1. Question
2. Feedback
3. Task
4. Change Request
5. Problem
6. Incident

Question is used to indicate that the request is a question rather than a problem that needs to be solved.

• Examples: 
  • How does a feature/API work?
  • Where can I locate a report? 
  • A feature is grayed out, is there a permission associated?

Feedback is used to indicate that the requester is providing some feedback on a feature without a change request.

Task is used to indicate a request to complete a task related to your environment.

• Examples:
  • Updating or changing configurations
  • Requesting logs
  • Assistance with staging / lab tokens

Change Request is used to indicate a request for a feature change or new feature.

Problem is used to indicate that the requester is having an issue with a product or service that needs to be resolved. Problems can be resolved with a work around.

• Examples:
  • Error messages or feature not working as expected
  • Unable to post Master Service Bills
  • Patient photos not showing

Incident is used to indicate that the requested problem is escalated, financial loss to a client, a compliance issue, or if there is no work around for the issue.

 * Must involve Production data

• Examples:
  • Unable to refresh Production API token
  • Voyage missing/incorrect
  • Manifest missing/incorrect
  • Problem impacting multiple users