Description: In this topic you will learn how a superuser can submit a support ticket to DCI for EVV Aggregation issues and resolutions. As a reminder, your organization must log in to the Aggregator portal and review your aggregation results daily. The Aggregator will always be your first point of contact to triage any rejections, as they are the experts on visit failures, reasoning, and verbiage. If the visits require DCI intervention to re-aggregate, please submit a Help Desk support ticket (Zendesk). Follow the steps below to submit a ticket to the DCI EVV Support Team. A support ticket will need to be submitted for each group of visits by EVV aggregation topic (issue and resolution), i.e., live-in caregiver exception codes, late call-In exception codes, reason codes etc.
*Please note: Login credentials for Help Center are required to submit a support ticket to the DCI Support Team. If you do not have login credentials, contact your DCI Account Manager for assistance.
Role Required: Superuser
Permission Required: N/A
Navigate to the DCI Help Center by clicking Help in the upper right hand corner of the main menu on the DCI Home screen
Click Submit a Request
Submit a request for visits requiring DCI intervention to re-aggregate. The Aggregator will always be your first point of contact to triage any rejections, as they are the experts on visit failures, reasoning, and verbiage.
The sign in page will open up, enter your Help Center credentials and select Sign in
The Help Center credentials are different than your DCI Portal credentials
Complete the form as follows:
Subject: Provide a short description of your issue. For example: “EVV Aggregation - Late Call-In Exception Codes”
Description: Provide a detailed description of your issue and requested resolution including:
Provide the punch entries id's
Pull a punch entries details report to include entries with issues and needing resolution
A support ticket will need to be submitted for each group of visits by EVV aggregation issue and resolution topic
Describe the issue (including steps to replicate)
Document that the issue has been corrected in DCI for any future visits
Notate how DCI needs to resolve the issue for punch entries id's provided
Your Name: Enter the name of the person submitting the ticket
Requested Completion Date: Optional
Page URL: Copy and paste the URL from the page at which the issue is located if applicable.
Please do not use this field for taking storing screenshots that contain confidential information, use the attachments field for this purpose.
Attachments: Attach the punch entries details report and any relevant files.
For screenshots, copy into another file, such as a Word document, and add as an attachment.
Click Submit in the bottom right hand corner. A member of the DCI Support Team will be in touch soon!
To view the status of your open tickets, click on your name in the upper right hand corner of the screen, and click My Activities
By clicking on your name, you can also edit your profile, change your password, or sign out