Information to provide when logging a ticket or mailing to support

Information to provide when logging a ticket or mailing to support

This post explains which information should be provided when contacting the support desk.

By sharing the following information upfront, the support team will have everything needed to properly investigate and resolve a reported issue.

Patient identification number
Handling data securely protects the patient's privacy and complies with data protection regulations (for example, GDPR). It also reduces the risk of data breaches and unauthorized access and ensures secure and structured handling of sensitive information.

RecommendedNot recommended
Use only patient IDs for sharing patient-related information.Email patient-sensitive data to the support desk.
Anonymize data whenever possible when describing issues.Include patient names and photos in ticket descriptions.
Follow company policies for handling sensitive data.Share screenshots containing patient names and photos.



Software version and module (optional)

The software version can be found by clicking the info in the application. 

For Manager

For Assistant


Description of the problem (optional)

Describe the problem short in the title.

Steps to reproduce the problem (mandatory

Describe the steps to reproduce the problem so the support specialist is able to follow the steps in order to reproduce the problem. 

NOT: device is not sending data.
BUT: device with serial number XXXX is not sending data.

NOT: I'm unable to prescribe a vaccination for Augustinus Frank.
BUT I'm unable to prescribe product A for patient with ID 12345.

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    • Information to provide when logging a ticket or mailing to support

      This post explains which information should be provided when contacting the support desk. By sharing the following information upfront, the support team will have everything needed to properly investigate and resolve a reported issue. Patient identification