DEV – MyWay Level 3 support

When to Add KDB Articles for Resolved Reach-out Cases

The purpose is to improve the entire client support process. By sharing case resolution information in
the SFDC KDB, we will enable level one and two resources to provide more timely assistance to our
clients.

Please use the guidelines below as criteria for creating an article:

 Any case that was caused and can be resolved by workflow

o Even though the case probably shouldn’t have made it to L3 in the first place, there must be a
knowledge gap
o Could be that proper workflow changed from prior release or a new feature is involved
 New product defect issue is added but there is a workflow that will avoid the issue
 New product defect issue is added but there is an upload available to resolve the issue
o This can take the form of an SQL, stored procedure modification or RDL
o BUT must be peer reviewed by another developer
o MUST have been tested on a live client
o MUST have support/resource manager approval
 Same applies to old defect issues for which no article has written
o KDB articles may be searched from the SFDC sidebar

Keep articles concise. Below is an example:

https://ssl.salesforce.com/50100000000BZRC

Error Message:
Patient Account message: "You must enter a value into the field Insurance Type"
 
You should know:
This error happens to clients after going to 8.3.  Situation is Medicare secondary with no insurance type value and some
other insurance Primary, on an account period that is past. The user attempts to add new insurance or modify insurance in
the active account period, and gets message "You must enter a value into the field Insurance Type" but doesn't realize
the message is about an inactive period.
 
Defect MWDEF-860 added for this.  Work around is to click on the inactive periods until you find the ones with secondary
Medicare and fill in the insurance type field.

Copyright © 2010 Allscripts-Misys Healthcare Solutions, Inc - Private & Confidential Rob Dunbar -. 1
Directions for creating KDB articles from a Reach Out case:
1. Close the case as normal, and select the “Submit to public solutions” check box
2. Change the Knowledge Base Articles Title (if applicable)
3. Enter in the text for the article. (Arial Font size 9 preferred)
4. Select Save (you will be directed back to the case)
5. Once back in the case you will see the new field (attached).
6. Click on the article you have submitted
a. Fill in the article Product as Allscripts MyWay (VERY IMPORTANT)

Reach Out – Page Layout Changes for Knowledge Base Link

Copyright © 2010 Allscripts-Misys Healthcare Solutions, Inc - Private & Confidential Rob Dunbar -. 2