 2021 until now

Engineering will

  1. Verify customer information associated with request

  2. Supply Imaging Data Services with list of UIDs associated with last 18 months of acquired images.

  3. Return ticket to Imaging Data Services when request is complete

Hanging questions/issues:
How long are we holding onto this data? Solving macro currently says 60 days.

Are we including recipient email address in public comment?

ADFS customers cannot get API access out to Pearl unless they create an account for Pearl within their manifest.

Should we be including site administrator in Data Services' initial response to help jump start the API access?

Is the purpose of doing the data download to reduce initial load on the site’s resources?

If the API is throttled, is this even necessary?

How is Data Services sure that the given customer has an agreement with us?