General: How to Create and View Tickets

The Joint Commission’s Direct Data Submission Platform (DDSP) provides organization, health system, and vendor staff that are users of the DDSP with a way to create support tickets which are handled by the Joint Commission Direct Data Submission Platform Service Desk.

How to Create a Support Ticket:

Select “Need Help?” to launch the Help & Resources” menu.

Screenshot image of the Joint Commission DDSP home page indicating the need help button.

Select “Create Support Ticket” to launch the Support Ticket form. Your user information, and the organization from which you are creating the Support Ticket is pre-populated at the top of the form.

Screenshot image of the Joint Commission DDSP indicating the create a support ticket button.

To complete the form:

Select the best Reason for Contact related to your support ticket. Usually, it is the name of the DDSP page that you need assistance with.
Fill in the Description field
The first 50-60 characters of your Description becomes the Title of your ticket. We suggest you provide a short summary statement at the beginning of your description to assist.
Attach any needed Attachments that help explain your need for support.
DO NOT provide protected health information (PHI) within the Description field. Instead, place this information within a document (e.g., screenshot, Word document, Excel document) and attach it to the ticket. All attachments are stored in a PHI safe environment and will be deleted after thirty (30) days.
Respond to Jira emails from Joint Commission staff providing DDSP support.
REPLY ALL to the Jira email.
Make sure Jira is in the TO of the email.

Do not manually modify the Subject Line of the email. The Subject Line is how Jira knows which ticket your response is to be added to:

At best, Jira will create a new ticket with the new Subject Line, completely disconnecting the support ticket from your original description and previous comments and possibly disconnecting it from your facility. This causes the DDSP support staff to manually link and manage multiple tickets for the same support request (including Resolving all of the tickets when the issue is answered / fixed - which floods your email box).
- Worse case scenario, DDSP support staff may not know you responded because Jira ignores your return email.
- If you want to have someone else involved in the conversation, then after creating the ticket from within the DDSP (step 2 above) you need to:
  - REPLY ALL to the Jira email.
  - Make sure Jira is in the TO of the email.
  - CC the individual(s) you want to be able to directly provide comments to the ticket.

As the initiator (or Reporter) of the support ticket, only you have the ability to add other respondents (Watchers) to the ticket.
If you need to later add additional organization or vendor staff, you will need to again REPLY ALL to one of the Jira emails associated to the ticket and CC the additional individual(s).
Forwarding a ticket and then having that individual attempt to send a response back to Jira will not work because Jira has not been given the authority, by you, to allow this individual access to your ticket.

Do not manually modify the Subject Line of the email. The Subject Line is how Jira knows which ticket the response is to be added to.

Make sure those you have added to the Jira email knows:
They cannot add additional individuals to the email / support stream.
Not to manually modify the Subject Line of the email.
To also do a REPLY ALL.

Tip - Provide as much information as possible
When asking questions about how QRDA I documents were processed, you will typically speed up your support time if you include the name(s) of the QRDA documents in question, and if appropriate, the received / expected eCQM outcomes.

Example support ticket descriptions and what to include:

Data Accuracy page

"Please explain ABC error / warning message." You do not need to provide a list of QRDA I documents. If necessary, we will look at a random sample of the QRDA I documents which generated the error / warning message.
"I do not agree with why some of the QRDA I documents where rejected." Provide a list of QRDA I documents you do not agree with. We may not find the specific QRDA I documents that you are questioning as we are randomly poking about within your uploaded documents.

Quality Improvement (QI) page

First, review the Data Accuracy page to see if any of your QRDA I documents were rejected. That could explain why you are not finding them on the QI page.
- Second, provide the list of QRDA I documents (and if appropriate specific episode of cares within those documents) which you believe should have processed differently. In addition, provide the eCQM outcome that you are expecting and, if appropriate, provide this information by QRDA I document.

Access to multiple Workspaces

Create the ticket from the facility with which you are asking the question. If for some reason that is not possible, please make sure you provide the Joint Commission's HCO ID(s) and organization name(s) within the description of the ticket.
If the same issue applies to multiple organizations, create only one ticket. In the description field, include all of the Joint Commission HCO IDs and organization names (including the one which you are creating the ticket from) for which the ticket is being created. For example:
A question about a specific group of error / warning messages being generated on the Data Accuracy page of multiple organizations.
If there are different issues, create one ticket per issue. For example, the following two support requests should be placed into two different Support Tickets. Make sure to include all applicable organizations for which each ticket is applicable within the ticket's description:
A question about the error / warning messages being generated on the Data Accuracy page.
A question about how patient's processed through the STK-2 eCQM logic when looking at the Quality Improvement page.

Warning - Access to multiple Workspaces

Support Tickets are associated to the organization from which the Support Ticket is created. If you do not want another organization to see the Ticket description; or documents that you or The Joint Commission attaches to the ticket, then you must make sure the Ticket is created from the correct organization. This is especially true for vendors / consultants. The Joint Commission is not responsible for incorrect usage of the Support Ticket function.

Example of Support Ticket creation form:

How to View a Support Ticket and Retrieve Attachments:

The support ticket view provides you with the ability to see tickets that you, or another individual that has access to your HCO, has opened and whether or not it has been closed.

In addition, you can access all documents that have been attached to the ticket – either by yourself, someone else from your organization, or the DDSP support team.

Click on the link “View All Support Tickets” which is available underneath the “Need Help?” button.
Find the ticket using the Ticket # and Title of the ticket as provided in the email you received from the DDSP Support system (JIRA) or via the search fields at the top of the view.
Historical tickets are maintained and user can filter the list of tickets to “Reason for contact”, “Date range”, or “Report Name”.
To open a ticket, select the “Ticket #” you wish to view from the available list. Attachments can be viewed by selecting the “attachment” adjacent (to the right) of the ticket.