Contacts/Trouble Reporting

Issue	Contact Method	People Responding
General Functionality Questions	Email or call	Wayne Thompson Kathleen Walchle
New Implementation Requests or Product Demonstrations	Email or Call	Wayne Thompson
Security Requests	SISS Office	Donna Flamion Sue Jarrell
Trouble Reports or System Problems	Users should first contact their Power User .  Power Users should then follow the reporting structure outlined below.  (If issue is critical and Power User is not available, then any user should contact the OIT Help Desk for assistance).	Wayne Thompson, Imaging Project Manager wayne.thompson@duke.edu 919-416-4682, ext 230 Kathleen Walchle, Functional Lead kathleen.walchle@duke.edu 919-416-4682, ext. 231 Donna Flamion, Security donna.flamion@duke.edu 919-416-4682, ext. 221 Sue Jarrell, Security and Operations Support sue.jarrell@duke.edu 919-416-4682, ext. 224 Satina Massey-Bass, Client and Operations Support satina.massey@duke.edu 919-416-4682 ext. 225 Cheryl Ratchford, Operations Support cheryl.ratchford@duke.edu 919-416-4682 ext 226

ImageNow "Power User" Guide to reporting issues/incidents

To aid the recipient in prioritizing your email among the others received, please be sure to include the priority in the subject line of your email.  Identify the priority as one of the following: 

Minor
Normal
Major
Critical
Blocker

Include the following elements in the body of your email:

1. Briefly describe the problem or issue. Include as many specific details as is necessary to illustrate the situation.

2. Identify and explain what you (as the Power User) and others have done to problem-solve the situation.  Provide screen shots as applicable.

3. Identify a projected date by which the problem needs to be resolved.

4. Send the message to siss-imaging@duke.edu

 

Priority	Description	Example	Response Time
Minor	Minor loss of function or other problem with easy workaround. Doesn’t impact work.	Cosmetic problem like misspelled words or misaligned text. Need a somewhat casual question answered.	24 hours
Normal	Affects your work, but not dramatically. Important issue, but there is a workaround.	Can’t complete a routine business process.  Sluggish performance during normal processing. Need advice on setup or procedure.	8 hours
Major	You can work, but are unable to perform a significant piece of your business process. Major loss of function.	Error prevents user from saving data.	2 hours
Critical Call Help Desk     684-2200	You can’t work or cannot perform an extremely time-critical task in Production environment.	Crashes, loss of data, no users can log in, time-critical.	1 hour (escalates every 20 minutes if no response)
Blocker	Use this code to report a system outage outside of the Production environment.	Blocks development and/or testing work on a critical path.	2 hours