To submit a case, visit https://support.wellapp.com/s/cerner. Fill out the form to create a case. Add as many details as possible. Not all fields are required, however, be sure to fill out as much as you can. 

Case Form

1. Subject: Add a descriptive and succinct subject. Include the name of the customer in the subject line 
2. Description: Please include the following details
   1. Summary of the issue (please include screenshots if you have them)
   2. User experiencing the issue
   3. Practice
   4. Line
   5. Patient MRN
   6. Appointment type and date/time (if applicable)
   7. Message time
   8. How the channel was accessed (Recent Messages, Scheduled View, Starred View, Mentions View) 
   9. Expected behavior 
   10. What steps has Cerner already taken to try to resolve this issue?
3. Features: Choose the impacted feature(s) from the available options
4. Save and submit your issue form
5. You should receive a confirmation email once the case has been submitted

How to Identify the Practice

How to Identify the Line

How to Identify the Patient MRN