CRT User Guide
Table of Contents Creating a User ID and Password for CRT .................................................................................. 1 Logging In to CRT ......................................................................................................................... 3 Creating a Ticket ............................................................................................................................ 5 Searching for a Ticket ................................................................................................................... 9 Replying to / Updating a Ticket .................................................................................................. 11 Viewing Tickets ............................................................................................................................ 13 Learn About Ticket Details ......................................................................................................... 15 Modifying Your User Profile Preferences ................................................................................. 17 Resetting Your CRT Password................................................................................................... 19
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CREATING A USER ID AND PASSWORD FOR CRT 1. Navigate to https://crt.covisint.com
2. Click Click here to register. The Registration screen is displayed.
3. Key in all information. (All fields are required)
You must create a password to proceed.
Passwords must be at least five characters in length.
All fields must be typed in English language only throughout the entire CRT system.
4. Click Create Account.
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CRT user guide
RESULT: You have successfully created a User ID and password. You are now able to log in to CRT. What happens next? You will receive an email from Covisint Support, confirming that you have successfully registered for CRT.
What does the email look like?
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LOGGING IN TO CRT The reason most users log into the Covisint Request Tracker (CRT) is so they can: o submit a help desk ticket o check the status of an existing ticket o reply to or update a ticket If you have not already done so, create a CRT-system User ID and Password before continuing with the steps below. 1. Navigate to https://crt.covisint.com 2. Key in your username in the open text field. (Typically this is the email address that you used to create your CRT account.) 3. Key in your password in the open text field. 4. Click Login. The CRT screen is displayed. RESULT: You have successfully logged in to CRT.
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CREATING A TICKET Create a ticket in Covisint Request Tracker (CRT) if you need to: o Report a problem to the Help Desk o Submit a change request and start the process of receiving an estimate from Covisint's development team o *Set-up and test EDI messages - *This queue is for Suppliers only o **Set-up and test new Healthcare - **This queue is for Physician Site Interfaces only
1. Log in to CRT. 2. Click New Ticket.
3. Select a queue in which to create the ticket. (This example uses the New Issues queue).
Certification Set-up and Testing - this is for EDI setup and testing of EDI messages
CR Requests - click this queue if you wish to submit a change request. CRs will be routed to your project manager. Do not select this queue if you have an issue and need help desk assistance, when this is the case, select New Issues.
New Issues - click this queue if you are in need of help desk assistance regarding an issue.
Physician Site Interfaces - click this queue if you wish to submit a Healthcare Physician Site Interface request. (This means you are submitting a request to integrate your physician office with Covisint Connect). learn more about this queue >>>
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CRT user guide
4. Key in your email address in the Requestors open text box. 5. Optionally, you may carbon copy others on this ticket. To do so, key in additional email addresses separated by commas in the Cc: open text field.
All users listed on the CC: distribution list will receive all autogenerated emails regarding this ticket as it progresses through to resolution.
All fields must be typed in English language only throughout the entire CRT system.
6. Key in the subject of your ticket request in the Subject open text field. The text added here will be added to the subject of all email correspondence for this ticket. 7. Add the name of the contact person within your organization regarding this ticket in the Contact Name open text field. (This may be someone other than the person creating the ticket.) 8. Add the phone number of the contact person within your organization regarding this ticket in the Contact Phone number open text field. (This may be someone other than the person creating the ticket.)
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Creating a Ticket 9. Add the email address of the contact person within your organization regarding this ticket in the Contact email address open text field. (This may be someone other than the person creating the ticket.) 10. If known, key in your portal ID into the Portal ID field. This is the name you key into the " User Name" field when logging in to the portal. If you cannot remember this, you may leave the field blank. What is my Portal ID?
11. If applicable, key in the name of the Level I Help Desk Agent that has helped you with this issue. Many times, this field does not apply when creating a ticket. It is an optional field and may be left blank. 12. In the Customer list, click on the name of your organization. If your organization is not listed, select "other". You are only able to see tickets that you create, based on your CRT login User ID and Password. Other customers are not able to see your tickets, and you are not able to see tickets belonging to others. 13. Optionally, you may attach a file to this request. (For example, screen shots or drawings that support your ticket). To do so, click Browse... and select the file you wish to attach. 14. Key in the description of the issue in the open text box according to the requirements per ticket type:
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CRT user guide
Requirements per Ticket Type:
15. Click Create Ticket.
RESULT: You have successfully created a ticket. What happens next? You will receive an email from Covisint Support, confirming your ticket has been submitted and providing you with the ticket number.
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You will continue receiving email from Covisint Support as your ticket progresses through to resolution, such as when a Covisint staff member begins reviewing your ticket.
You will receive an email from Covisint Support each time someone replies in the ticket, whether that person be you, or a Covisint staff member.
SEARCHING FOR A TICKET 1. Log in to CRT. 2. Perform one of the following: a. Enter the ticket number you wish to view in the Goto Ticket open text box. (You can find the ticket number in the email you received when you created the ticket), then press Enter on your keyboard. The ticket for which you are searching is displayed. b. From the Tickets drop down menu, click Open Tickets, then click on the ticket number you wish to view.
Click Open Tickets to see a list of all current tickets created by you.
Click Closed Tickets to see a list of all resolved tickets created by you.
RESULT: You have successfully searched for a ticket.
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REPLYING TO / UPDATING A TICKET 1. Log in to CRT. 2. Search and select the ticket you wish to update.
3. Click Reply. 4. Update any of the following:
Subject: modify the subject line, if desired.
Attach: attach additional files, if desired.
Message: add additional text to the body of the message. 5. Click Update Ticket.
RESULT: You have successfully updated a ticket. What happens next? All people listed on this ticket will receive an autogenerated email from Covisint Support, stating that an update has occurred, or if the ticket is resolved, the email will state "resolved" in the subject line.
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CRT user guide
What does the email look like?
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VIEWING TICKETS 1. Log in to CRT. 2. Search for the ticket you wish to view by either performing a ticket search, clicking Open Tickets from the menu options, or clicking Closed Tickets from the menu options.
3. Click on the ticket number in order to view the ticket details.
RESULT: You have successfully viewed tickets.
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LEARN ABOUT TICKET DETAILS 1: The Basics this includes all of the basic information that you added when you created the ticket. 2. Dates - this includes a list of date / time stamps related to the ticket. 3. History - this includes all correspondences related to this ticket. 4. Reply - Add and submit more details for your ticket after clicking Reply.
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MODIFYING YOUR USER PROFILE PREFERENCES 1. Log in to CRT. 2. Click Preferences from the menu options.
3. Modify any of the information as desired.
The email address listed in your profile preferences is the address to which all correspondence regarding your CRT tickets will be sent.
4. Click Save Changes. RESULT: You have successfully modified user profile preferences.
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RESETTING YOUR CRT PASSWORD 1. 2. 3. 4. 5. 6. 7. 8.
Log in to CRT. Click Forgot your password? Key in your email address in the open text field. Click Send It. An email message is sent with a link that will allow you to reset your password. Retrieve the auto-generated email, and click the link in the email message. The Reset Your Password screen is displayed. Key in a new password in the New Password field. Key in the new password again in the Once More field. Click Change Password.
RESULT: You have successfully reset your password. You are now able to login.
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