Issue Reporting for Upgrade

When entering cases in Support Force please select a value from the Business Impact dropdown to help the Galen upgrade team priorotize your cases.
The descriptions presented in Support Force are intended to allow AHS support to prioritize cases during the live support phase but provide a general sense of how to categorize an issue in test as if it were occuring in live.
As a practical matter during the build, testing and training periods of the upgrade you should assign these statuses with the understanding that we will review all cases as they are submitted and answer whatever we can right away but for cases that require additional research we will work to resolve all “System Down” cases before moving on to “Major Impact” and so on.

For issues that would cause you to delay GoLive if not resolved check the box: Go-Live Blocking Issue If this is not clear or you have other questions please contact your Galen Project Manger or Implementation Consultant.

The Business Impacts you select will be translated in to Severity on the weekly Case status report:

1. System Down - 50% or more of users unable to work or Patient Safety impacted = Critical
2. Major Impact - Significant impact/system failure or less than 50% of users unable to work = High
3. General - All other issues/question = Medium