TRUE CARE SYSTEM • TROUBLESHOOTING
Contact Support
Create a Provider-scoped support ticket, attach evidence, approve temporary access, and track resolution.
Troubleshooting may expose workforce information, Provider configuration, PHI, audit data, billing records, payroll information, or technical identifiers. Use minimum-necessary access, redact public evidence, and perform changes only through approved roles and workflows.
Purpose
Create a Provider-scoped support ticket, attach evidence, approve temporary access, and track resolution.
Diagnostic Checklist
Enter a clear subject, category, affected module, priority, and detailed description.
The system automatically assigns a Provider-scoped support ticket number.
Upload relevant redacted screenshots, documents, logs, and error messages.
Provider-authorized users may approve scoped Platform Support access with an expiration time.
Use My Tickets to review status, messages, assigned support staff, and updates.
Approved support and impersonation sessions record start/end, Provider, actor, and material actions.
Recommended Resolution Sequence
- Reproduce the issue using the same Provider, user role, record, date range, and device context.
- Confirm filters, status, account access, Provider scope, effective dates, and related records.
- Capture evidence before changing configuration, data, or code.
- Apply the smallest authorized correction and avoid unrelated changes.
- Retest the original workflow and one related regression workflow.
- Document the cause, correction, validation, and any required follow-up.
When to Escalate
Contact authorized Provider leadership or Platform Support when the issue involves possible cross-provider data, unauthorized PHI access, suspicious login activity, data loss, billing submission risk, payroll impact, medication safety, or a critical production outage.