Raising Tickets and Reporting Issues

Overview

NICE HMS has a built-in ticketing system accessible from the Admin sidebar. Submit a ticket to report bugs, request features, or get help. The NICE HMS support team tracks and resolves every ticket.

Submitting a Ticket

1. Log in with any account.
2. From the sidebar, click Admin > Contact Us.
3. Fill in the ticket form:

4. Click Submit.

The Subject is auto-generated from your organization ID and name — you do not need to fill it in. After submission, you will see a confirmation message. A NICE HMS team member will follow up with you.

Tracking Your Tickets

All your submitted tickets appear in the Your Tickets table below the ticket form. Each ticket shows its ID, subject, category, priority, status, and creation date. Click View on any ticket to see the full details including the original message, resolution notes, and timestamps.

Tickets move through the following pipeline:

• Open — Ticket received, awaiting review
• InProgress — Team is actively working on it
• Resolved — Fix deployed or question answered
• Closed — Confirmed and completed

Use the Refresh ticket list button to fetch the latest status. You will also receive an email notification when your ticket is resolved or closed.

Best Practices for Bug Reports

To help us resolve your issue quickly, include:

• What you were doing — e.g., "Creating an OPD registration for patient ID 12345"
• What happened — e.g., "Got an error message: 'Failed to save'"
• What you expected — e.g., "Registration should have been created"
• When it happened — Date and approximate time
• Browser — Chrome / Firefox / Safari / Edge
• Screenshot — If possible, attach a screenshot of the error

Reporting a PatientOS issue

PatientOS (the AI consultation assistant) reports its own failures to our team automatically, so you do not need to reproduce the error. To let us match your ticket to that report, always include:

• Document type — prescription, OP consultation, referral letter, medical certificate, or lab order
• The exact error text — e.g. "Could not save the consultation: [ENCOUNTER_REQUIRED] An open encounter is required…". Keep any [CODE] prefix and the text after the colon
• Create or edit — and, if editing, which record you picked
• Date and approximate time of the attempt

The full conversation is stored with the consultation; open it from PatientOS's Conversations sidebar to copy the exact exchange into the ticket.

Support Channels

FAQ

Q: How long until my ticket gets a response? A: Most tickets receive a first response within 24 hours. Critical issues flagged as high priority are addressed sooner.

Q: Can I check the status of my ticket? A: Yes. All your tickets and their current status are visible in the Your Tickets table on the Contact Us page. Click View to see full details including resolution notes.