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Best Practices to Report Issues in Cority

How to open a ticket for Cority and what information to include.

This article applies to: Cority

If everyone logs tickets consistently, we can collect quantifiable data in the ticketing system to report on common topics. This will allow us to provide new or revised documentation based on your specific needs.
  1. Open the Cority Get Help form in TeamDynamix.
  2. Under Summary, enter a short phrase describing your issue. This will become the subject of your ticket email. 
  3. Under Description, paste the "form" text (shown below).
  4. Replace the example blue text with the actual details of the issue you are reporting.  Please note the level of detail included.

  5. Under Attachments:

    • Add attachments for each step or end issue 

    • Or, record a video showing steps and end issue 

    • Please ensure these do not contain personal, identifiable information.

1. ENVIRONMENT URL IMPACTED (Production/Test): 

Only include the URLS impacted. If it’s a Test site issue, only include the Test URL    

2. PRIORITY (Critical, High, Medium, Low): 

Low. This does not stop the user creating / viewing a letter, but it adds additional steps.    

3. WHEN DID THIS START HAPPENING (Date): 

July 1st. We noticed when Test was upgraded to 2020.2   

4. PROBLEM STATEMENT: 

When creating a letter, the letter body field is small. Previously this was much larger.    

5. BACKGROUND/ADDITIONAL INFORMATION: 

After our Test site was upgraded, we noticed this issue. The production site has not been upgraded and this works perfectly fine.   

6. STEPS TO REPLICATE: 

  1. Go to Occupational Health Suite  

  2. Medical Letters Module 

  3. Open an Existing letter record or start a new record  

  4. Body field is a lot smaller    

7. Browser / Device details: 

Google Chrome Version X 

IE Version X / Edge Version X 

If myCority related and this is only happening on a specific device, please provide the device details such as Safari version X on Device X   8. Users impacted / Login detail / URLs: 

All users are impacted OR User login mehran15 is the only user impacted 

If the issue is regarding a record, please send the full URL as this will help us identify the issue on the back end  

e.g. When the user navigates to this particular Clinic Visit record https://Coritytest.cority.com/gx2test/clinicvisit/display.rails?id=385 they receive the following errors… 

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