Requesting assistance from DrugPak Support is accomplished by submitting a ticket through the Support Center.
Topics in this article:
- Accessing the Support Ticket System
- Create a New Ticket
- Adding Attachments or Modifying/Updating a Ticket
Lot into ScreenHubb at https:\\secure.screenhubb.com. Click on the Support Center from the menu at the top of the page.
The Support Center can also be accessed from the menu at the top-right of any page in ScreenHubb.
Once in the Support Center, click "Tickets" from the main menu.
The Tickets page will be displayed.
From the ticket page, you can:
- Create a new ticket (click the <New Ticket> button)
- Search existing tickets (see the "Searching" article for information on how to use ScreenHubb's search features)
- Apply filters to the list of existing tickets (see the "Filtering" article for information on how to use ScreenHubb's filter features)
After clicking the <New Ticket> button, the "New Ticket" window will display.
Please provide as much information about the question/problem as possible to help expedite a quick and complete response from DrugPak Support.
After entering information into the fields and describing the question/problem in the Detail section, click the <Create Ticket> button to submit the ticket.
Make sure your ticket to DrugPak Support has a clear and descriptive Subject. This will help Support Technicians and make it easier for you to reference past ticket information. Accurate Subjects save time and make the process smoother.
Selecting the appropriate Product/Component values will ensure quick and effective ticket resolution and easy future filtering. The fields are linked, so selecting a Component will automatically fill in the corresponding Product.
Assigning the appropriate Severity level helps ensure proper ticket handling. Using "Emergency" or "System Down" for non-urgent matters hinders immediate response to urgent tickets. "Medium" for typical tickets, "Low" for minor requests, and "Emergency" or "System Down" for urgent matters only.
Selecting an Operating System may be helpful when a technical issue might be related to the operating system in which the issue was encountered.
You can then add additional comments by clicking the <New Comment> button and view or add attachments to the ticket by clicking the <View/Add Attachments> button.
After submitting a ticket, you will receive an email confirming that the ticket was created.
After DrugPak Support replies to your ticket, you will receive an email that contains the reply.
You can respond to the ticket by replying to that email. You can also view the response from DrugPak Support in the ticket in the Support Center and post your response there.
If the issue has been resolved, please add a new comment to let us know, and we will close the ticket. If you take no action, the ticket will automatically close after a few days.