Requests from Pearl
For Pearl requests see see Pearl / HelloPearl
Customer requesting Copy of Data
Current ticket Assignee will
If Fuse site use Macro ‘Escalations > Data Services > Fuse Data Return’
Use macro ‘Escalations > Data Services > Data Return’
Apteryx Account Management will
Assist with billing handling
(if necessary) determine a date range of the extract and document it on the ticket in a private note
Ensure data recipient provides valid email address to receive the links to download on the ticket
Assign the ticket to Imaging Data Services Group
Imaging Data Services will
Verify intended mutual customer matches ticket information
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For unspecified data returns or if the customer is offboarding, perform full extract using ServiceTool(version 2.2.0 or newer)
Or pull based on customer/Account Mgmt request as long as it’s possible and is a function of the ServiceTool.
Compress archive(s) (249GB max) using 7-zip with unique password
Upload to OneDrive and use share function to send link to email provided by recipient
Post public comment with information and mark ticket solved and include password used for 7-zip archive(s).
Account Management: How to determine if a customer is to be billed
This information is for Account Management only.
Verify Booking date on office’s account.
Typically customers that signed before 7/1/2021, and Denticon+Apteryx customers are not to be billed.
Migrations from another OEM to another OEM (e.g. Dentiray to Apteryx)
Ensure requester on ticket is a member of the office/org administrative staff.
Use macro
The assignee should be Imaging Data Services Group.
The form type should be [Apteryx] Support Ticket.
Ticket Issue/Reason should be Data Migration.
We recommend ensuring the Implementation Coordinator is included on the list of CCs for tracking.
PGID Splits
PGID splits (OID[s] migrating to separate PGID)
Currently no defined pipeline for:
Misspelled site name
Request for site name change