PowerScribe 360 Reporting

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This month's eTips

eTip 1

Did you know that you can create your own Diagnostics Solutions support case?

Included for the Diagnostics Support Solutions, you can create a support case for any of the following products:

• Lung Cancer Screening
• PowerScribe 360 Reporting
• Critical Results
• mPower Clinical Analytics
• ModLink & Advanced Data Integration
• PowerXpress HL7
• Mobile Applications
• Quality Check
• Clinical Guidance

You should always contact support via telephone for emergency support (24x7) for issues requiring immediate assistance. See Contacting Support for telephone contact details.

Once you log into the Nuance Healthcare Support Platform, you can contact us and create your own case if you need Technical Support to solve an issue.

To contact Diagnostics Support and create your own case:

1. From the Nuance Healthcare Support Platform select Contact support.

   

   From Ask the community, you can network with your industry colleagues and ask questions and share information.

2. From the Contact support list, select Diagnostics Support.

   

   The Contact Diagnostics Support page displays.

   

3. Complete all the required fields as indicated by the *.
   
   
   

   Required Fields
   All fields identified by * are required. Notice that the Contact Name automatically fills in with the log in name and the Support Group is assigned.
   *Type	Select one of:
   ​*Case Urgency	Select one of: If you have a down system or a critical issues, please call Nuance Support.
   *Subject	Enter a subject that best describes the case.
   *Product	Select one of the Diagnostics products below: Lung Cancer Screening PowerScribe 360 Reporting Critical Results mPower Clinical Analytics ModLink & Advanced Data Integration PowerXpress HL7 Mobile Applications Quality Check Clinical Guidance
   *Description	Enter a description that best describes the case.
   Version Information	If known, please enter the product version information.
   On Behalf Of	If you are a Partner submitting this case on behalf of your client, please let us know.

   
   

   In this example, the following fields were filled in:

   

4. Click Confirm.

   The Case is opened and a case owner is assigned. You will see a new Case page display with the Details of the Case Information you entered. For example:

   

   You will be contacted by an assigned Technical Support Case Owner.

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eTip 2

Did you know that you can check the status of your support cases online?

Checking the status of your cases (service request) is quick and easy from the new Nuance Healthcare Support Platform.

To check the status of your case(s):

1. From the Nuance Healthcare Support Platform navigation menu, select Cases.
   

   

   The Cases page displays.

   

   From the Cases drop-down, the following views are available:

   
   
   The following tables provide a brief description of the icons and description of the data found on the Cases page.

   Cases All Cases - Views
   List Views	Description
   All Cases	Provides a list of all open and closed cases.
   ​All Closed Cases	Provides a list of closed cases.
   All Open Cases	Provides a list open cases.
   ​Cases Past 7 Days	Provides a list of cases with the status that is open or closed past 7 days.
   Recently Viewed	Provides a list of the cases that were last viewed by the user who is logged in.
   ​Recently Viewed Cases	Provides a view that contains the list of the cases with users who are the contacts of the case.

    

   Cases - Icons
   Icon	Description
   	List View Controls - Lets you resize the column widths to the original view.
   ​	Display as Table - Lets you view the data in a Table or Kanban view.
   	Refresh - Lets you refresh the case data.
   	Inline Edit - Lets those with permission edit a case.
   	Show Charts - Lets you see charts if available.
   ​	Show/Hide Filters - Lets those with permission the ability to show/hide filters.

    

   Cases - Column Data
   Column	Description
   CASE NUMBER	Number assigned to the case. This column can be sorted in ascending or in descending order. You can clip the text to minimize the column size, or wrap the text to view the entire contents of the field.
   ​CONTACT NAME	The person who has been associated as the contact for the case. You can clip the text to minimize the column size, or wrap the text to view the entire contents of the field.
   ACCOUNT NAME	The company name associated with the account number of the case. You can clip the text to minimize the column size, or wrap the text to view the entire contents of the field.
   ​SUBJECT	Description provided about the case.
   STATUS	New - The case is added and in queue to be reviewed and assigned to Technical Support. Re-Opened - The closed case is re-opened. Closed/Resolved - The case is closed and/or resolved.
   ​PRIORITY	System Down - Incidents involving system-wide failures or service disruptions that result in a significant loss of core functionality. High - Incidents involving failures or service degradation that result in a partial loss of core functionality. Generally, High severity incidents result in a partial loss of functionality that does not prevent end-users from utilizing core product functionality. Medium - Incidents which are routine in nature; minor, general, or isolated incidents that typically affect a small number of users, or a single-user; and can be resolved with workarounds, specific steps, or known corrective procedures. Low - Designates routine requests for information or assistance when no service disruption has occurred.
   DATE/TIME OPENED	Displays the date and time the case was created.
   ​CASE OWNER	Displays the case name of the queue or agent to which the case is assigned.

   
   
2. In the Case column, click the case number of the case for which you want a status.

   

   The Case Page displays the case you selected with the Status of the case. In this example, the case has been assigned to a Technical Support agent.

   
   Additional permissions may be required to view more than just your own cases such as cases related to your facilities' accounts and sites.
   

   To request additional case view permissions, please see Available Resources and contact Nuance for assistance.

   You can see the status of your case. In this example, the case has a status of Assigned.

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eTip 3

Did you know that you can request an update of your support cases online?

Requesting an update of your cases (service request) is as simple as posting a message to your case on the new Nuance Healthcare Support Platform.

To request an update of your case(s):

1. From the Nuance Healthcare Support Platform navigation menu, select Cases.

   

   The Cases page displays.

   

2. In the Case column, click the case number for which you want an update.

   The Case Page displays for the case you selected with the Status of the case.

   

3. In the Post section, enter your message requesting an update, and click Share.

   You can also include file attachments.

   

   When posting to the chatter feed, you can @mention someone to cc them on the post. This notifies the @mention-contact named directly of your post.

   

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eTip 4

Did you know that you can close your case online?

If you need to close your case, you can do so from the Nuance Healthcare Support Platform. Closing a case stops all communication to our Technical Support agents.

To close your case(s):

1. From the Nuance Healthcare Support Platform navigation menu, select Cases.

   

   The Cases page displays.

   

2. In the Case column, click the case number for which you want an close.

   The Case Page displays for the case you selected.

   

3. Click Edit.

   The Edit Case page for the case displays.

   

4. From the Status drop-down list, select Closed/Resolved, and then click Save.
   
   

   The Status of the case now displays Closed/Resolved.