Hello, I'm Jessica and welcome to the lecture. During this lecture, we will discuss self-service ticketing systems. We will discuss three key concepts related to self-service ticketing systems, such as types of reportable issues, when it's appropriate to use the self-service ticketing option, and when self-service would be least appropriate. There are three types of reportable issues. Patient safety, patient safety issues relate directly to the well-being of a patient. This is typically on the clinician side. If there's a patient safety issue, these are extremely high priority. Critical issues, also extremely high priority issues, but are not directly related to patient safety. The third is non-critical, non-critical issues won't stop a workflow, for an end user. The end user would be able to continue their workflows and processes with no impact to their work, but there is a technical issue they have discovered that requires resolution. Physicians have the option of submitting a web ticket. They would create an incident or a help desk ticket pertaining to the issue that's being reported. Physicians have access to a designated page which has all the information related to IT services, submitting tickets, tracking tickets. When is it appropriate to use self-service? Non-critical issues would be the most appropriate time to use self-service. This is because they don't require immediate attention or escalation, in that moment. Non-critical issues would be email or software malfunction. A specific example would be, as an end-user, if I save my documents to a shared folder but the folders no longer available to me, I can still complete my daily role and there's no impact to my work. This would be a non-critical issue. I've identified a problem, I know that I need access to my folder to access my documentation, but I can still go about my day and complete the appropriate workflows. When is it least appropriate to use self-service? If there is an immediate issue requiring attention, such as a critical issue or password resets. Either of these would be important issues that require immediate escalation and response. An example of a critical issue would be patient safety. If we have an issue that's impacting direct patient care or patients as a whole, this type of issue would need to be put in front of an analyst immediately for review and resolution. This is so frustrating. I cannot believe nothing is showing up on my screen, I'm having to use this clinic computer to file a ticket. Let's see. No, it says do not use the self-service ticket. This isn't a critical issue, it's not a password reset. There's my primary contact name, there's my user ID. Let's see, it's asking for my work station. No, that's my user ID. My workstation number looks yeah, there it is. Description of the issue, I guess I'll type in what the problem is, screen is blank. That should be enough information. Knowledge articles, I don't know if any of these are going to help me with my issue. I really don't have time to go through this, hopefully the help desk can just help me sort it out. Telephone number 1234567, they should be able to call me back on that. I'll go ahead and enter in my email address with the domain name for Hopkins. It's asking for my location, Howard County General Hospital. Building, I'll put the building that I'm in. Charter Professional, floor 3 and then the room number 305. Let me see, did I enter all the information that they need for this self-service ticket? Guess I'll go ahead and click on Submit. Hope the IT help desk is able to resolve this matter for me because I really need to be able to use my computer. To recap, we reviewed when it's appropriate to use self-service ticketing. This would be for those non-emergent or critical issues. For issues related to a technical problem that's been identified, but we can still continue on with our daily role. We reviewed when it's least appropriate to use self-service, such as when we've experienced a critical issue, such as a system outage or issues related to patient safety.