Submitting a Service Record in eService - eService Help Pages (2024)

Complete the following steps to log a service record (SR) in eService:

1. OpeneService.
2. If you are affiliated with more than one organization, verify that you are logged in with the correct organization selected from the organization list.
   

3. Select Get Supportunder Support. The SR page opens.
   

   Tip

   You also can selectGet Support from the Support menu to create a new SR.

4. Select one of the following options to identify the type of SR you want to submit:
   1. Functionality Issue:Select this option if you are experiencing a loss in functionality for your solution (such as you received an error message, package failure, or system slowness). The Description box is displayed. Continue to Step 5.
   2. Solution Specific Question:Select this option if you have a question regarding a specific product. The description box is displayed. Continue to Step 5.
   3. System or Configuration Change Request: Select this option if your site is remote hosted and you want to request a change to your system configuration (such as package installs), and skip to Step11.
   4. Business or Cerner Relationship Question:Select this option if you have a general question for Cerner, such as a client invoice, contract, oruCern, and skip to Step 11.

5. Enter the description of your issue. An implemented search for related supporting documentation, such as solution changes (SCs) or knowledge base articles, automatically runs, and the top three results are displayed in the Search Results section. To view more results,continue to Step 6. If you are finished viewing search results,select Continue Submitting Service Recordin the information banner and skip to Step 11.

   Note

   When you select a result, the knowledge base article or SC opens it's own browser tab.

6. SelectView More Results.The Search Results section expands and a list of 10 results is displayed.
7. To filter the search results by solution, enter the solution in the box.
8. To view additional pages of articles, select a number at the top or bottom of the list.
9. If you resolved your issue and no longer need to submit an SR, select Cancel.
10. If your issue is not resolved and you still want to log an SR, select Continue Submitting a Service Recordat the bottom of the results section.
    
11. Enter the following information in the Service Record Information section:
    1. Description: Enter a detailed description of the issue, the reporting user, thesolution name, and any steps that need to be taken re-create the issue.
    2. Title:Enter a brief description of the issue or error message. The title is used by Cernerassociates to identify a possible resolution.

    3. Impact: Select the appropriate impact for your request based on the impact of the issue.

       Impact Level	Description
       Minor/Localized	User service levels are not affected or minimally affected. Procedural or system issues that do not affect patient care. Issues related to non-implemented features. Proposed enhancements to current solution functionality. Example: The Patient Location is displayed on the left of the label when it should be displayed on the right.
       Moderate/Limited	A moderate loss of system functionality or non-critical data recovery where application availability and functionality are moderately impacted. Patient care or financial impact may have occurred. Users have a limited ability to process transactions or access data critical to daily business. Examples: Noticeable performance inefficiencies or incorrect reference ranges are displayed on laboratory reports.
       Significant/Large	Loss of critical systems functionality. Patient care or financial impact has occurred. Users are unable to process transactions or access data critical to daily business. A critical go-live issue where users are unable to process transactions or access data and the system is going live in the next seven business days. Examples: The system is inaccessible for multiple users, incorrect medication dose calculations are displayed, or physician orders are missing in the system.

       Note

       The system scans the Title, Description, and Issue Impact elements for text that is in a common personal health information (PHI) format. A warning message is displayed if text is entered in one of the following formats:

       • The following date formats where the first two groups of numbers are less than or equal to 31:
         • xx/xx/xx
         • xx/xx/xxxx
         • x/x/xx
         • x/x/xxxx
         • xx-xx-xx
         • xx-xx-xxxx
         • x-x-xx
         • x-x-xxxx
       • Social Security numbers:xxx-xx-xxxx

       If the system detects text in the formats described above, a warning messageis displayed below the box in which the text was entered (the Title, Description, Issue Impact, or a combination of these boxes).The warning messageprovidesan alert that the system has detected thistext andgives you the opportunityto modify the entryif needed.If PHI was entered in error, remove the text and add the information to the Cerner Secure Data Portal using the Upload Personal Health Information link. If the text does not contain PHI, you'll fill out an additional section below.

    4. Solution: Enter or select the solution with which the SR is associated. Alternatively, select Solution Alias tool for assistance with your search.

       Note

       The Solution list contains solutions that are active for your organization. If you need to log an SR for a solution that you cannot find on the list, selectI Can't Find My Solutionat the bottom of the Solution list. An Alert section and an Available Solutions list is displayed. The Alert section provides more information on the outcome of this workflow. The Available Solutions list contains all remaining solutions.

       Select the appropriate solution from the list, complete the required elements, and then submit the SR. Two SRs are created. One SR is sent to the team that supports the selected solution. The second SR is sent to the Cerner Client Care team to evaluate why the selected solution was not included in the Solution list for your organization.

    5. Environment: Select the environment for which the issue or change is occurring.
    6. Error Code or Message: Enter pertinent error codes or messages that may helpCernerassociates find a quicker resolution.
    7. Topic:Select the topic for which you are logging the SR.
    8. Subtopic:Select the applicable subtopic.
12. In the Additional Details section, enter information that is important to your organization and the SR:

    1. Cerner Project Organization:Select the specific project team that you are working with at Cerner. This helps to ensure that the SR isrouted directly to that team.

       Note

       If you select a Cerner project organization, the SR is routed to that team regardless of which solution you selected in Step 11.

    2. Client Reference ID: Enter your organization ID if your organization uses a separate system to track SRs. If you enter a client reference ID, it can be used to reference an internal tracking number; however, this box is optional.
    3. Issue Impact: Describe the clinical, financial, or workflow impact of the issue mentioned in the Description box in Step 11.

    4. Interested Parties:Interested parties are people who want to receive communication updates about the SR.To add interested parties to the SR, enter the person's first name, last name, or email address in the Interested Parties box. Matching records are displayed. Select the names from the list.
       

       Note

       You can add up to five people who already have access to eService.

13. Select Cerner Secure Data Uploading Process Pagein the Personal Health Information section if you need to add any PHI (such as a patient's ID number, phone number, address, Social Security number, and so on). SeeAdding PHI in eServicefor more information.
14. Optionally, selectAdd Attachmentto browse for any files that you want to include with your question. You can add up to five attachments.
15. If the system detected possible PHI information in the Title, Description, or Impact boxes, but no PHI changes are needed, ensure that you have reviewed the text and select the I Confirm the Information Detected is Not Personal Health Information (PHI) check box.
16. SelectSubmitonce you are complete. Your SR is submitted ineServiceand a number is associated with the SR. ACernerassociate will follow up with you.