Forms:
[Apteryx] Support Ticket
[Apteryx] Support Tickets
[Apteryx] Hardware Ticket
[Apteryx] Conversion Ticket
[Apteryx] Data Return Ticket
[Apteryx] Internal Tracking
Fields:
Ticket Reason
Field Option |
Description |
Tag |
|---|---|---|
Modify Settings::XVC/DCV |
Any settings modified in XVCapture or DCV |
modify_settings__xvc/dcv |
Modify Settings::Apteryx Online Capture |
Any settings modified in Apteryx Online Capture |
modify_settings__Apteryx Online Capture |
Modify Settings::Apteryx |
Any settings modified in Apteryx |
modify_settings__xvw |
Modify Settings::DG |
Any settings modified in DataGrabber |
modify_settings__dg |
Training::Modify Workflow |
The technician trained the practice on a better workflow to accomplish their task |
training__modify_workflow |
Training::AdHoc Training |
AdHoc training was conducted for any function of Apteryx products (eg. trained personnel on how to export images, how to submit failed forwards, how to edit patient info, etc.) |
training__adhoc_training |
Training::Additional Training Needed |
Technician or practice needs more training from the Apteryx training team |
training__additional_training_needed |
Registration::Token Conversion |
Technician needs to convert a legacy registration to token, or needs to create a new token license |
registration__token_conversion |
Registration::Token Reset |
Token reset requested |
registration__token_reset |
Registration::Legacy Trial Extension |
Legacy trial extension |
registration__legacy_trial_extension |
Registration::Legacy Registration Reset (Supervisor Approval) |
Legacy registration reset |
registration__legacy_registration_reset |
AI::Pearl |
Issues involving Pearl AI |
ai__pearl |
AI::Overjet |
Issues involving Overjet AI |
ai__overjet |
AI::Videa |
Issues involving Videa AI |
ai__videa |
Bridge::DataGrabber::Data Drill |
DataGrabber data drill configuration |
bridge__datagrabber__data_drill |
Bridge::DataGrabber::Sniffer Definitions |
DataGrabber sniffer definition configuration |
bridge__datagrabber__sniffer_definitions |
Bridge::Cloud 9 Bridge |
Cloud 9 bridge configuration or issue |
bridge__cloud_9_bridge |
Bridge::Denticon Bridge |
Denticon bridge configuration or issue |
bridge__denticon_bridge |
Bridge::3rd Party Bridge |
3rd party bridge configuration or issue |
bridge__3rd_party_bridge |
Missing Images::Converted Images |
Images that were converted are missing |
missing_images__converted_images |
Missing Images::Post Go-Live Images |
Images taken after the conversion has taken place are missing |
missing_images__post_go-live_images |
Environmental::Software |
Environmental software issue (AV, network settings, etc.) |
environmental__software |
Environmental::Hardware |
Environmental hardware issue (HDD failing, USB port broken, etc.) |
environmental__hardware |
General Questions |
General questions |
general_questions |
Development::Defect |
Issue in ticket is a defect |
development__defect |
Development::Feature Request |
Client requested a feature be added to an Apteryx product |
development__feature_request |
Transfer::Sales |
The ticket is being transferred to the Sales team |
transfer__sales |
Transfer::Billing |
The ticket is being transferred to the Accounts Receivable team |
transfer__billing |
Transfer::Account Management |
The ticket is being transferred to the Account Management team |
transfer__account_management |
Transfer::Data Services |
The ticket is being transferred to the Data Services team |
transfer__data_services |
Transfer::Denticon Support |
The ticket is being transferred to the Denticon Support team |
transfer__denticon_support |
Transfer::Cloud 9 Support |
The ticket is being transferred to the Cloud 9 Support team |
transfer__cloud_9_support |
Transfer::Legwork Support |
The ticket is being transferred to the Legwork Support team |
transfer__legwork_support |
Transfer::TSS |
The ticket is being transferred to the Technical Services Support team |
transfer__tss |
Non-Customer Contact |
The ticket was submitted by non-customer |
non-customer_contact |
Image Quality::Apteryx Filters |
Image quality issues that required adjustments to filter options of any Apteryx products to correct (This includes PCFs, RTFs, preferred enhancements, etc.) |
image_quality__apteryx_filters |
Image Quality::Driver Filters |
Image quality issues that required adjustments to driver filter options to correct |
image_quality__driver_filters |
Image Quality::Converted Images |
Image quality issues for converted images |
image_quality__converted_images |
Image Forwarding |
Images failed to forward for any reason |
image_forwarding |
Incorrect DICOM Endpoint |
The practice was setup with the wrong DICOM endpoint |
incorrect_dicom_endpoint |
Trial::Apteryx |
The practice is trialing Apteryx |
trial__xvw |
Trial::AI |
The practice is trialing AI |
trial__ai |
Incomplete Implementations::IQ |
Image quality was not correctly setup by the installation team |
incomplete_implementations__iq |
Incomplete Implementations::Hardware |
Hardware was not correctly setup by the installation team |
incomplete_implementations__hardware |
Incomplete Implementations::Converted Data |
There is confusion about or issues with converted data (This includes practices who have trouble finding images for patients after the conversion prior to data mapping being complete) |
incomplete_implementations__converted_data |
Incomplete Implementations::Incomplete Setup |
All other issues involving steps that were not completed by the installation or implementations team (This includes missed workstations during initial installation, hardware was not set up in some rooms, bridge was missed in some rooms, etc.) |
incomplete_implementations__incomplete_setup |
Self-Hosted Apteryx Site |
Issue is related to a self-hosted Apteryx site |
self-hosted_Apteryx_site |
Hardware::Drivers Missing |
Issue with hardware is due to missing or incorrectly installed drivers |
hardware__drivers_missing |
Hardware::New Device Setup |
Practice requested a new device is setup in Apteryx Online Capture/XVC/DCV |
hardware__new_device_setup |