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Special reminder for Java users
As of our November release, our recommended version of Java for the File Upload Tool and Modality Worklist Reconcile applets is Java version 8 update 151. While our Java applets may run on other versions of Java, PowerShare only guarantees optimal performance when running Java version 8 update 151.
Best practice reminder
We recommend auditing your PowerShare users list on a weekly basis. Be sure to disable any users that should no longer have access (terminated employees, employees no longer needing access to PowerShare).
Have ideas?
We would love to hear your ideas! If you have information about how we could make PowerShare better, please contact Sander Kloet at sander.kloet@nuance.com.
What are eTips and how do I sign up?
PowerShare eTips is a monthly newsletter that contains helpful information about the PowerShare Network, Product Updates, and other exciting news. To sign up, click here.
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This month's eTips
Did you know that you can create your own PowerShare support case?
 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:
- From the Nuance Healthcare Platform select Contact support.
From Ask the community, you can network with your industry colleagues and ask questions and share information.
- From the Contact support list, select Contact PowerShare Support.
The Contact Diagnostics Support page displays.
- Complete all the required fields as indicated by the *.
| *Type
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Select one of:
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| *Case Urgency
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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 PowerShare products:
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| *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:
- 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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Did you know that you can check the status for 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):
- 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.
| All Cases |
Provides a list of all cases. |
| All Closed Cases |
Provides a list of closed/resolved cases. |
| All Open Cases |
Provides a list open cases. |
| Cases Past 7 Days |
Provides a list of cases created in the past 7 days. |
| Recently Viewed |
Provides a list of the cases that were last viewed by the user who is logged in. |
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List View Controls - Lets you resize the column widths to the original view. |
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Display as Table - Lets you view the data in a Table or Kanban view. |
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Refresh - Lets you refresh the case data. |
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Inline Edit - Lets those with permission edit a case. |
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Show Charts - Lets you see charts if available. |
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Show/Hide Filters - Lets those with permission the ability to show/hide filters. |
| 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 name of the queue or agent to which the case is assigned. |
- In the Case column, click the case number of the case for which you want to check 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.
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Did you know that you can request an update on your support cases online?
Requesting an update on your cases (service requests) is as simple as posting a message to your case on the new Nuance Healthcare Support Platform.
To request an update on your case(s):
- From the Nuance Healthcare Support Platform navigation menu, select Cases.
The Cases page displays.
- 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.
- 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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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):
- From the Nuance Healthcare Support Platform navigation menu, select Cases.
The Cases page displays.
- In the Case column, click the case number for which you want an close.
The Case Page displays for the case you selected.
- Click Edit.
The Edit Case page for the case displays.
- From the Status drop-down list, select Closed/Resolved, and then click Save.
The Status of the case now displays Closed/Resolved.
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NOTE: If you do not have access to the features discussed in the month's eTips, please contact support or your outreach coordinator to discuss your current solution features.
NEW: In addition to our live, remote training courses, we now offer training videos that can be viewed on your own schedule. You can access the newly added course recordings (links listed below) and more at Nuance University.
If you do not have a login for Nuance University, use the following steps to create an account and gain immediate access to the courses:
Video: 
