Contact ÁitFoirne support

The Support Center is where signed-in administrators and authorised staff contact the ÁitFoirne team when something is not working, when you are unsure how to do something, or when you would like a change or improvement.

Each request is called a ticket. A ticket keeps your subject, description, any files you attached, its priority and its current status in one place.

One ticket per issue is best. If you have two unrelated problems, open two separate tickets.

On the Support home you can describe your issue once and get help in the fastest way:

1. Describe the issue in the box titled How can we help?.
2. Select Ask Bruno for a quick suggestion.
3. Bruno gives information and guidance. Bruno never changes your records and never opens a ticket for you.
4. If Bruno solved it, select This solved my problem. If you still need help, select Send to Support.
5. Review the request before submitting — you can edit the wording.
6. Add a screenshot, photo or video if it helps explain the problem.
7. When you send to Support, the conversation you had with Bruno is included.
8. Follow replies under All Requests.

You can also skip Bruno and select Send to Support straight away. Nothing is sent until you submit the request.

1. Select New Ticket in the Support navigation.
2. Enter a short Subject that summarises the issue.
3. Choose a Category that best matches the type of issue.
4. Choose a Priority.
5. Write a clear Description of what happened.
6. Optionally attach screenshots or files.
7. Select Create Support Ticket.

Include:

• what you were doing when the problem happened;
• what you expected to see;
• what actually happened, including any on-screen message;
• where in the system it happened;
• when it started and whether it happens every time.

Copy the exact wording of any error message. It helps the team find the cause quickly.

• High — something important is broken or blocking work and there is no workaround.
• Medium — there is a problem, but you can still work in the meantime.
• Low — a minor issue, a question, or a suggestion that is not urgent.

If in doubt, choose Medium and explain the impact in the description.

• Open — created and waiting to be looked at.
• In Progress — being worked on.
• Resolved — a solution or answer has been provided.
• Closed — finished and no further action is expected.

When you add the first update to an open ticket, its status moves to In Progress automatically.

• You can attach images, documents and log files, usually up to about 10 MB each.
• Share only the information needed to explain the issue.
• Avoid resident names, dates of birth or other identifying details unless essential.
• Never paste full clinical notes, payroll details or passwords into a ticket or attachment.

• Close a ticket when it is finished. Closing keeps the record for future reference.
• Delete only if it was created by mistake. Deleting permanently removes comments and attachments and cannot be undone.