Best Practices to Submit a Request to Support

When you submit a request to DrFirst Support, use these best practices:

Who is impacted?

  • E.g., providers, clinical staff, both?
  • Specific users, a specific role, or all users?
    • For specific users, include usernames and NPI numbers.

What product is affected or error message is appearing?

  • Including as many details as possible.
  • E.g., what product you are using, what is the full error message shown on screen, what exact steps did you take that caused this error?
  • Is it occurring only for certain workflows (e.g., only when prescribing from Favorites, for a specific patient(s), for a specific drug, etc.).
  • If error is related to a prescription, enter prescription serial number, e.g., AA-1234567890.
  • Sample request: "Dr. Johnson(sjohnson1) created prescription by going to Favorites, selecting Amoxicillin 500 mg tab from the organization's list of favorites, clicked Send and Print, then got error message 'No prescription found'.

When (date/time)?

  • Approximate date and time of issue allows DrFirst to quickly access logs for that time period.

We always welcome additional information that you can provide. This can include:

  • Anything you already did to try to resolve the issue
  • Changes made recently on your end (e.g., browser update, got new device(s), etc.)
  • Screenshots
  • Recordings
  • For EMR/EHR Partners having data issues, what does your review of the xml data request and response show?

More Troubleshooting Tips

  • Most of our products are browser-based, so try clearing your browser cache and cookies. Learn more here.
  • If your organization made recent site(s) changes, does reverting the change resolve the issue?
  • If there is a single patient, do they have any required fields missing in their record (e.g., all demographic information, medication list data)?
  • Search for help articles on https://help.drfirst.com/hc/en-us



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