Every customer-reported application issue or enhancement is documented in our ticketing system as an Incident or Service Request. We ask that you help us provide solutions as quickly as possible by following certain established procedures.

Hours of Operation

TS Customer Support is available 24/7 with the core operating hours from 6:00am to 6:00pm CST. If there are issues after hours, there is always someone on call to respond to emergencies as needed.

How to Report an Issue or Enhancement

Application enhancements or issues can be reported to TS Customer support using the following methods:

For all Priority-1 (SEV-1) issues call 1.888.338.8445 toll-free. (For an explanation of Priority Levels, see Priority Levels and Response Times below.)
Self Service Portal: https://servicenow-uson.mckesson.com
Chat Services - iKnowMed G2 only
Lynx® and Ontada Health customers may also contact support via email for the following products:
- Clear Value Plus: CVPSupport@McKesson.com
- Glide Health: glidehealthsupport@mckesson.com
- Lynx®: msh.techsupport@mckesson.com
- Ontada Health: ontadahealthsupport@mckesson.com

As part of the Service Request and Incident logging process, please provide the following information to the Customer Support representative:

Practice Name or Account Number.
Primary Contact Name and Phone Number.
Which Application are you reporting on?
Description for your enhancement request or issue.
Expected Behavior.
Date/Time issue occurred, if necessary
Business impact/urgency.
Provide examples when applicable.
Please avoid the use of personal health information (PHI) in your transmittal of information.

You may be asked to test or validate various application tools and information as requested by your Customer Support representative or implement workaround resolutions where appropriate.

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