Help Us Resolve Your Clinical App Issue

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Below is a detailed breakdown of the Clinical Communication App Support Form, explaining the purpose of each section, why specific questions are included, and how they help in troubleshooting and resolving issues efficiently.

1. Customer & App Information

Purpose:

• Ensures the support team can identify the user and the exact environment where the issue occurred.

Key Insights:

• Name & Email: Essential for follow-up communication.
• Organization/Hospital Name: Helps identify if the issue is user-specific or systemic (e.g., hospital-wide network problems).
• App Version & Device/OS: Critical for diagnosing compatibility issues (e.g., crashes on iOS 17 but not iOS 16).
• First-time occurrence? Determines if the issue is new or recurring.

Why It Matters:

• If multiple users from the same hospital report the same issue, it may indicate a backend integration problem rather than an app bug.
• Older app versions may lack critical patches, so knowing the version helps prioritize updates.

2. Issue Description

Purpose:

• Categorizes the problem and gathers detailed context to replicate or diagnose it.

Key Insights:

• Type of Issue: Helps triage the ticket (e.g., messaging failures go to the chat team, EHR sync issues go to the integration team).
• Exact Error Messages: Developers can search logs for these.
• Consistency of Issue:
• • If intermittent, could be a network or server-side problem.
  • If consistent, likely a bug or misconfiguration.
• Troubleshooting Attempts: Avoids redundant steps (e.g., if the user already reinstalled the app).

Why It Matters:

• A "Notifications Not Working" issue could stem from device settings, app permissions, or backend push notification failures—each requiring a different fix.

3. Connectivity & Permissions Check

Purpose:

• Rules out network-related issues and device permission problems.

Key Insights:

• Wi-Fi vs. Mobile Data: Some hospital networks block certain ports needed for secure messaging.
• Other Apps Working? Confirms if the issue is app-specific or a broader connectivity problem.
• App Permissions: Clinical apps often require camera (for telehealth), microphone, and notifications—missing permissions can break functionality.
• Firewall/VPN Blocking: Common in healthcare settings where IT policies restrict app traffic.

Why It Matters:

• If the app fails only on hospital Wi-Fi, the issue may be IT security policies, not the app itself.

4. Account & Security Issues

Purpose:

• Diagnoses login failures, SSO problems, and authentication errors.

Key Insights:

• SSO vs. Email Login:
• • If SSO fails, the problem may lie with the identity provider (e.g., Azure AD).
  • If email login fails, it could be an account lockout or incorrect credentials.
• MFA Issues: Some users may not realize MFA is required, leading to login failures.
• Multiple Users Affected? Indicates a system-wide outage or misconfiguration.

Why It Matters:

• A hospital switching SSO providers could break logins for all staff until the app’s integration is updated.

5. Data & Integration Issues

Purpose:

• Troubleshoots EHR/EMR sync failures and missing patient data.

Key Insights:

• Which EHR System? Different EHRs (Epic, Cerner) have unique API quirks.
• Recent EHR Updates? An EHR patch might break the app’s integration.
• Missing Data Type: Helps pinpoint if the issue is with labs, prescriptions, or notes.

Why It Matters:

• If Epic’s FHIR API changes, the app may need an update to maintain compatibility.

6. Attachments (Screenshots, Logs, Recordings)

Purpose:

• Provides visual proof and technical logs for faster debugging.

Key Insights:

• Screenshots: Show exact error messages or UI glitches.
• Screen Recordings: Helpful for intermittent bugs (e.g., video call freezing).
• Log Files: Contain timestamps, API errors, and crash reports for developers.

Why It Matters:

• A crash log can reveal if the app fails when accessing the camera, indicating a permission or hardware issue.

7. Additional Notes

Purpose:

• Captures unexpected details that don’t fit elsewhere.

Example Use Cases:

• "Issue started after our hospital migrated to a new VPN."
• "Only happens when switching between Wi-Fi and mobile data."

Important Note:

This section explains why certain fields in this form are marked as required and provides general guidance on how these requirements may support the collection of complete, accurate and relevant information.

Required fields and information-collection obligations may vary depending on your industry, jurisdiction, business operations and intended use of the form. A field marked as required in this template does not necessarily mean that collecting the information is legally mandatory.

Please review each required field to determine whether it is necessary, appropriate and lawful for your particular purpose. Consider applicable privacy, data protection, consent and industry-specific requirements, and consult an appropriately qualified legal, privacy or compliance professional where necessary.

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These are essential for diagnosing and resolving issues efficiently.)

1. Full Name & Email Address

Why Mandatory?

• Support teams must know who is reporting the issue to follow up, verify account details, or escalate if needed.
• Critical for security and compliance (e.g., verifying the user is authorized to access patient data).

2. App Name & Version

Why Mandatory?

• Different app versions may have unique bugs.
• If the user is on an outdated version, the fix may simply be an update.
• Helps developers check known issues in release notes.

3. Device Type & Operating System

Why Mandatory?

• Some bugs only occur on specific devices (e.g., iPhones vs. Android, iOS 16 vs. iOS 17).
• Ensures compatibility checks (e.g., "Does the app support Android 14?").

4. Type of Issue (Dropdown Selection)

Why Mandatory?

• Immediately categorizes the problem (e.g., messaging, login, EHR sync).
• Helps route the ticket to the correct support team (e.g., networking team for connectivity, developers for crashes).

5. Detailed Description of the Problem

Why Mandatory?

• Without context, support cannot reproduce or diagnose the issue.
• Example:
• • Bad: "The app isn’t working."
  • Good: "When I try to send a message to Dr. Smith, it shows ‘Failed to Send’ after 10 seconds. This happens only on hospital Wi-Fi."

6. Internet Connection Type (Wi-Fi/Mobile Data/Hospital Network)

Why Mandatory?

• Clinical apps often fail due to network restrictions (e.g., hospital firewalls blocking ports).
• If the issue only happens on hospital Wi-Fi, the problem may be IT policies, not the app.

7. Have You Tried Troubleshooting Steps? (Yes/No + Details)

Why Mandatory?

• Avoids wasted time on basic fixes (e.g., "Please restart your phone" if the user already did).
• If the user reinstalled the app and the issue persists, it suggests a deeper backend or account problem.

8. Are Other Users in Your Organization Experiencing This? (Yes/No/Don’t Know)

Why Mandatory?

• Identifies systemic vs. isolated issues.
• • Single user? Likely device or account-specific.
  • Entire hospital? Could be an EHR integration outage or server downtime.

9. Screenshot/Error Message (If Applicable)

Why Mandatory (When Possible)?

• Visual proof eliminates guesswork.
• Error messages like "API_504: EHR Connection Timeout" give developers exact clues.