Where can I find the Client Support Rapid Reference Sheet?

Date

Subject

Details

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KB vs. Rapid Reference

This Rapid Reference sheet is internal facing to our client support team for tips on our tools.   It is not a Knowledge Base Article (KBA) which is intended to help clients troubleshoot problems or get how-to information.

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Support Info

(877)-202-4971 or support@intelliguardhealth.com

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Ordering Info

orders@intelliguardhealth.com for clients to order; RFID medication tags, RFID tray tags,

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PagerDuty

Commonly referred to as PD. Is a production monitoring system that will send notifications when it is triggered by an event e.g.) supply (refrigerator) goes above or below temp

05/08/25

Escalated status

The escalated status is used when we have turned the solutioning over to another team e.g.) Dev, Implementation or quality.

05/08/25

Time-to-respond metric

The date/time First Response should be > date/time created

05/08/25

PTO calendar

All PTO should be added to the Intelliguard calendar. To add this calendar > calendar icon in left sidebar on outlook > Add Calendar > Add From Directory > Select your Intelliguard account > search intelliguardcalendar@intelliguardhealth.com > Add

05/08/25

Quick Reference Guides

QRGs can be found within the knowledge base for most workflows that happen within the Enterprise system

05/08/25

Closing a ticket

When closing a ticket, be sure to make a case comment stating the problem, root cause and resolution.

05/14/25

3x3x3 rule

Used to close tickets when clients stop responding. To follow-up from a ticket: contact the client over the span of 3 weeks, 3 different times, using 3 different ways of communication (email, direct phone, call facility or someone else at the facility)

05/16/25

Changing time zone in ringcentral

Settings > Phone > extension settings “edit” > user details > settings & permissions > regional settings “Edit”

05/20/25

Intelligence/Insights users

06/27/2025

Pictures before technician

·       When there is an asset that needs a technician sent out for it, PLEASE have the client take a photo or video of the unit with the serial number and ensure that there is an issue that would need the technician sent out.

·       Please see KBA about criteria for sending a tech out and what wording to use to ask the client for pictures and/or videos

06/27/2025

Verbiage for enhancement request responses

·       “Thank you for your enhancement suggestion. It will be shared with our Product Team and taken into consideration if it aligns with our product roadmap. New features and functionality are communicated via the Release Notes that precede each software release.”

07/15/2025

Parent/Child case

·       In the case of an issue that is reported by multiple facilities we will make a parent case.

·       Title Format “Parent Case | Case #’s | Title | JIRA ticket #”

·       There is currently no way for you to associate the cases, we will just have all of the ticket #’s in the title.

07/15/2025

Hotfix Date and   Release Date fields in salesforce

·       Hotfix Date field – Here you will enter in the date for the hotfix (quick patch) for any issue that dev would need to send out a fix for.

·       Release Date – Our normal scheduled “update” date. Fixes could be included in this for specific issues. Usually a group of fixes, enhancement requests and/or updates

9/8/2025

FFF support #

·       833-764-4878

09/08/2025

Sutter remote support

·       Instead of using the BeyondTrust client installed, we will need approval any time we have to remote into a unit. In order to do this, you’ll need to get the user’s name, the facility, and they will have to initiate the remote session by going to support.ig.solutions. After the remote session has completed, you’ll need to send an email to: DLISOpsPharmacyAncillaryApplications@sutterhealth.org

and CC me with who approved the session, what facility, and why you needed to remote in.

10/03/2025

Quality

·       Any Anesthesia Gen 2 must be marked for quality review. Please reassign the ticket to the Quality Team.

10/07/2025

SF clean-up

·       If there is an asset that is removed, mark the status as removed and put an “N/A” at the beginning of the asset name. e.g. “N/A - 2142 - 13" Countertop - St. Joseph's Healthcare”

10/17/2025

P0 – temp excursion

·       If there is a fridge that is going through a temperature excursion, we must immediately try to contact the customer and let them know that they should move the medication to a different fridge and troubleshoot with them.

·       DO NOT PAGE OUT DEV FOR THIS INSTANCE.

12/2/2025

Client Support Channel

1.      (only for Client Support members & Logan Scott)

a.     Always post here before escalating.

b.     Logan will observe for awareness.

c.     Logan will alert us here when he adds important Case Comments to existing tickets.

12/2/2025

User Inactivation

·       After 180 days of inactivity, a user will be deleted out of the enterprise system.