Tips & best practices for Support requests

1. Sign in and select the Submit a request button on the top or bottom of the web page.

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Note: If you're viewing from a mobile phone, click into the main menu (three horizontal lines on the top right corner to see the sign in option. 

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2. Select Get Help? (Note: If you did not sign in you may not see all options).

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3. Scroll to the online form that appears. For token requests, populate fields as follows: 

• How is this impacting your business? Select a severity level (e.g., Moderate) 
• Which product do you need assistance with? Select Electronic Prescribing for Controlled Substances {EPCS Gold}
• What do you need help with today? Select Token Assistance 
• Type of Token Assistance needed 
  • Select New Token if you are requesting a new hard token (also called a key fob) 
  • Select Existing Token if you are experiencing issues with a current token that you use 

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4. Click Submit.

1. Sign in and select the Submit a request button on the top or bottom of the web page.

(click to enlarge)

Note: If you're viewing from a mobile phone, click into the main menu (three horizontal lines on the top right corner to see the sign in option. 

(click to enlarge)

2. Select Get Help? (Note: If you did not sign in you may not see all options).

(click to enlarge)

3. Scroll to the online form that appears. For token requests, populate fields as follows: 

• How is this impacting your business? Select appropriate severity level (e.g., Moderate)
• Which product do you need assistance with? Select appropriate product
• What do you need help with today? Select Account Management
• Account Management Help Type Select Registration - Add new user or practice 
• Type of Registration help needed (appears)
  • To add a user to an existing practice, select Add New User
  • To set up new practice/location, select Add new practice-facility-location

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1. Sign in and select the Submit a request button on the top or bottom of the web page.

(click to enlarge)

Note: If you're viewing from a mobile phone, click into the main menu (three horizontal lines on the top right corner to see the sign in option. 

(click to enlarge)

2. Select Enhancement Request (Note: If you did not sign in you may not see all options).

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3. Scroll to the online form that appears. Complete the fields for the Enhancement Request as follows: 

Note: Do not include any Protected Health Information (PHI) or Personally Identifiable Information (PII) in your submission text or attachments.

• Affected Product(s) Select the appropriate product.
• Enhancement/Change I'm requesting. Describe the enhancement or new functionality. Explain the problem you are trying solve and the workflow or type of users this would help. 
• How much of an impact would this be to your business? Select the appropriate level of impact. 
• Contact me checkbox. Select this if you would like someone to contact you for additional clarification or if you have questions. 
• Attachments (optional): Screenshots, diagrams, etc. may be attached to help describe your request.

3. Click Submit.

• Include the prescription serial number or notification ID for pharmacy messages. Even if you have multiple examples, sharing a few will help our team start their investigation quickly. 
• Escalate prescription issues on the pharmacy side as quickly as possible, in case it's necessary to create a case with the pharmacy vendor. After 10 days since a prescription was sent, DrFirst Support can still perform internal research, but won't be able to escalate the case to the pharmacy vendor for a deeper resolution. 

• Check https://drfirst.statuspage.io/ to see if your issue is related to any ongoing events for your product. 
• Include details and scope for who the issue affects and what the issue consists of. Learn more: Troubleshoot connectivity issues 

For Partners encountering issues or making requests related to API calls, please submit the full XML request and response (preferably in a document application such as Word or Notepad). Even if you have multiple examples, please provide a few to help our support team start their investigation promptly.

• Try clearing your browser cache and cookies. 
• Try reverting your organization's recent site changes. 
• Check if required fields are missing in a patient's record (i.e., demographics, medication list). 
• If you are an end-user accessing our service through an EMR/EHR, contact your EMR/EHR vendor first, as your EMR/EHR vendor may need to reach out to DrFirst on your behalf. 
• Check https://drfirst.statuspage.io/ to see if your issue is related to any ongoing events for your product. 
• Consider CC'ing a DrFirst Account Manager in your request, as needed. 

Providing more detail in the online form may help Support agents troubleshoot your issue faster.

For example: 

• Who was impacted (e.g., providers, clinical staff, specific users vs. specific roles)
• Practice username(s) 
• Users' usernames and NPI numbers, if applicable 
• Product name 
• Full error message (screenshot preferred) and steps you took in the workflow right before it appeared 
• Full prescription serial number (e.g., AA-1234567890) 
• For EMR/EHR Partners having data issues, what does your review of the xml data request and response show? For Partners, if relating to API response, please provide API xml request and response. 
• Approximate date and time issue occurred (so DrFirst can access user logs) 
• Summary of what you've already tried to troubleshoot issue and recent changes to your system 

Note: Though DrFirst's portal protects Protected Health Information (PHI), PHI should always be excluded unless absolutely indispensable for troubleshooting. 

• Ensure your email is not blocking responses from from help.drfirst.com 
• Respond to any 3 emails from an agent for a pending ticket; otherwise your request may be automatically closed due to inactivity