Transcript
User Guide IRMS-5.8.5.0-User Guide.doc 01.1 May 1, 2010
IRMS User Guide
9018 Heritage Parkway Suite 600 Woodridge, IL 60517 Phone: Fax: E-mail: Web:
630-243-9810 630-243-9811
[email protected] http://www.IRMSOnline.com
The information in this document is proprietary. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Online Business Applications, Inc. Information in this document is subject to change without notice. The companies, names, and data used in examples herein are fictitious unless otherwise noted. 2010 Online Business Applications, Inc. All rights reserved. This document was produced using Microsoft Word.
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Table of Contents CHAPTER 1
INTRODUCTION
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Purpose of this Manual.................................................................................................................................1 How to Use this Guide .................................................................................................................................1 Communicating with Online Business Applications, Inc. ............................................................................3 Browsing our Website ..................................................................................................................................4 IRMS Support.............................................................................................................................................5 IRMS Education .........................................................................................................................................7 IRMS Documentation.................................................................................................................................8 IRMS User Group.......................................................................................................................................9 Getting Around in IRMS ............................................................................................................................10 Overview ............................................................................................................................................................ 10 Command Buttons.............................................................................................................................................. 10 Menus................................................................................................................................................................. 11 Toolbars and Toolbar Buttons ............................................................................................................................ 12 Scroll Bars.......................................................................................................................................................... 12 Scroll Wheels ..................................................................................................................................................... 12 Record Navigation Bars ..................................................................................................................................... 13 Text Boxes ......................................................................................................................................................... 14 Combo Boxes ..................................................................................................................................................... 14 Check Boxes....................................................................................................................................................... 15 Radio Buttons..................................................................................................................................................... 15 Right-click Menus .............................................................................................................................................. 16 Zoom Text Box .................................................................................................................................................. 17 AutoCorrect........................................................................................................................................................ 18 Spelling Check ................................................................................................................................................... 19 Cursor Hover Tool Tips ..................................................................................................................................... 20 Status Bar Information ....................................................................................................................................... 21 Show Full Menus in IRMS................................................................................................................................. 22 About IRMS ....................................................................................................................................................... 23 IRMS Help ......................................................................................................................................................... 24
CHAPTER 2
LAUNCHING IRMS
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Logging into IRMS ....................................................................................................................................25 Starting and Logging into IRMS ........................................................................................................................ 25
Seeing New Data ........................................................................................................................................27 Resetting Security .............................................................................................................................................. 27 Refreshing Table Values (Updating Combo Box Selections)............................................................................. 27
Adding a New User to IRMS .....................................................................................................................28 Step One – Add a New User Record .................................................................................................................. 28 Step Two – Add a Signature Record .................................................................................................................. 29 Step Three – Establish Individual User Preferences........................................................................................... 30
User Preferences.........................................................................................................................................31
CHAPTER 3
IRMS MAIN MENU, MENU BAR AND TOOLBARS
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IRMS Main Menu ......................................................................................................................................49 Menu Bar....................................................................................................................................................51 The Form Menu.................................................................................................................................................. 51 The Edit Menu.................................................................................................................................................... 53 The Case Menu................................................................................................................................................... 54 The Tools Menu ................................................................................................................................................. 55 The Tools Menu ................................................................................................................................................. 55 The Documents Menu ........................................................................................................................................ 57
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IRMS User Guide The Tables Menu................................................................................................................................................ 58 The System Menu............................................................................................................................................... 60 The Reports Menu .............................................................................................................................................. 62 The Window Menu............................................................................................................................................. 63 The Help Menu................................................................................................................................................... 64 Shortcuts menu from the Case Entry Screen ...................................................................................................... 65 Shortcuts menu from the Response Letters Screen............................................................................................. 66 Shortcuts menu from the Document Maintenance Screen.................................................................................. 67
Toolbars......................................................................................................................................................68 Case Entry Screen Toolbar................................................................................................................................. 68 Response Letters Screen Toolbar ....................................................................................................................... 70
CHAPTER 4
CASE ENTRY PROCESSING STEPS
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Overview ............................................................................................................................................................ 71
Entering a Case into IRMS.........................................................................................................................74 Step 1 – Starting a New Case ............................................................................................................................. 75 Step 2 - Adding a New Contact .......................................................................................................................... 76 Step 3 - Adding a New Question ........................................................................................................................ 83 Step 4 - Entering Basic Case Information .......................................................................................................... 90 Step 5 – Verbally Responding to the Requester ................................................................................................. 92 Step 6 – Creating a Written Response ................................................................................................................ 97 Step 7 – Processing the Written Response........................................................................................................ 104 Step 8 – Completing the Case .......................................................................................................................... 115
CHAPTER 5
ADDITIONAL CASE ENTRY FUNCTIONALITY
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Overview .......................................................................................................................................................... 119
Additional Functionality of the Contact Section ......................................................................................120 Right Click Menu for the Contact Section........................................................................................................ 120 Adding Account Masters in Case Entry ........................................................................................................... 122 General Options................................................................................................................................................ 123 Optional Fields in the Contact Section ............................................................................................................. 124
Additional Functionality of the Question Section ....................................................................................125 Right Click Menu for the Question Section...................................................................................................... 125 Changing Question Information ....................................................................................................................... 127 Finding General Information for a Question .................................................................................................... 128 Optional Fields in the Question Section ........................................................................................................... 130 Using the Frequently Asked Questions Screen................................................................................................. 131 Recording Sources Checked............................................................................................................................. 135
Additional Functionality of the Basic Case Sections................................................................................137 Finding the Rep’s Name and Address .............................................................................................................. 137 Referring a Case to Another User..................................................................................................................... 140 Using the Note Pad........................................................................................................................................... 141 Adding Attachments to a Case ......................................................................................................................... 142 Optional Fields in the Basic Case section......................................................................................................... 145
Additional Functionality of the Case Entry Toolbar ................................................................................146 Case Entry Datasheet View .............................................................................................................................. 146 Case Entry Enhanced Datasheet View ............................................................................................................. 146 Finding All of your Open Cases ....................................................................................................................... 147 Finding Duplicate or Repeat Callers................................................................................................................. 147 Searching the Account Table............................................................................................................................ 149 Searching the Contact Table............................................................................................................................. 150 Searching the Representative Table.................................................................................................................. 152 Transfer the Current Case................................................................................................................................. 153 Sending a Case to Another Department/User ................................................................................................... 153 Creating Quick Response Letters ..................................................................................................................... 155 Case Correspondence Management Screen...................................................................................................... 158
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Printing Case Snapshots ................................................................................................................................... 160 Selecting Specific Labels to Print..................................................................................................................... 161
Functionality of the Shortcuts menu in Case Entry ..................................................................................162 Adding a Literature Fulfillment Case ............................................................................................................... 162 E-mail Case Information .................................................................................................................................. 163 Updating a Completed Case ............................................................................................................................. 166 Re-opening A Case........................................................................................................................................... 166 Changing a Completed Case ............................................................................................................................ 167 E-mailing a Case Transfer ................................................................................................................................ 168 Copying the Current Case ................................................................................................................................ 169 Deleting a Case................................................................................................................................................. 171 Case Audit Trail ............................................................................................................................................... 172 Case Log .......................................................................................................................................................... 173 Entering Client Defined Fields ......................................................................................................................... 175
CHAPTER 6
RESPONSE LETTERS
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Copying the Current Response Letter............................................................................................................... 177 Deleting the Current Response Letter............................................................................................................... 177 Re-Opening a Completed Response Letter....................................................................................................... 178 Changing a Response Letter that has been Edited ............................................................................................ 178 Entering CCs for Response Letters .................................................................................................................. 179 Case Log .......................................................................................................................................................... 180 Additional Functionality of IRMS Main Menu – Print Letters......................................................................... 181
CHAPTER 7
OTHER FUNCTIONALITY
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On-Call Staff Calendar (Main Resource Calendar)..................................................................................183 Main Resource Calendar .................................................................................................................................. 184 Basic Month View............................................................................................................................................ 185 Detail Month View........................................................................................................................................... 186 Maintain Resources using the Month Detail View ........................................................................................... 188 Monthly Shift Resource Report Toolbar .......................................................................................................... 189 Maintain Resources (Backup and Proxy): ........................................................................................................ 190
Displaying All New and Existing Cases...................................................................................................193 Attention screen................................................................................................................................................ 193 My Inbox Window ........................................................................................................................................... 194
E-mailing Corporate .................................................................................................................................201 Print Representative Memos.....................................................................................................................205 Selecting Data for Rep Notification ................................................................................................................. 205
CHAPTER 8
FINDING INFORMATION
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Finding Cases using Case Query ..............................................................................................................209 Additional Methods to Find Cases ...........................................................................................................210 Finding All of your Open Cases ....................................................................................................................... 210 Finding “My Inbox” ......................................................................................................................................... 210 Finding the “Attention” screen ......................................................................................................................... 211 Finding Specific Data Records ......................................................................................................................... 212 Finding a Record Using “Find and Replace”.................................................................................................... 212 Searching Case Log Information...................................................................................................................... 214 Searching Communications Log Information................................................................................................... 216
Finding Contact and Account Information ...............................................................................................218 Finding Duplicate or Repeat Callers................................................................................................................. 218 Searching for Accounts .................................................................................................................................... 219 Searching for Contacts ..................................................................................................................................... 220 Finding Cases/Questions by Contact ................................................................................................................ 221
Finding FAQs ...........................................................................................................................................223 Maintaining the FAQs Master .......................................................................................................................... 228
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IRMS User Guide Finding General Information ....................................................................................................................231 Using the Read General Information Screen .................................................................................................... 232 Maintaining the General Information Screen ................................................................................................... 233
Finding Representative Information .........................................................................................................235 Finding the Rep’s Name and Address .............................................................................................................. 235 Selecting Data for Rep Notification ................................................................................................................. 237
Finding Documents and Enclosures .........................................................................................................240 Finding Documents .......................................................................................................................................... 240
Finding Deleted Cases..............................................................................................................................242
CHAPTER 9
FIELD DEFINITIONS
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Case Entry Screen ....................................................................................................................................243 Response Letters Screen...........................................................................................................................251
CHAPTER 10
INDEX
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REVISION HISTORY ...................................................................................................................................260
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Chapter 1
Introduction
Welcome to IRMS Now that you have implemented the Information Request Management System (IRMS) from Online Business Applications, Inc. (OBA) for your medical communications solution, it’s time to learn how to use the software. This guide explains how to use Case Entry and its associated features.
Purpose of this Manual The purpose of this guide is to explain how to enter cases, create response letters, and use other features related to case entry. This manual is intended for IRMS Medical Information Associates.
How to Use this Guide What this guide includes
This guide includes the documentation needed to efficiently enter cases, create response letters, and use other features associated with Case Entry. How this guide is setup
Each chapter in this guide provides information on using everyday features in IRMS. This includes Case Entry and all the associated features used with Case Entry. Chapter 1 provides an introduction to IRMS and this guide. There is also a section on how to get around in IRMS. Chapter 2 – Launching IRMS discusses the basic setup needed to start using IRMS. This chapter includes logging into IRMS, adding a new user, and setting User Preferences. Chapter 3 – IRMS Main Menu, Menu Bar, and Toolbars provides an overview of the options available throughout the IRMS application. Chapter 4 – Case Entry Processing Steps outlines the step by steps process required for entering a case and printing a response letter. Chapter 5 –Additional Case Entry Functionality describes the additional functionality available in the Contact, Question, and Basic Case sections. A detailed description of the options available on the Case Entry toolbar and Shortcuts menu that is also included. Chapter 6 –Response Letters explains how to create and merge a Response Letter. After the response letter is created, steps are included to mail, fax, or email the letter to a contact. Chapter 7 –Other Functionality describes the process for using the On-Call Staff Calendar, My Inbox, Sending e-mails to the corporate office, Representative Memo Generation. Chapter 8 –Finding Information describes various methods of finding information throughout IRMS. The chapter includes finding information about cases, accounts, contacts, questions, FAQ’s, general information, representatives, documents, and enclosures. Chapter 9 –Field Definitions provides a definition of the fields used in Case Entry. Included is a brief description, where the field is used, a table where values are defined (if used), and the merge field name. Chapter 10 – Index provides a listing of the topics discussed in the guide.
IRMS User Guide Key to the Guide:
Explanation of data field
Explanation of Checkbox
Explanation of Radio Button Explanation of Command Button
Recommendation from OBA
Important Information – Please Read
Make a Note Additional information is explained here.
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Introduction
Communicating with Online Business Applications, Inc. Via Phone Account Management (630) 243-9810 ext 215. Sales
(630) 243-9810 ext 209.
Technical Support
(630) 243-9810 extension 250. Support Team Hours – 8:00 AM to 6:00 PM US Central Standard Time.
Training
(630) 243-9810 ext 218.
Via Website Our website is www.IRMSOnline.com. To contact us from our website, go to the Quick Links section on the Home page and click Email Support or Email Sales. Visit our website for information on new releases, documentation, training, the IRMS User Group, and the latest information at Online Business Applications, Inc. Via E-mail E-mail us at
[email protected]. Via Fax Fax number is 630-243-9811.
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IRMS User Guide
Browsing our Website Our website at www.IRMSOnline.com contains the latest information on OBA and IRMS. Everything from information on our products, news articles on the latest workshops, current and previous newsletters, registration for training classes and workshops, to User Group information is available. This is the place with the latest updates on new IRMS releases, education, and documentation. We are creating a new User Center with IRMS Knowledge Base Articles, Tips & Tricks, FAQ’s, Client Workshop Presentations, and Focus Group Results. It should be available soon on the website. Information on the latest version of IRMS The Support menu provides information about new features and functionality added to IRMS. Information for previous versions is also available here. From the Support menu, click Release Notes or Documentation. The following information is available. Release Notes
View the latest release notes to find out what’s changed in IRMS. Release Notes for previous versions are also found here.
Release Documents
View the latest documents for a release. The set of documents for a new version includes User Requirement Specifications, Functional Specifications, Upgrade Instructions, and Deployment Plans.
Documentation Guides
View the guides for current and previous releases of IRMS. In 2006 OBA began releasing documentation for each major release.
Information on IRMS Education The Services menu provides information about training courses and training class availability. From the Service menu, click Education. The following information is available.
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Course Descriptions
View the latest courses offered to efficiently operate IRMS.
Training Classes
Find out when and what training courses are offered at the IRMS Education Center in Lemont, Illinois.
Training Packet
Download a Training Packet containing all the information needed to select and schedule a training class at the OBA Education Center. You can also register for classes online.
Introduction
IRMS Support The Support Team answers questions and responds to problems encountered in IRMS. Important information about our Support Team is listed below. Contacting the Support Team Support Team Hours:
Monday through Friday 8:00 AM to 6:00 PM US Central Standard Time
Phone:
(630) 243-9810 extension 250
Email:
[email protected]
How the Support Team Works When a call is received by the Support Team it is logged into a Support Database. At this time a case number and priority is assigned. The case is assigned to a member of the Support Team. The question or problem is investigated by the Support Team. During the investigation the Support Team may request additional information. This may include additional questions, screen prints, and reports. If a problem cannot be resolved quickly, sometimes a workaround is provided until the problem can be fixed. If the problem is not resolved in a reasonable amount of time, the problem is escalated to the next level of support. The Support Team member assigned to the case will provide periodic updates on the status of the problem and call with a resolution or workaround. Reporting a Problem to Online Business Applications It is important to notify OBA of problems. Any information provided (screen name, action being taken, etc.) will help to eliminate these issues in future releases of IRMS. Serious problems affecting the operation of IRMS will be addressed as soon as possible. The Best Way to Report a Problem
When problems are found in IRMS, they should be reported to the Support Team at OBA with as much detail as possible. Below is a list of information that may be requested to aid in resolving problems. Additional information may be requested after contacting our Support Team.
Provide a screen printout (if needed) A screen can be captured by executing the following steps: 1. Move the error message so any important information can be seen in the screen capture. 2. With the error displayed on the screen, press the Print Screen key located on the top row of the keyboard. 3. Activate Microsoft Word and start a new document. 4. Perform a Paste. (Point to Edit from the menu bar and click Paste from the options presented.) 5. Print the screen to fax to OBA. Provide details on the process being executed. For example, what was clicked and data that was entered.
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IRMS User Guide 6. If manually faxing a screen print, fax it to 630-243-9811. If electronically faxing or emailing, save the document to a file to be attached to the message or use File Send to
[email protected].
Provide a report sample (if needed) If there is a problem with a report, a report sample will be requested by the Support Team. If providing a report in error, follow the steps below to send the report to OBA: 1. Email the report as a PDF. Provide the Report Type and Criteria. Provide any other details about how the report was printed, what options were selected, and what parameters were entered. Email the report to
[email protected]. 2. If manually faxing a report, print the report and fax it to 630-243-9811. Include the company name, contact information, a brief description of the problem, the report type and criteria with any additional information.
Capture workstation settings (if needed) Workstation settings can be emailed to OBA by executing the following steps: 1. From the IRMS toolbar point to Help and click About IRMS. The About IRMS screen is displayed. 2. An email screen is opened with the current IRMS values. Enter a brief description of the error in the subject line and enter your contact information in the body of the email. Click Send Email to Online.
Schedule a Webex session (if needed) If a problem is persistent and cannot be resolved based on the requested information, the Support Team may request a Webex session to walk through the problem. If requested, the Support Team will provide the necessary information for the Webex session.
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Introduction
IRMS Education Online Business Applications, Inc. offers a variety of education for all its products. Training is provided in Continuing Education Courses and Workshops.
Continuing Education Classes offered at the IRMS Education Center in Lemont, Illinois.
Continuing Education Courses offered at the Client’s location.
Semi-Annual IRMS Workshops offered at the Drug Information Association show and various locations throughout the country.
How to Find Education Information Available Courses:
www.IRMSOnline.com
Services / Education
Workshop Information:
www.IRMSOnline.com
Home Page
Class Location:
IRMS Education Center in Lemont, Illinois or Client’s Location
Contacting the Education Team Phone:
(630) 243-9810 extension 218
Email:
[email protected]
Overview of Training During the implementation of IRMS, Administration and Basic User courses are taught. At this time, the training courses are tailored to meet the client’s business requirements defined during the Business Development Meeting. After IRMS has been used for a while, clients can receive additional training by attending workshops, attending continuing education courses at OBA, or scheduling training at the client’s location. Courses are tailored to meet the requirements of the individual and client. Who Should Receive Training? New Users - After the initial training of IRMS personnel during implementation, new employees may move into the Medical Information Department to work with IRMS. New Users should receive Basic User Training. If the employee will have Administration responsibilities, they should receive Administration Training. Users Needing In Depth Knowledge – After using IRMS for a while, some clients request additional training for specific functions in IRMS. Continuing Education Courses meet this request. Continuing Education Courses For more information on our courses, visit our website at www.IRMSOnline.com. Basic User Training
Advanced User Training
Reporting & Query
Documents in Depth
System Administration
System IT Training
Adverse Events
Product Complaints
Effective Tables Admin for Effective Entry and Reporting
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IRMS User Guide
IRMS Documentation There are several documentation guides available which describe how to efficiently operate IRMS. Each guide focuses on a specific function of IRMS. The documentation guides are updated to match new releases of IRMS. The guides are available on the website. How to find Documentation Guides Website:
www.IRMSOnline.com
New Installation:
Documentation Folder installed during installation
Support / Documentation
Contacting the Documentation Team Phone:
(630) 243-9810 extension 203
Email:
[email protected]
Current Documentation Guide IRMS Users Guide
A more advanced, detailed guide explaining how to launch IRMS, enter cases, create letters, process letters, find information, and more.
Additional Guides Available from Online Business Applications, Inc. IRMS Administration Guide IRMS Adverse Events Guide IRMS Document Management Guide IRMS Fields Codes Guide IRMS Maintenance Guide IRMS Product Complaints Guide IRMS Quality Assurance Guide IRMS Query and Reporting Guide
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A detailed guide explaining how to setup IRMS, define system security, add users, define parameters, and setup initial table values. A detailed guide explaining how to use the Adverse Events module of IRMS. (Module purchased separately.) A detailed guide explaining how to add and maintain documents, set up letter formats, and use letter templates in IRMS. A guide containing a complete listing of merge and replacement fields in IRMS. A detailed guide explaining how to maintain the IRMS environment for efficient operations, IRMS maintenance that may be performed, and an overview of the IRMS upgrade process. A detailed guide explaining how to use the Product Complaints module of IRMS. (Module purchased separately.) A detailed guide explaining how to use the Quality Assurance modue in IRMS. (Module purchased separately.) A detailed guide explaining how to process queries in IRMS. Also included is an explanation of the reports available in IRMS and how to setup ad hoc reports using the IRMS Report Wizard.
Introduction
IRMS User Group The IRMS User Group was established in 2006. The purpose of the IRMS User Group is to provide effective two-way communications between Online Business Applications (OBA) and its customers. The goal of the user group is to provide:
A means by which customers can influence the direction, development and support of the IRMS software product
An efficient mechanism for OBA to share information about IRMS
A forum for the exchange of practical IRMS implementation and user experiences
Contacting the User Group Liaison at OBA Phone:
US Code (630) 243-9810 extension 215
Email:
[email protected]
How to Join the IRMS User Group The IRMS User Group is a fully independent organization. The User Group Chairperson is elected from participating clients. Focus Groups are offered that meet regularly to discuss issues that directly affect the enhancement process of our software. In addition, issues of a general nature affecting the gathering of medical information and industry issues are discussed. Any client with IRMS installed is welcome to join the user group. Conference calls are held frequently to discuss User Group business. Participation from our clients is encouraged. The meetings are organized and chaired by one of the User Group Members (client). User Group meetings are held at our semi-annual workshops. For more information on the User Group, visit our website. To join the IRMS User Group register Support / User Group. at www.IRMSOnline.com
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IRMS User Guide
Getting Around in IRMS Overview IRMS uses the built-in functionality of Microsoft Windows and Microsoft Access. The standard Windows command buttons, drop down menus, scroll bars, record navigation bars, text boxes, combo boxes, check boxes, and radio buttons are used throughout IRMS. Each of these items is designed to make data entry faster and easier. In addition, many keyboard shortcuts are available for users who prefer not to use the mouse.
Command Buttons Command Buttons appear on many screens in IRMS. They are used to initiate an action within IRMS. Command Button Example The
button on the IRMS Main Menu.
To Activate a Command Button
1. Single-click on the button using the mouse.
- or 2. Hold down the ALT key and press the underlined letter or number.
- or 3. TAB until the button is highlighted and then press ENTER.
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Introduction
Menus Drop down menus appear at the top of the IRMS screen. The options that are available to each user depend upon the settings for that user in the IRMS Security table. Drop Down Menu Example – Case Drop Down Menu
To Activate a Drop Down Menu
1. Single-click on it using the mouse.
- or 2. Hold down the ALT key and press the underlined letter. (If the underlined letter is also used on the screen you are on, this method will cause the command button on the screen to be activated.) 3. Choose an item from the drop down menu. This is accomplished by performing one of the following actions: a. Single-click on it using the mouse.
- or b. Use the up and down arrows until the desired option is highlighted and then press ENTER.
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IRMS User Guide
Toolbars and Toolbar Buttons Each screen within IRMS will have a toolbar associated with it. There will be buttons on some toolbars that have unique functionality for a particular screen. Toolbar Example – The Case Entry screen toolbar.
Toolbar Button Example button on the Case Entry screen toolbar.
The
To Activate a Toolbar Button
1. Single-click on it using the mouse.
Scroll Bars Most of the screens in IRMS are displayed in "Form" view and only show you one record at a time. These screens also have a "Datasheet" view, which is a spreadsheet-style presentation of the data. Screens presented in this way can have both vertical and horizontal scroll bars. Scrollbar Example
The vertical scroll bar (located to the far right of the screen) is used to move up and down through the record list. The horizontal scroll bar (located at the bottom of the screen) is used to move left and right through the individual fields in the record list when there are more fields than can be displayed on the screen. To Use Horizontal and/or Vertical Scroll Bars
1. Click the arrows (,) to move one field at a time. 2. Click and drag the square box to move quickly left or right. 3. Click the area between the square box and the arrow to move a screen width at a time.
Scroll Wheels The scroll wheel can be used to navigate through the form. Sometimes t his can cause a problem when the scroll wheel is accidently activated when in a form. To inactivate the scroll wheel, the MouseHook.dll must be installed in the Windows\System32 folder. The .dll is included with the IRMS versions 5.8.3.0 and above.
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Introduction
Record Navigation Bars Screens in IRMS that display more than one record have a record navigation bar that is used to move among the data records for that screen. Some of the buttons in the navigation bar will be dimmed when their function is not available. Record Navigation Bar Example – Case Navigation Bar
To Use a Navigation Bar
1. Single-click the
(left arrow with vertical bar) to move to the first record.
2. Single-click the
(left arrow) to move backwards through the records.
3. Single-click the
(right arrow) to move forward through the records.
4. Single-click the
(right arrow with vertical bar) to move forward to the last record.
5. Click on the number that displays the current record. Enter the record number you want to move to, and press ENTER or TAB to move there. (The number following the “of” represents the total number of records available.) 6. To begin a new record, click on the button (this button will sometimes look like this .) This will cause the total number of records to increase by one.
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IRMS User Guide
Text Boxes Many of the fields on the screens in IRMS are simple text boxes. They are rectangular boxes that accept data from the user. If the field contains multiple lines of data, such as an address, the ENTER key is used to add additional lines of text within the text box, rather than advancing to the next field. Some large text fields have vertical scroll bars to allow movement within the field. Simple Text Box Example – Last Name
Text Box Accepting Multiple Lines of Data Example – Address
To Use a Text Box
1. Single-click in the box and begin typing.
- or 2. Tab until the cursor is in the correct text box and begin typing.
Combo Boxes Many of the fields in IRMS are combo boxes. These boxes combine the functionality of the text box with that of a choice list. Combo Box Example – Request Via
To Use a Combo Box
1. Type in data just like you would for a text box. (Some combo boxes will accept only the values presented, while others will accept data other than the choices listed.)
- or 2. Click the arrow at the right of the box and select from the list of valid choices.
- or 3. Once the cursor is in the combo box, hold ALT and press the DOWN ARROW on the keyboard. Select from the list of valid choices.
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Introduction
Check Boxes When presenting options or other fields where a “yes” or “no” answer is required, IRMS uses check boxes (x or in the box represents a yes). Check Box Example – Verbal Check Box
To Use a Check Box
1. Clicking the box changes the value. (In most cases, clicking the label will toggle the value.)
- or 2. If the field is the active one, the space bar will toggle between checked and unchecked.
Radio Buttons Radio Buttons are used for situations where options are mutually exclusive (only one can apply at any time). Any one button can be pressed in, but when a different one is pressed, the other button pops out. Radio Button Example – Group Radio Button
To Use a Radio Button
1. Clicking the button or the label (in most cases) selects that option.
- or 2. If the field is the active one, the up and down arrows can be used to change the option selected.
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IRMS User Guide
Right-click Menus Right-click menus are used to display a context sensitive menu. Right-click Menu Example – Case Entry Screen Address Field
To Use a Right-click Menu
1. Move your mouse pointer to a field. 2. Click the button on the right side of your mouse. 3. Move your mouse pointer to an option. 4. Click on the option with the left side of your mouse.
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Introduction
Zoom Text Box Text can be longer than what fits in the space provided on the screen. To see more of the text at once, use the Zoom feature of the Right-click menu. Right-click Menu Example – Case Entry Screen Response Field
To Use the Zoom feature
1. Move your mouse pointer to a field. 2. Click the button on the right side of your mouse. 3. Move your mouse pointer to the Zoom option. 4. Click on the Zoom option with the left mouse button. 5. You can type text into the Zoom box and it will automatically be saved in the current field. 6. Click the
button when done.
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IRMS User Guide
AutoCorrect You can use the AutoCorrect feature available in other Windows Applications (i.e. Word). AutoCorrect Example
To Use the AutoCorrect feature
1. Select AutoCorrect Options… from the Tools drop down menu. 2. Check any or all of the listed options. 3. Select from the menu or type text into the Replace field and insert the appropriate text in the With field. 4. Click the 5. Click the
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button. button.
Introduction
Spelling Check You can use the Spell Check feature available in other Windows Applications (i.e. Word). Spell Check Example
To Use the Spell Check feature
1. Select Spelling… from the Tools drop down menu. 2. IRMS runs spell check on the current screen or section. 3. The Spell Check feature will highlight the misspelled word and provide a Spelling screen containing several options. Evaluate your options and select one or cancel.
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IRMS User Guide
Cursor Hover Tool Tips You can display a Tool Tip if you position your cursor over a command button for about one second. Cursor Hover Example – Open the Response Letter Screen
To Use the Cursor Hover Tool Tips
1. With your mouse, position the cursor over a button. (In the example above, the mouse was positioned over the
toolbar button.)
2. A Tool Tip will display near the button. (In the example above, the box appears slightly below the appropriate button.)
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Introduction
Status Bar Information The Status Bar at the bottom of the screen displays information regarding the field that the cursor is on. Status Bar Information Example – Type Field
To Use the Status Bar Information
1. Move the cursor to any field on the screen. (In the example above, the cursor is located in the Type field.) 2. Look to the bottom left hand corner of the screen and a brief description of the field will be displayed. (In the example above, the description of the Type field is “Contact classification used for processing and reporting.”)
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IRMS User Guide
Show Full Menus in IRMS If you would like to see a full drop down menu, either click on the arrows located at the bottom of the drop down menu
or you can customize your computer to always show full drop down menus.
Show Full Menu Example – Tools Drop Down Menu
To Use the Full Drop Down Menus in IRMS
1. Select a drop down menu. ) at the bottom of the menu or keep the drop down menu selected 2. Click the arrows ( and after a few seconds the entire menu will appear.
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Introduction
About IRMS Information regarding your IRMS installation and licensee information can be accessed at any time. About IRMS Example – Help Menu
To Use the About IRMS Screen
1. Select About IRMS… from the Help menu in IRMS. 2. The About IRMS screen is displayed showing information regarding the IRMS installation. 3. To send IRMS installation and licensee information to OBA via email, click . 4. To refresh your IRMS program at the next login session, click 5. To exit About IRMS, click
.
.
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IRMS User Guide
IRMS Help IRMS uses the Windows Help system. IRMS Help Example – Help Menu
To Use the IRMS Help Screen
1. Select IRMS Help from the Help drop down menu in IRMS. 2. The Windows Help system will be used.
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Chapter 2
Launching IRMS
Logging into IRMS Starting and Logging into IRMS To use IRMS, you must start the program and then log in. The ID that you use to log in will be used to determine what you can do in IRMS. It will also be used to determine your personal preferences for many items within IRMS. To Start IRMS
1. Double click the
icon on your desktop.
- or 2. Click Start > Programs > IRMS 5 (program group) > IRMS 5 (icon). The IRMS Login screen will appear as shown below.
NOTE: The User ID will probably be filled in with the ID of the last user to use IRMS on your computer. (You may type over a User ID by highlighting the field and typing.) To Log in to IRMS 1. Enter your User ID and Password provided by the IRMS Administrator. 2. Click the
button.
3. If a valid User ID and Password are entered, the IRMS Main Menu will open. If the User ID and Password combination is not valid, a warning message will appear. Click OK and try again.
IRMS User Guide
To Logout of IRMS without Exiting To use IRMS, you must start the program and then log in. Once you have started the IRMS program you may want to logout of IRMS and log back in without exiting the IRMS program. To logout of IRMS without exiting IRMS, select Logout from the Form menu. The IRMS Login screen will appear and you may log in as the same user or as a different user. Disabling a User in IRMS If you attempt to login 3 times in a row unsuccessfully, IRMS will automatically disable your User ID. This is shown on the Add/Edit Users screen through the Disabled check box. Additionally, an administrator can manually disable a user by checking this box on the Add/Edit Users screen. When a user is disabled, the User ID will remain in user pick lists. An administrator can enable the user by un-checking the Disabled box on the Add/Edit Users screen. To Set and/or Change Your Password Your initial password for IRMS is blank. Since IRMS tracks changes made by users, we recommend that you use a password. 1. Select Tools from the menu bar at the top of the screen. 2. Select Change Password… from the drop down menu. The Change Password screen will open, as shown at the bottom of this section. 3. Your User ID should appear in the User ID field. If not, manually type your User ID or select your User ID from the drop down menu. 4. Enter the old password in the Old Password field. If you have no password, leave this box blank. 5. Enter the new password in the New Password field. Your typing will be masked so that nobody can see your password. (See your IRMS Administrator for password requirements.) 6. Enter the new password again in the Confirm field. Your typing will be masked so that nobody can see your password. 7. Click the pop up window.
button. You will be notified that your password has been changed by a
8. Click OK. You will be returned to the Change Password screen. 9. Click the
button.
Note: If a user forgets their password, the IRMS Administrator can reset that user's password to blank. The user can then log in without a password and follow this procedure to set a password.
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Launching IRMS
Seeing New Data Resetting Security This item is used to refresh tables used by IRMS. This will allow you to see records that are available to you now that were not available when you last logged in to IRMS. To Reset Security: 1. Select the Tools drop down menu from the menu bar at the top of the screen. 2. Select Reset Security from the drop down menu. Example: If new standard documents are entered and approved while you are already logged in to IRMS, this function will give you immediate access to them without restarting IRMS.
Refreshing Table Values (Updating Combo Box Selections) Many screens in IRMS contain combo boxes that are filled with information drawn from a table. Data that has been changed in those underlying tables is not reflected in any of the open screens until you manually select the Refresh item on the Form menu drop down. To Update the Information in the Combo Box Selections: 1. Select the Form drop down menu from the menu bar at the top of the screen. 2. Select Refresh from the drop down menu.
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IRMS User Guide
Adding a New User to IRMS Adding new users to IRMS is typically done by the IRMS Administrator. A full explanation of adding users is provided in the IRMS Administration Guide. A brief outline, though, of the process is provided in this section. Three steps should be followed to add a new user to IRMS. First, a new user record should be set up. Next, this user’s signature record should be established, if this user’s signature should appear on letters. Finally, this user should have his/her individual user preferences set up.
Step One – Add a New User Record Overview Each user of IRMS must belong to a security group. Therefore, if no security groups have been established, then a security group must be added first. To add a security group, please reference the IRMS Administration Guide. As a new user is added, it must be assigned to one of these security groups. The new user is added through the Add/Edit Users screen. To Add a New User Record: 1. Select Add/Edit Users…from the System drop down menu. (New Record) button on the toolbar at the top of the screen, or click the 2. Select the (new) button on the navigation bar at the bottom of the screen. 3. Enter a User ID (this will be used to enter IRMS). 4. Enter the name of the new user in the Full Name field. 5. Enter the new user’s initials (not case sensitive) in the Initials field. 6. Enter the new user’s e-mail address in the E-mail Account field. 7. Select a security group from the Security Group drop down menu. (You may have to create a new group through the Group Security screen, which is accessed by selecting Group Security… from the System drop down menu.) 8. Department and Division are determined by the security group selected. 9. Add the user to a Therapeutic Group, if applicable. 10. If the new user is the Primary Referred to User in this Group, then check the Primary Ref To box. 11. If the new user is an administrative user then check the Admin User box. If the box is not checked, the user can only see their own user information, the user cannot add users. 12. Close the Add/Edit Users screen.
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Launching IRMS
Add/Edit Users Screen Shot
Step Two – Add a Signature Record Overview If the new user will be signing response letters, a record of the new user’s signature must be added to the Signature Table. To Add a Signature Record: 1. Open the Signature Maintenance screen, by selecting Signature… from the Tables drop down menu. 2. Select the Division that the user belongs to. 3. Assign a Signature Code. This code can be the same as the User ID. (For example, the Signature Code is usually the initials of the user.) The Signature Code must be entered before inserting a signature image or specifying authorized users. 4. Enter the signer’s name and title that will appear on the letter. The Title field is a multi-line field; therefore, the ENTER key will move to a new line within the Title field. 5. The initials, phone, extension, and e-mail address can be merged into the letter through MergeFields. 6. Select the Department that the user belongs to. 7. Import the scanned signature by clicking the
button.
8. Assign the users who have access to this signature image in the Authorized Users section.
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IRMS User Guide
Signature Maintenance Screen Shot
Step Three – Establish Individual User Preferences The User Preferences screens are where each individual can set their own defaults and override some system parameters. User Preferences can be set to make many of the tasks in IRMS faster and easier for you. While it is not necessary to make a selection for most of these fields, doing so will eliminate many of the repetitive tasks on the Case Entry, Case Query, Adverse Events, Case Copy, and Response Letters screens. Changes can be made to your User Preferences at any time. You must reset security, though, to have the changes occur without logging out of IRMS. For a detailed explanation of each tab in User Preferences, please see the User Preferences section of this guide.
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Launching IRMS
User Preferences Overview The User Preferences table allows each user to set their own defaults and overrides for various system parameters and fields. User Preferences can be set to make many of the tasks in IRMS faster and easier by automatically populating some of the fields. While it is not necessary to make a selection for most of these fields, doing so will eliminate many of the repetitive tasks on the Case Entry, Case Query, Adverse Events, Case Copy, and Response Letters windows. User Preferences Window 1. To access User Preferences, log into IRMS. The IRMS Main Menu is displayed. 2. Click User Preferences… from the Tools menu. The User Preferences window is displayed. 3. The User ID, Security Group, Division, and Department fields are automatically populated with user’s individual information by the IRMS Administrator. This information cannot be changed. 4. The Full Name and Initials are also pre-populated with the user’s name and initials. These fields can be changed. 5. If your name and initials are not shown at the top of the window, click the Mine button. The user’s information is displayed. This button is only displayed if you have Administrator rights.
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IRMS User Guide
Case Entry Tab of User Preferences The Case Entry tab populates the fields in the Case Entry window each time a new case is started. If most of the cases processed have the same data in any of these fields, designate that value in this field and avoid selecting it every time in the Case Entry window. 1. If the Case Entry tab is not already selected, click the Case Entry tab. The Case Entry window is displayed. 2.
3. Field Defaults Values entered in the Field Defaults section will auto populate the corresponding fields on the Case Entry window for each new case.
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Division – If you are assigned to be in a division, this field will be preset with your division and it cannot be changed.
Department - This is usually set to your "home" department. If most of the cases that you enter are for another department, enter that department name here.
Case Status – If you would like all new cases to be set to "Open" then select “Open” from the pick list. If left blank, new cases will default to “open”.
Requested Via - If most of your cases come through Sales Reps, select that here.
CC Representative – If most of your cases should have the sales representative automatically receive a copy of the response letter, select this box.
Misc Data – If most of your cases have the same miscellaneous data, then select it here.
Case Type – IRMS can serve as a common starting point for different types of calls. If your site chooses to use Case Types, enter your most common type here.
Priority – If most of your cases have the same priority, then select it here.
Launching IRMS
Source - The way in which most of the cases come in. For most users this will be "Phone".
Entry Period - The data in this field will be inserted into the Entry Period field on the Case Entry screen.
Handling - The "Handling Method" is the way in which most cases are delivered. Examples are mail, phone, or fax.
Product - The Product Code specified defaults in the Question section in Case Entry.
NDC/DIN – If a product is selected, then an NDC Code can be selected from the pick list for that product. The NDC/DIN defaults in the Question section in Case Entry.
Referred To - If most of the cases entered are immediately referred to another IRMS user, enter that user's ID here, otherwise enter your user ID.
4. Action Defaults Select the boxes in the Action Defaults section that apply to Case Entry, My Inbox, and Email Notifications.
Open Attention window or My Inbox at Startup There are two options for displaying new cases when starting Case Entry. The Attention window displays new cases only. The My Inbox window displays folders containing Cases, AE, QA, Follow-up, and Group cases assigned to the user. There is also a folder for Workflow and Workflow Tasks for Documents assigned to the user. Select either Attention or My Inbox to be displayed at startup. Only one checkbox can be selected. Leave both checkboxes unchecked to not display a window at startup. Note: The Division Parameters to Populate the Attention or My Inbox window must also be checked. (See Division Parameters in the Administration Guide) “Open Attention screen at Startup” – Select this checkbox to display the Attention window at startup. “Open My Inbox screen at Startup” – Select this checkbox to display the My Inbox window at startup.
Close Case After Printing Response - If the case should be automatically closed after completing all output formats (letter, fax, e-mail) for a case, select this checkbox. This value will serve as the default for the Change Status of Case field on the Response Letter Processing screen.
Make Questions Verbal Responses - By default, questions are not marked as Verbals (or counted in reports) unless explicitly set to verbal in the Case Entry window. Select this box to set all questions to be "Verbals" unless unchecked by the user.
Do Not Notify Me for Cases Referred to Me – Select this checkbox to stop e-mail notifications of cases that have been referred to your user id.
Do Not Notify Me for QAs Referred to Me – Select this checkbox to stop e-mail notifications of QA cases that have been referred to your user id.
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IRMS User Guide
34
Check for New Cases every 0 Seconds – If the Open Attention screen at Startup is selected, enter a value to determine how frequently IRMS should check for new cases from the Attention screen.
Refresh My Inbox every 120 Seconds – If the Open My Inbox screen at Startup is selected, enter a value to determine how frequently IRMS should refresh the My Inbox window. The default is 120 seconds.
Launching IRMS
Case Query Tab of User Preferences The Case Query tab controls the defaults presented when opening the Case Query window. 1. Click the Case Query tab. The Case Query window is displayed.
2. Field Values Values entered in the Field Defaults section will automatically populate the corresponding fields in the Case Query window when a new case is started. The query can be cleared of all pre-populated values by selecting the Clear Criteria toolbar button.
Division - If you are assigned to be in a division, this field is automatically populated with your division and it cannot be changed.
Department – Enter a department to automatically populate the field.
Service Rep – Enter a Service Rep to automatically populate the field.
Referred To – Enter a Referred To Rep to automatically populate the field.
Case Status – Enter a Case Status to automatically populate the field.
Source – Enter a Source to automatically populate the field.
Contact Class – Enter a Contact Class to automatically populate the field.
Requested Via – Enter a Requested Via to automatically populate the field.
Handling – Enter a Handling code to automatically populate the field.
Case Type – Enter the Case Type to automatically populate the field.
Product – Enter the Product Code to automatically populate the field.
NDC/DIN – Enter the NDC/DIN code to automatically populate the field. 35
IRMS User Guide 3. Action Defaults Select the checkboxes in the Action Defaults section that apply to Case Query.
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Select the Remember Last Case Query checkbox to use the last query the next time the Case Query window is accessed.
Launching IRMS
Contact Tab of User Preferences The Contact tab controls the defaults that are displayed in the Contact section of the Case Entry window. These values are only useful if most of your calls come from the same kind of caller. 1. Click the Contact tab. The Contact window is displayed.
2. Field Defaults Values entered in the Field Defaults section will automatically populate the corresponding fields in the Contact section on the Case Entry window for each new case.
Country – Enter the Country to automatically populate the field.
Contact Class – Enter the Contact Class to automatically populate the field.
Salutation - Enter the Salutation (Dr., Mr., Ms, etc) to automatically populate the field. This field also automatically populates from the Contact Class table.
Degree – Enter the Degree (PharmD, M.D, etc.) to automatically populate the field. This field also automatically populates from the Contact Class table.
Type - Enter the Type to automatically populate the field.
Specialty – Enter the Specialty to automatically populate the field.
Misc – Enter the miscellaneous information to automatically populate the field.
Personal Info – Select the Personal Info indicator to automatically populate the field. The default is “Visible”. This determines if the personal information is visible or hidden for the Case Snapshot.
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IRMS User Guide
AE Tab of User Preferences The AE tab controls the defaults displayed in the Adverse Events window. 1. Click the AE tab. The AE window is displayed.
2. Field Defaults Values entered in the Field Defaults section will automatically populate the corresponding fields in the Adverse Events window for each new case.
Report Type – Select the Report Type to automatically populate the field.
Age Category – Select the Age Category to automatically populate the field.
Height/Weight – Select either “English” or “Metric” to automatically populate the field. If “English” is selected, the Lb and In checkboxes are automatically checked on the Adverse Events window. If “Metric” is selected, the Kg and Cm checkboxes are automatically checked on the Adverse Events window.
3. Action Defaults Select the “Display “No Information” on the 3500A when no data provided” checkbox to print “No Information” on the 3500A report if there is no data provided in the AE case.
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Launching IRMS
Copy Case Tab of User Preferences The Copy Case tab controls the defaults displayed when a case is copied using the Copy Requests or Prepare Mail Merge Data window. 1. Click the Copy Case tab. The Copy Case window is displayed.
2. Define Items to Copy Select the checkboxes to automatically select the corresponding checkboxes in the Copy Requests or Prepare Mail Merge Data window and the Transfer the Current Case window. These checkboxes indicate what information should be included when the case is copied or transferred.
Contacts – Select this checkbox to indicate that the Contacts section should be copied.
Product/Q&A – Select this checkbox to indicate that the Product Question and Answer section should be copied.
Response Letters – Select this checkbox to indicate that the Response Letters should be copied. Some of the data can be overridden by using the Letter Overrides section in the Copy Requests or Prepare Mail Merge Data window when the case is copied.
CC Names – Select this checkbox to indicate that the CC Names associated with the case should be copied.
AE Data – Select this checkbox to indicate that the Adverse Event data associated with the case should be copied.
PC Data – Select this checkbox to indicate that the Product Complaint data associated with the case should be copied.
RMP Data – Select this checkbox to indicate that the Risk Management Program data associated with the case should be copied.
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IRMS User Guide
40
Client Defined – Select this checkbox to indicate that the Client Defined data associated with the case should be copied.
Attachments – Select this checkbox to indicate that the Attachments associated with the case should be copied.
Sources Checked – Select this checkbox to indicate that the Sources Checked data associated with the case should be copied.
Launching IRMS
Document Tab of User Preferences The Document tab controls the defaults displayed in the Document Search/Selection screen. 1. Click the Document tab. The Document window is displayed.
2. Field Defaults Select the checkboxes to automatically populate the corresponding fields in the Document Maintenance window.
Language - Select the Language to automatically populate the field.
3. Document Search Field Defaults Select the checkboxes to automatically populate the corresponding fields in the Document Search window.
Type – Select the Document Type to automatically populate the field.
Status – Select the Document Status to automatically populate the field.
Department – Select the Department to automatically populate the field.
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IRMS User Guide
E-mail/PDF/Fax Tab The E-mail/PDF/Fax tab defines the settings for the e-mail software, PDF software, and fax software used on the desktop. 1. Click the E-mail / PDF / Fax tab. The E-mail / PDF / Fax window is displayed.
2. E-mail Settings The values entered in this section determines the e-mail software used on the desktop.
Software – Enter the e-mail software to use with IRMS on this desktop. If none is specified, the e-mail software designated in the IRMS System Parameters is used. If the E-mail software has been locked in Division Parameters, then this field is not displayed.
Address – Enter the user’s e-mail address. This is the e-mail address used for email notifications. This is the same field used in the Master User record.
Alias (Send As) – Enter the e-mail address to impersonate when sending e-mail from IRMS. This e-mail address is used as the Reply To address when a contact sends a reply from a response e-mail. This is supported to different degrees depending on your e-mail software. If the E-mail Reply To field has been locked in Division Parameters, then this field is not displayed.
3. PDF Settings The value selected in the PDF Settings section defines the PDF software and version used with IRMS on the desktop. The value selected in this pick list will override the PDF value set in Division Parameters. If “Acrobat” is selected from the pick list, then IRMS will attempt to determine the version of Adobe Acrobat on its own. IRMS is compatible with Adobe Acrobat and PDF-Xchange. 4. Fax Software Settings The values selected in the Fax Software Settings section defines the Fax software used with IRMS on the desktop. IRMS is compatible with a Printer, Rightfax, and Winfax.
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Launching IRMS
Software – Enter the faxing software used with IRMS. If the faxing software has been locked in the Division Parameters, then this field is not displayed.
Directory – Enter the location of the Fax Software.
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IRMS User Guide
Folders Tab of User Preferences The Folders tab defines the folder to import data from and export data to on the desktop. 1. Click the Folders tab. The Folders window is displayed.
2. Microsoft Word Location Override section This item is obsolete and will be removed in a later version of IRMS. 3. Other Folder Default section The value entered in the Other Folder Defaults section defines where to look for the user’s other documents.
Import Data From – Enter the default folder displayed when users import documents into IRMS from the Document Maintenance and Import Wizard windows. Click the Browse button next to the field to display the Import Directory pop up window. Select the default folder to contain the Import Data.
Export Files To – Enter the default folder displayed when using the Export operations or the “Save As” functions. If a folder is not entered, the system defaults to the “ExportDir” folder in the “IRMS.ini” file. If neither of these is specified, then the system defaults to the My Documents folder. If the system cannot save the file to My Documents, then the system uses the IrmsTemp folder as the “Save As” location. Clicking the Browse button next to the field to display the Export Directory pop up window. Select the default folder to contain the Exported and “Save As” files.
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Launching IRMS
Letter Tab of User Preferences The Letters tab controls the defaults displayed in the Response Letter window. 1. Click the Letters tab. The Letters window is displayed.
2. Field Defaults The values entered in the Field Defaults section automatically populates the corresponding fields on the Response Letters screen.
Letter Format – Select the Letter Format to automatically populate the field.
Language – Select the Language to automatically populate the field. If no value is entered, the default is "English".
Opening – Select the Opening Template to automatically populate the field. If a value is entered, this Opening Template is used anytime a Response Letter is created, even if there is a more appropriate opening as determined by the Template Control process.
Closing – Select the Closing Template to automatically populate the field. If a value is entered, this Closing Template is used anytime a Response Letter is created, even if there is a more appropriate closing as determined by the Template Control process.
Signature – Select the Signature Code to automatically populate the field. ◄ User Preferences Auto- ► population
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IRMS User Guide 3. Action Defaults Select the checkboxes in the Action Defaults section that correspond to the Response Letters window.
Print Label – Select this checkbox to select the Label checkbox in the Special Functions section.
Print Envelope – Select this checkbox to select the Envelope checkbox in the Special Functions section.
Output to Printer/Enclosure – These fields are the defaults for the corresponding Print checkboxes in the Output Enc section. If the Printer checkbox is selected, then the response letter will be printed. If the Enclosure checkbox is selected, then the enclosures will be printed along with the response letter.
Output to Fax/Enclosure – These fields are the defaults for the corresponding Fax checkboxes in the Output Enc section. If the Fax checkbox is selected, then the response letter will be faxed. If the Enclosure checkbox is selected, then the enclosures will be faxed along with the response letter.
Output to E-mail/Enclosure – These fields are the defaults for the corresponding E-mail checkboxes in the Output Enc section. If the E-mail checkbox is selected, then the response letter will be e-mailed. If the Enclosure checkbox is selected, then the enclosures will be e-mailed along with the response letter. ◄ User Preferences Auto- ► population
4. Edit My Signature button This button displays the Signature Maintenance window. This window allows the user to make changes to his/her own signature.
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Launching IRMS
Other Tab of User Preferences The Other tab defines the parameters in IRMS that are user specific. This includes the stored sizes and locations for monitors. 1. Click the Others tab. The Others window is displayed.
2. Miscellaneous Fields
Default IRMS Directory Click the Browse button next to the Default IRMS Dictionary field to select a different dictionary from the default dictionary used with the Word application.
Choosing a rep level from the FAQ Service Rep Default field will determine the level of access that is auto-populated in the Find and Display FAQs screen the FAQs that this user will have access to.
NO LONGER USED?????
User Preference ▲ Auto-population ►
Automatically Reset Security Settings Select the Automatically Reset Security Settings to automatically refresh Documents, Enclosures, and Table updates when changes are made. The updated data is displayed in pick lists without requiring the user to run the Reset Security option from the Tools menu. General Info Class Default Select the General Info Class Default field to automatically populate Class field when searching for a record in the Read General Information table. ◄ User Preference 47
IRMS User Guide Auto-population ▼
3. Other Parameters Select the Parameter pick list to display the list of parameters. The Description contains a brief explanation and the values for that parameter.
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AEINBOXDAYS The number of days before today to check what AE Reports that are due. In a separate step, an e-mail notification is sent and the AE cases are placed in the AE folder in My Inbox. For example, if the value is “1”, then the system will check for AE Reports that are due tomorrow. Enter the number of days prior to the due date for the AE Reports. AUTOEXPAND_Q_AND_R Expands the Question and Response text fields in Case Entry. Enter “Yes” in the Description field to automatically expand these fields when the cursor is in these fields. The default is no. DM_DOMAIN This parameter is used with Documentum. Enter the domain name for the Documentum login screen in the Description field. DM_HOMELOCATION This parameter is used with Documentum. Enter the initial cabinet or folder when selecting from Documentum. DM_USERNAME This parameter is used with Documentum. Enter your user name for the Documentum login screen. LABELPRINTER Enter the user’s default label printer. NOTESSTARTUP This parameter is used with Lotus Notes. Enter your command line for starting Lotus Notes.
Chapter 3
IRMS Main Menu, Menu Bar and Toolbars
IRMS Main Menu Overview The IRMS Main Menu will always be the first screen displayed after logging into IRMS. The main menu is comprised of drop down menus (i.e. Form), toolbar buttons (i.e. Case Entry), and command buttons (i.e. Query Cases). Please note that the screen title bar lists your user ID to the right of the menu title (i.e. IRMS Main Menu – SCP). Additionally, two more bits of information are contained on this screen. First the version of IRMS that you are running is listed in the lower left hand corner of the screen (i.e. Version 5.3.10.9). Secondly, the lower right hand corner indicates the location of IRMS in your system (i.e. C:\ProgramFiles\IRMS5\IrmsProg.mde). These bits of information should be communicated to the support staff of Online Business Applications any time you are calling with a question or problem. Depending upon your group security, you may not see some of the drop down menus. Also depending upon your group security some of the toolbar buttons and command buttons may be disabled. IRMS Main Menu Screen Shot
IRMS User Guide
IRMS Main Menu Command Button Field Definitions
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Case Entry – Clicking the button will open the Case Entry screen. This is the primary working screen within IRMS. When a request for information is received, data is entered into IRMS via the Case Entry screen.
Query Cases – Clicking the button will open the Case Query screen. This is a powerful “query-by-form” screen that is used to find previously entered data for further processing.
Print Letters – Clicking the button will open the Print Response Letters, Faxes, and E-mails – Selection screen. This screen allows you to select records for batch output processing.
Documents – Clicking the button will open the Document Maintenance screen. This screen allows you to maintain a repository of documents that are used to create response letters.
Read FAQs – Clicking the button will open the Read FAQs screen. This screen is a collection of frequently asked questions and answers. It allows the user to quickly access responses to the more commonly asked questions.
General Information – Clicking the button will open the Read General Information screen. This screen is a searchable database to store any non-medical general information.
Reports – Clicking the button will open the IRMS Reporting Module screen. This screen allows the user to order reports using several pre-defined report formats that can be sorted and summarized in a variety of ways.
IRMS Main Menu, Menu Bar, and Toolbars
Menu Bar The Form Menu The Form drop down menu contains items that are available on most screens displayed by IRMS. Form Menu Form View
Datasheet View
Refresh
Top Left
Size To Fit
Save Size & Location Use Default Settings Print
Print Setup
This is the normal view you see in most screens of IRMS. One record is presented with prompts for each field. (Also see the Using Form View or Datasheet View section.) This view presents multiple records in a spreadsheet format. (Also see the Using Form View or Datasheet View section.) Many of the screens in IRMS contain combo boxes that are filled with information from another table in IRMS. Data changed in those underlying tables is not reflected in any other screen that is in use unless the Refresh item is chosen. (Also see the Refreshing Table Values section.) Like any Windows screen, IRMS screens can be dragged around to different places on the desktop. The Top Left item returns the active screen to the extreme top and left of the IRMS window. Most IRMS screens can be resized by dragging the edge of the screen to a new location. The Size To Fit item is used to restore an IRMS screen to a size that will show all the data. IRMS can save the size and location of several screens. If you choose this item, the forms size and location will be saved. Those settings will be used each time that screen is opened. This will cause IRMS to use the default size and location for this screen. The Print item is used to print the active screen. This is a very basic printout that duplicates the screen (placing as many records on each page as it can). To get just the current record being displayed, be sure to click the Selection option under the Print Range group. Note: Many screens have a print command button that produces a report specifically designed for that screen. Use that button for best results. The Print Setup option (also available on the Print screen shown above) brings up the Print Setup screen. This screen can be used to change the printer for the current report. Context-sensitive help can be obtained by using the question mark button that appears in the title bar of the form.
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IRMS User Guide Form Menu Send
IRMS can attempt to send the current screen via electronic mail by using the Send option. This option may not work with all e-mail systems or if your e-mail system has not been set up to interface to Microsoft Office. If this option is selected while in Form View, all the underlying records will be included in the message. For this reason, it is better to go to Datasheet View and select the rows and columns desired. This will designate the range of cells to be selected. While in datasheet view, click in the first cell to be included (Top-most, left-most box) and, while pressing the Shift key, click in the last cell to be included (Bottom-most; right-most box). The selected cells will be highlighted.
The data to be sent must be converted to either a spreadsheet file or a word processing file. Neither of these formats will exactly duplicate the appearance of the screen. This item is intended to get the information transferred in the most compatible way.
Logout Exit IRMS
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The screen that appears after clicking the OK button on the Select Format selection will vary according to the e-mail software, but should be familiar to the user. The data to be sent will appear as an attachment in the format specified. This item logs you off of IRMS, but brings up the IRMS LogIn screen. If you do not want to login then hit Cancel and IRMS will close. This item exits you from IRMS. Information contained in any open forms will be saved.
IRMS Main Menu, Menu Bar, and Toolbars
The Edit Menu The Edit drop down menu contains several items related to the entering of data.
Edit Menu Undo/Can’t Undo Typing
Cut Ctrl+X
Copy Ctrl+C
Office Clipboard Ctrl+B Paste Ctrl+V
Find
Replace Ctrl+H
This item is dimmed out until some change is made to the current field. When changes are made, the item changes to Undo Typing. This item will take the highlighted data, remove it, and place it in the clipboard. From the clipboard, it can be pasted into another location later. Typing CTRL- X (holding down the CTRL key and hitting the X key) also does this. This item will take the highlighted data (without removing it), and place it in the clipboard. From the clipboard, it can be pasted into another location later. Typing CTRL- C (holding down the CTRL key and hitting the C key) also does this. This item will activate the Office Clipboard. Typing CTRL- B (holding down the CTRL key and hitting the B key) also does this.. This item will insert the contents of the clipboard into the current cursor location (the active / current field). Typing CTRL- V (holding down the CTRL key and hitting the V key) also does this. This item will bring up a Find screen specific to the current field. Context-specific help may be obtained by using the question mark button in the title bar of the Find screen. (Also see the Finding a Record Using “Find and Replace” section in User’s Guide 3.) This item will bring up a Replace screen specific to the current field. This is a powerful command and should be used with extreme caution. Contextspecific help may be obtained by using the question mark button in the title bar of the Replace screen. (Also see the Finding a Record Using “Find and Replace” section in User’s Guide 3.)
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The Case Menu The Case drop down menu contains the menu items used to process most cases. Case Menu Case Entry… Case Query…
Print Letters… Rep Memos…
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Starts the Case Entry screen, the primary working screen in IRMS. Starts the Case Query screen. From there you can find and select records for processing in Case Entry. Starts the Print Response Letters, Faxes, and E-mails – Selection screen. From there you can process groups of responses. Starts the Rep Notification Processing screen, which is a query screen to search for letters for Rep Memos and Rep Copies. From there you can keep your sales reps informed of activity in their area.
IRMS Main Menu, Menu Bar, and Toolbars
The Tools Menu The Tools drop down menu contains tools that are available on most screens displayed by IRMS. Tools Menu Starts the Document Search/Selection Search Documents… screen. From there you can find and view any document defined in IRMS. (Also see the Using the Documents Search/Selection Screen section.) Search Enclosures…
Starts the Enclosure Search/Selection screen. From there you can find and view any enclosure defined in IRMS. (Also see the Using the Enclosure Search/Selection Screen section.)
Search Reps…
Starts the Representative Search screen. From there you can find representatives defined in IRMS. (Also see the Finding Representative Name and Address section.)
Search Accounts…
Starts the Account Search screen. From there you can find accounts defined in IRMS. (Also see the Searching the Account Table section.) Starts the Contact Search screen. From there you can find contacts defined in IRMS. (Also see the Searching the Contact Table section.) Starts the Case Log Search screen. From there you can find case logs in IRMS. (Also see the Searching the Case Log section.) Starts the Change Password screen. From there you can change your IRMS password. (Also see the To Set and/or Change Your Password section.) Starts the Logged In Users screen. From there you can see who is logged in to IRMS. Reinitializes IRMS. Use this when new documents (or any other items) have been defined in IRMS since you last logged in. (Also see the Resetting Security section.) Starts the User Preferences screen. From there you can define many of the defaults presented to you in IRMS. (Also see the Setting up Individual User Preferences section.) Starts the AutoCorrect screen. This is the standard AutoCorrect screen found in Microsoft Office applications. Starts the Microsoft Office Spelling check (if available on your computer). Starts the My Inbox screen. From there you can see a list of all of the cases and follow ups to your User ID. (Also see the My Inbox section.) Starts the Attention screen. From there you can see a list of all of the newly transferred cases to your User ID. (Also see the Checking for Cases Requiring Your Attention section.)
Search Contacts…
Search Case Logs… Change Password…
Logged In Users Reset Security
User Preferences…
AutoCorrect Options… Check Spelling… “My Inbox” screen
“Attention-” screen
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IRMS User Guide Tools Menu Sources…
General Information
FAQs
E-mail Corporate
Communications Log On-Call Staff Calendar
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Starts the Sources Checks Master screen. From there you can add and make changes to the list of references that the user can check while preparing a response to the question. (Also see the Maintaining the Sources Checked Screen section.) Starts the General Information Maintenance screen. From there you can add and make changes to the list of non-medical related references that are accessed through the Reference button on the IRMS Main Menu screen. (Also see the Maintaining the General Information section.) Starts the FAQ Maintenance screen. From there you can add and make changes to the questions and answers that will make up the Read FAQs screen. (Also see the Maintaining the FAQs section.) Starts the E-mail Corporate screen. From there you can e-mail a template to corporate about the active case. IRMS will merge information from the active case into the template. Starts the Communications Log screen. This logs e-mails sent thru IdsMail. Starts the On-Call Staff Calendar screen. From there you can add proxies and backups for your shift. (Also see the On-Call Staff Calendar section.)
IRMS Main Menu, Menu Bar, and Toolbars
The Documents Menu The Documents drop down menu contains selections used for manipulating documents in IRMS. The items in this menu will be explained in further detail in the IRMS Document Management Guide. Documents Menu Maintenance…
Starts the Document Maintenance screen. From there you can control the documents used in IRMS.
Combo Documents…
Starts the Combo Documents Maintenance screen. From there you can create and maintain combination document records and the documents that comprise them.
Template Control…
Starts the Template Decision Table screen. From there you can control how IRMS uses opening and closing documents. Starts the Letter Formats screen. From there you can define multiple letter formats and how IRMS will operate in order to produce letters in those formats. Starts the Images screen. From there you can instruct IRMS to insert letterhead graphics, logos, signatures, and other enhancements to your letters. Starts the Document Log screen. From there you can see when and by whom a change was made to a document. Starts the Mass Document Change using MS-Word screen. From there you can run a user-defined macro on a group of IRMS documents. Use with extreme care! The macro will run on each document meeting the selection criteria AND IS NOT REVERSIBLE! This option will only be available through the IRMS – Main Menu screen. Starts the Multiple Document Import screen. From here you can import multiple documents. This option will only be available through the IRMS – Main Menu screen. Starts the Sample Document – Requester Information screen. From here you can control the information printed on sample documents.
Letter Formats…
Images…
Document Log… Mass Update…
Mass Import…
Sample Data…
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IRMS User Guide
The Tables Menu The Tables drop down menu allows you to maintain many of the underlying tables that IRMS uses to present combo boxes of valid choices for many different fields. The tables are generally maintained by the IRMS Administrator at your site. A detailed explanation of how to maintain these tables is covered in the IRMS Administration Guide. Tables Menu General…
Starts the Table Maintenance screen. From there you can maintain the many tables in IRMS that consist of just a description and the many tables that consist of just a code and a description. This screen includes the ability to report on the table you are maintaining.
Abstract Control
Starts the Abstract Maintenance screen. From there you can maintain abstract information.
Account…
Starts the Account Maintenance screen. From there you can maintain a list of accounts that might call with a question.
Contact…
Starts the Contact Maintenance screen. From there you can maintain a list of contacts that might call with a question. Starts the Contact Class Maintenance screen. From there you can maintain a list of contact (profession) classes and their defaults for salutation and degree.
Contact Class…
Postal Code… Product… Representative… Representative Type… Rep/Postal Link… Shift… Signature…
Watermarks… QC Site…
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Starts the Postal Code Maintenance screen. From there you can maintain the postal/zip codes. Starts the Product Maintenance screen. From there you can maintain product information. Starts the Representative Maintenance screen. From there you can maintain the list of sales reps for your organization. Starts the Representative Type Maintenance screen. From there you can define the representative types for your organization.. Starts the Rep / Postal Code Link screen. From there you can maintain the linkage between postal codes and representatives. Starts the Shift Maintenance screen. From there you can define information about the shifts assigned to people in IRMS. Starts the Signature Maintenance screen. From there you can maintain information about the people authorized to sign letters generated by IRMS. Starts the Watermarks Maintenance screen. From there you can define the watermarks to be used in IRMS.. Starts the QC Site Maintenance screen. From there you can create and maintain Quality Control or Manufacturing sites. This screen is used with the Product Complaints module.
IRMS Main Menu, Menu Bar, and Toolbars Tables Menu Starts the MedDRA Terms Maintenance screen. From there you can Terms Maintenance maintain all of the MedDRA terms. Starts the Drug Dictionary screen. From there you can see a complete Drug Dictionary… list of all drugs.. Starts the IRMS - Import Wizard screen. From there you can import Import Wizard… records for several tables including accounts, representatives, rep/postal links, and requests. Starts the Code Converter screen. This screen allows the automatic Code Converter matching of codes from an external system to codes in IRMS. This screen is for use with the Siebel Connector.
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The System Menu The System drop down menu allows designated users to perform system maintenance tasks. The tasks under the System menu are usually performed by the IRMS System Administrator at your site. These tasks are described in detail in the IRMS Administration Guide. System Menu Add/Edit Users…
Security Log
Starts the Security Log screen. From there you can see activity concerning security settings.
Show Users…
Starts the Logged In Users screen. From there you can see who is logged in to IRMS.
Group Security…
Starts the Security screen. From there you can add and modify the IRMSSpecific security. This is where you control what a Group can see and do in IRMS.
Document Security…
Starts the Document Security screen. From there you can control who can see individual documents.
Compact Databases…
Starts the Compact Attached Databases warning box. From there you can agree to compact your Microsoft Access Jet databases. Starts the Clean Up Docs warning box. From there you can agree to remove documents from the DOCS folder if they are no longer associated with Document records in IRMS. Starts the Database Administration screen. From there you can perform database administration functions including the attaching of data tables to a new version of IRMS. Starts the System Parameters screen. From there you can configure IRMS for your site. Starts the Division Parameters screen. From there you can configure IRMS for your site.
Clean Up Documents…
Database Administration
Parameters… Division Parameters…
Archive… Move Cases… Delete Current User History
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Starts the Add/Edit Users screen. From there you can add new users and make changes to current users to the Microsoft Access security file.
Starts the Archive and/or Copy IRMS Data screen. From there you can copy and/or archive data. Starts the Move Cases screen. From there you can move all of the cases from a country from one division to another division. Starts an IRMS warning box. From there you can agree to delete old records from the table that records each time a user logs into and out of IRMS.
IRMS Main Menu, Menu Bar, and Toolbars System Menu Sequence…
Table Name Definitions Acrobat Security…
EDL Parameters… Watermarks…
Starts the Sequence Number Maintenance screen. From there you can modify the next available number in a variety of situations. This would include changing the Case Number at the start of a new year. Starts the Table Names Definitions screen. From there you can define the "General" tables available in IRMS. Starts the Acrobat Distiller – Security within IRMS screen. From there you can specify the settings to be used when making secured PDF files. Starts the External Document Library Parameters screen. Starts the Watermark Maintenance screen. From there you can define the watermarks to be used in IRMS.
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The Reports Menu The Reports drop down menu contains items for running reports within IRMS. The items in this menu will be explained in further detail in the IRMS Reporting Guide Reports Menu Table Listings
Report Generator Periodic Reports
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Starts the IRMS List Selection screen. From there you can create listings of the values entered in the underlying tables of IRMS. Starts the IRMS Reporting Module screen. From there you can define and create a variety of reports based on case and response data. Starts the Periodic Reports screen. From there you can order and make changes to periodic reports. (This option is only available for cases with Adverse Events.)
IRMS Main Menu, Menu Bar, and Toolbars
The Window Menu The Window drop down menu contains selections used for manipulating open windows in IRMS. The items contained in this menu will vary based upon the number of open windows. IRMS allows the user to leave multiple screens open. Each screen will, however, consume "system resources". There will be a numbered list of all the open windows in IRMS at the bottom of this menu. Selecting one of them will bring that window to the top and it will become the active window. Window Menu Tile Horizontally
Tile Vertically
Cascade
Arrange Icons Hide Unhide Size to Fit Form List of Open Windows
Arranges open windows horizontally across your screen with the top and bottoms of windows touching, like ceramic tiles. Arranges open windows vertically across your screen with the left and right sides touching, like ceramic tiles Arranges open windows in a "waterfall" pattern, one on top of the other, exposing the Title Bar of each window Arranges icons. Hides the active window. Unhide previously hidden windows. Returns resized windows to their default values. Displays a list of the screens open in IRMS.
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The Help Menu The Help Menu contains menu items for obtaining assistance with IRMS.
Help Menu IRMS Help About IRMS…
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Starts the IRMS help system. This item displays general information about IRMS.
IRMS Main Menu, Menu Bar, and Toolbars
Shortcuts menu from the Case Entry Screen The tasks under the Shortcuts menus will change depending upon the screen in use when the Shortcuts menu is accessed. This drop down menu is accessed from the Case Entry screen by clicking on the Shortcuts drop down menu. Shortcuts Menu Starts the Enhanced Datasheet View screen. Enhanced Datasheet View From there you can see selected "important" information about multiple records in an enhanced spreadsheet view. Copy
Starts the Copy Requests or Prepare Mail Merge Data screen.
Re-Open Case
Starts the Re-Open Case warning box. From there you can agree to have the status of the case changed back to "Open". Saves the changes to the current case. Cases are automatically saved when you leave the case. This item does a save "on demand". Starts the Case Communications Log screen. From there you can view the activity for the case. Starts the Select a Destination screen. From there you send the case via e-mail. Starts the E-mail Case Info form to send an email. E-mails are based on a pre-defined set of e-mail templates. Starts the Send Copy of this Case to Another Department screen. Starts the Case Attachments screen. Starts the Case Correspondence screen for the current case. Starts the Client Defined Fields screen for the current case. Starts the Literature Category Selection screen. Starts the Case Note Pad screen for the current case. Starts the Response Letters screen. Starts the Sources Checked screen for the current case. Opens the Case Audit Trail in "Print Preview" mode for the current case. A history of the changes made to the case is displayed with who and what was changed. Starts the Case Log screen. From there you can see important transactions for the case. Prints a case snapshot for the current case. Opens the Case Snapshot in "Print Preview" mode where several output options are presented Starts the Response Letter Processing screen. From there you can print the response letters for the current case. Starts the Delete Case warning box. From there you can agree to delete the current case.
Save
Case Communications Log E-mail Case Transfer E-mail Case Info
Send Copy to Another Dept Attachments Case Correspondence Client Data Literature Request Notes Response Letters Sources Checked… Case Audit Trail
Case Log Case Snapshot Case Snapshot Preview Print Letter Delete Case
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Shortcuts menu from the Response Letters Screen The tasks under the Shortcuts menus will change depending upon the screen in use when the Shortcuts menu is accessed. This drop down menu is accessed from the Response Letters screen by clicking on the Shortcuts menu.
Shortcuts Menu Case Log Choose Templates Re-Open Letter
Copy New Save CC Names…
Makes a copy of the letter. Begins a new letter for the current case. Saves the letter. Starts the Response Letter Copies screen.
Merge Fields… Edit Letter
Bring up the Merge Fields screen. Brings up the letter and you may make changes to the letter. Merges the letter. Prints the letter Allows you to view the letter. You may not make any changes to the letter. Deletes the letter.
Merge Letter Print Letter View Letter Delete Letter
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Displays major case changes with date and user. Currently not being used. Changes the letter status and case status back to “open” and re-opens the letter.
IRMS Main Menu, Menu Bar, and Toolbars
Shortcuts menu from the Document Maintenance Screen The tasks under the Shortcuts menus will change depending upon the screen in use when the Shortcuts menu is accessed. This drop down menu is accessed from the Document Maintenance screen by clicking on the Shortcuts menu. Shortcuts Menu Edit Document Enclosures
Edit Document Merge Fields
Print an Enclosure Where Used List
New Document Copy Current Document Copy File for Linking Print Sample Document
Delete Document
Starts the Document Enclosures screen. From here you can associate enclosures with this standard document. Brings up a screen to define "mail merge" fields specific to this document. When this document is used in a response letter, the user will be prompted to fill in a value for the defined merge field(s). If this document is of Type "Enclosure", then this item will start the EnclWhereUsed: Report screen. This screen will generate a report telling you all the standard documents that have this enclosure associated with them. Start working on a new document record of this same type. Copy the current document record and make a new one whose status will be "Pending". Assists in placing a document in a Shared Folder based on division parameters. (Used only for specific clients) Print a sample letter based on the data specified in your Sample Data table. This will take the opening and closing document specified, create "mailmerge" data based on the Sample Data, and create and print a letter with this document as the "body" of the letter. Changes the status of the current record to "Deleted". The NEXT time you select records, this one will NOT appear.
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Toolbars Case Entry Screen Toolbar The following are explanations of the toolbar buttons available on the Case Entry screen.
Button
Explanation and Comments Form View - Displays the records one record at a time in a form. Datasheet View - Displays multiple records in a spreadsheet format. Enhanced Datasheet View - Displays selected information about multiple records in an enhanced spreadsheet format. (See the Case Entry Enhanced Datasheet View section.) Find Open Cases – Finds all your open cases. (See the Finding All of your Open Cases section.) Case Query - Starts the Case Query screen. (See the IRMS Main Menu – Query Cases section.) Document Search - Starts the Document Search/Selection screen. (See the Using the Document Search/Selection section.) Account Search - Starts the Account Search screen. (See the Searching the Account Table section.) Contact Search – Starts the Contact Search screen. (See the Searching the Contact Table section.) Display the record of the Representative associated with the request – Starts the Representatives screen. This screen displays all of the information for one sales representative at a time. (See the Finding the Rep’s Name and Address section.) Duplicates Search - Starts a special version of the Case Query screen. This screen looks for other cases that have the same Last Name, Phone Number, and Postal Code as the current case. (See the Finding Duplicate or Repeat Callers section.) Copy Case - Starts the Copy Requests or Prepare Mail Merge Data screen. (See the Copying All or Part of a Case section.)
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IRMS Main Menu, Menu Bar, and Toolbars
Save Case - Saves the changes to the current case. Cases are automatically saved when you leave the case. This button does a save “on demand.” Send Case – Starts the Send Copy of this Case to Another Department screen. (See the Sending a Case to Another Department/User section.) Response Letters - This button starts the Response Letters screen. (See the Creating Standard Response Letters section.) Note Pad - This button brings up the Notes screen. (See the Using the Note Pad section.) Product Complaint – Starts the Product Complaint Entry screen, if it is installed on your system. Adverse Event - This button starts the Adverse Event Data Collection screen, if it is installed on your system. Case Correspondence Management Screen – Starts the Case Correspondence screen. (See the Case Correspondence Management Screen section.) Case Log – Starts the Case Log screen. (See the Case Log section.) Case Snapshot - Prints a Case Snapshot for the current case. (See the Printing Case Snapshots section.) Case Snapshot - Previews a Case Snapshot for the current case. (See the Printing Case Snapshots section.) Labels – Select specific labels to print. (See the Selecting Specific Labels to Print section.) Print Submitted Letters for Case - Starts the Response Letter Processing screen for the printing of submitted letters for the current case. (See the Processing All Submitted Letters for One Case section.) Delete Case - Deletes the current case. (See the Deleting a Case section.) Close - Closes the Case Entry form.
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Response Letters Screen Toolbar The following are explanations of the toolbar buttons available on the Response Letters screen.
Button
Explanation and Comments Form view. Displays the records one record at a time. Datasheet view. Displays multiple records in a spreadsheet format. New. Starts a new response letter record. Copy the current response letter record. (See the Copying the Current Response Letter section.) Save the current response letter record. Starts the carbon copy screen. (See the Entering CCs for Response Letters section.) Merges all the pieces (opening, closing, document(s), reference(s), and data) into the letter and generates the word processing document. (See the Merging and/or Viewing the Response Letter section.) Brings up the merged letter using word processing software to allow editing of the letter. (If the letter has not been merged, that process will take place at this time.) (See the Editing the Response Letter section.) Brings up the merged letter using word processing software but will not allow changes to the letter. (If the letter has not been merged, that process will take place at this time.) (See the Merging and/or Viewing the Response Letter section.) Starts the Labels screen. From there you can select specific labels to print. (See the Selecting Specific Labels to Print section.) Prints label to file. Prints standard #10 envelopes. Print Letter - Sends this letter to the printer. Delete Letter - Deletes this response letter record. (See the Deleting the Response Letter Record section.) Exits from the response letter and returns to the Case Entry screen.
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Chapter 4
Case Entry Processing Steps
Overview The Case Entry screen is the primary working screen within IRMS. When you receive a request for information, you enter this data into IRMS via the Case Entry screen. All of the information collected for each case, including the final version of the response letters that were printed, is permanently stored. Any part of this case history can be recalled at any time for review and analysis. The IRMS Main Menu – Case Entry section will help you through the process of taking a new case from beginning to end. All of the functionality of the Contact section of the Case Entry screen will be explained, including adding a new contact, recording multiple contacts for a case, copying a contact, deleting a contact, changing contact information, finding duplicate callers, and searching the account and contacts table. All of the functionality of the Question section of the Case Entry screen will be covered, including adding a new question, recording multiple questions and responses, deleting a question, changing a question, finding general information for a question, finding frequently asked questions, and using documents as verbal responses. All of the functionality of the Basic sections of the Case Entry screen will be explained, including recording sources checked, finding rep names and addresses, entering information into the note pad, entering client defined fields, printing case snapshots, adding a literature fulfillment case, sending a case to another department, sending an e-mail to the sales rep, completing a case, updating a completed case, reopening a case, changing a completed case, and deleting a case. Any additional functionality of the Case Entry screen will be covered, including creating letters, picking documents, searching for documents, picking combo docs, using question documents, viewing standard documents, picking enclosures, searching for enclosures, viewing enclosures, entering CCs for response letters, merging the response letter, re-opening a response letter, finding a response letter, e-mailing a response letter, faxing a response letter, submitting a letter for processing, creating quick response letters, processing letters, and using the mass print function.
IRMS User Guide
Case Entry Screen Shot To access the Case Entry screen, click the
button on the IRMS Main Menu, or
button on the IRMS Main Menu toolbar, or select Case Entry… from the click the Case menu. The Case Entry screen is broken into 3 separate sections. The Basic Case sections include the top row and the bottom portion of the screen. The Contact section is on the left side of the screen. The Question section is located on the right side of the screen.
To see an explanation of each toolbar button, please see the Toolbar section. To see an explanation of each drop down menu item, please see the Drop Down Menu section. To see a definition for each field, please see the Field Definitions in Alphabetical Order – Case Entry Screen section. For information on merge and replacement fields, refer to the Field Codes Guide. Shortcut Keys for the Case Entry screen
The Shortcut Keys in Case Entry moves the cursor to the different areas of the screen. Below is the shortcut key and field the cursor is moved to.
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1 First Name
Contact Section
2 Address
Contact Section
3 E-mail
Contact Section
4 Product
Question Section
5 Question
Question Section
6 Response
Question Section
Case Entry Processing Steps
7 Request Via
Basic Case Section
8 Case Type
Basic Case Section
9 Service Rep
Basic Case Section
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Entering a Case into IRMS Overview When you receive a request for information, you enter this data into IRMS via the Case Entry screen. 1. Upon starting a new case in IRMS, a few fields in the Basic Case section at the top of the Case Entry screen will be filled automatically by IRMS. (See the Step 1 – Starting a New Case section.) 2. Enter data into the Contact section of the screen. (See the Step 2 – Adding a New Contact section.) 3. Enter data into the Question section of the screen. (See the Step 3 – Adding a New Question section.) 4. Enter data into the bottom section of the screen. (See the Step 4 – Entering Basic Case Information section.) 5. Provide a verbal response to the request. If a written response is also required proceed to step 6, if a verbal response is sufficient for this inquiry, proceed to step 7. (See the Step 5 – Verbally Responding To the Requester section.) 6. Create a written response to the request. (See the Step 6 – Creating a Written Response section.) 7. Process the written response either via printing, faxing, and/or e-mailing. (See the Step 7 – Processing the Written Response section.) 8. Close the case. IRMS will store all of the data for reporting. (See the Step 8 – Completing the Case section.)
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Step 1 – Starting a New Case 1. From the Case Entry screen, click the bottom of the screen.
button on the Case navigation bar at the very
Master Contact Required 2. If a Master Contact is required for a new case, the Contact Search screen is displayed. (A Master Contact is required if the “RequireMasterContact” parameter on the Other tab in Division Parameters is set to “Yes”.) If a Master Contact is not required, skip to New Case Created section. 3. Enter the search criteria for the Contact. To use the Find 3 of 5 functionality, enter at least 3 of the following fields and click the Find 3 of 5 toolbar button. First Name Last Name Phone Zip/Postal State/Region Otherwise, enter the criteria and click the Find toolbar button. 4. If search results are found, the results are displayed in the Results section at the bottom of the Contact Search screen. Select the appropriate Contact and click Create Case toolbar button. If the contact is not displayed in the list, click Create Contact toolbar button, enter the contact information and click the Create Case toolbar button. Skip to New Case Created. 5. If no results are found, a message window displays “No matching records were found.” Click Create Contact toolbar button to enter the contact information into the Contact Master. Click Create Case toolbar button to create a new case. New Case Created
6. The next consecutive case number will be assigned by IRMS. 7. The Language, Division, and Department will be pre-set based on your User Preferences or based on your Group Security. 8. The Status will default to Open or your User Preferences can be set to override this value. 9. If a Master Contact is required, the Contact information is populated, including the Contact ID. 10. You may now proceed to Step 2 – Adding a New Contact. Screen Shot of the top section of Case Entry
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Step 2 - Adding a New Contact Data in the Contact section must be entered in upper and lower case because it is used in the response letter generated by the word application. The number of contacts that can be added to a case is unlimited. This allows you to enter patients, reporters, doctors, and pharmacists.
If a Master Contact is required, most of the contact information is already populated. Enter any additional information that is missing. If a Master Contact is not required, proceed with the following steps and enter the contact information. Note: If any of the Contact fields are encrypted, the field background is displayed in gray. 1. Enter the First and Last name of the requester. The Enter or Tab key will move you to the next field. 2. Enter the gender of the requester with an M or F. (Tabbing into this field can be turned off in the Case Entry tab of System Parameters by your IRMS Administrator.) 3. The button to the right of the gender field indicates if this contact is the Primary Contact. A button. The first contact entered is automatically Primary Contact is indicated by a red assigned as the Primary Contact. There must be one Primary Contact per case. To assign a to different Primary Contact, click the button. The button will change from indicating that this contact is the Primary Contact. Prior to deleting a Primary Contact, a different contact must be selected as the Primary Contact. 4. Enter the Phone and Fax numbers. Do not enter spaces or dashes, as IRMS will auto format the numbers. IRMS can capture two phone numbers for the requester. Only the first phone number will be linked to the address. 5. If there is a Contact Phone (second Phone Number) displayed, enter the Contact Phone. This field is defined as an Optional Field in the Division Parameters. 6. If Attention is displayed, enter data into the Attention field if you wish. This field is defined as an Optional Field in the Division Parameters. 7. Enter the Title of the requester.
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Case Entry Processing Steps
8. Enter the Company name of the requester. This field can hold multi lines of data. To add lines while remaining in this field, hit the Ctrl and Enter keys simultaneously. The Enter or Tab key will move you to the next field. 9. If Department is displayed, enter the department of the requester in the Dept field. This field is defined as an Optional Field in the Division Parameters. 10. Enter the Address. This field can hold multi lines of data, thus the Enter key will allow you to add lines while remaining in this field. Use the Tab key to move to the next field. 11. If you enter the Country, it will appear as part of the address. 12. Enter the zip code in the Zip/Postal field. The City and State/Region will automatically be populated. If there are multiple cities within a zip code, a menu will pop up for you to choose the correct city. To override a city and/or state/region, simply type over the displayed value. 13. Choose the requester’s classification from the Class drop down menu. When the Class is selected, the Gr (greeting), Sa (salutation) and De (degree) of the requester will be auto populated. To override a greeting, salutation, and/or degree, simply type over the displayed value. 14. Choose the Type of contact (i.e. Health Professional) 15. If the Specialty field is displayed, enter the Specialty of the contact (i.e. Neurology or Cardiology). (The Specialty field may be auto-populated from the selection of the Type.) This field is defined as an Optional Field in the Division Parameters. 16. Enter any miscellaneous information in the Misc field. 17. Enter the E-mail address of the requester or select the Auto-Populate
button.
Note: The Auto-Populate Email button is activated when the OutlookAddressFolder Parameter in the System Parameters is set to “Global Address List” or a contact folder in Outlook. If there is more than one match, all matches are displayed in a window for a final selection. 18. Choose the personal information to be hidden or visible from the P.I. Info pick list menu. This will determine if the personal information will be visible or hidden for a Case Snapshot report. 19. If a Master Contact is required skip to Add Additional Contact section. Add Contact Master
20. If the user has access to Contact Maintenance, the Add/Update Master button is displayed. This button will check for the contact’s Last Name, First Name and Contact Phone Numbers. If no Contact Master is found, the user is prompted to add the contact as show below.
Click “Yes” to add the Contact. Click “No” to return to the Case Entry screen. If a Contact Master is added, the AddNewMasterContact window is displayed.
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Click “OK” to acknowledge that the record was added. 21. If a Contact Master is found, all matching records are displayed in the Contact Search screen as shown.
Select the correct contact information and proceed with the steps for using a contact from the Contact Search screen. 22. If a single Contact is found that matches the Last Name, First Name, and Phone Number, but other contact information is different, the old and new contact information is displayed and the user is prompted to update the information. The screen is shown below.
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23. To update the Contact Master, click Update Master. To cancel the updates, click Cancel. If the Contact Master is updated, an additional window is displayed stating the Contact was updated as shown below.
Click OK to return to the Case Entry screen. Add Additional Contact
24. To add an additional contact, right-click in the Contact section of the Case Entry screen and select New Contact from the right-click menu or click the navigation bar, as shown below.
button on the Contact record
Copy Contact to New Case
25. To copy the current contact to a new case, right-click in the Contact section of Case Entry and select Copy Contact to New Case. A new case is initiated with the current contact information. If the user is “Non-Divisional”, a pop up window is displayed prompting the user to select a Division. Any fields that are Divisional are cleared. Master Contact Required for Additional Contacts
26. If a Master Contact is required for a new case, the Contact Search screen is displayed. (A Master Contact is required if the “RequireMasterContact” parameter on the Other tab in Division Parameters is set to “Yes”.) If a Master Contact is not required, skip to Master Contact Not Required section. 27. Enter the search criteria for the Contact. To use the Find 3 of 5 functionality, enter at least 3 of the following fields and click the Find 3 of 5 toolbar button. First Name Last Name Phone Zip/Postal State/Region Otherwise, enter the criteria and click the Find toolbar button. 28. If search results are found, the results are displayed at the bottom of the Contact Search screen. Select the appropriate Contact and click Create Case toolbar button. If the contact is not displayed in the list, click Create Contact toolbar button, enter the contact information and click Add to Current Case toolbar button. Skip to Required Field Processing section.
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Master Contact Not Required
If no results are found, a message window displays “No matching records were found.” Click Create Contact toolbar button to enter the contact information into the Contact Master. Click Add to Current Case toolbar button to continue. Continue entering contact information as described above. Add Account Master
29. If the user has access to Account Maintenance, the Add/Update Acct button is displayed. This button checks Last Name, First Name and Contact Phone Number before adding an account. If no Account Master is found, the user is prompted to add the account as show below.
30. Click “Yes” to add the Account. Click “No” to return to the Case Entry screen. If an Account Master is added, the AddNewMasterAccount window is displayed.
Click “OK” to acknowledge that the record was added. 31. If there is a Contact Master associated with the current case, the Case Contact has a Master Contact screen is displayed.
Click “Yes” to link the Master Contact in the Case to the new Master Account record just created. Click “No” to return to Case Entry without linking the account.
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32. If an Account Master is found, all matching records are displayed in the Account Search screen as shown.
33. Select the correct account information and proceed with the steps for using an account from the Account Search screen. 34. If a single Account is found that matches the Last Name, First Name, and Phone Number, but other contact information is different, the old and new contact information is displayed and the user is prompted to update the information as shown.
35. To update the Account Master, click Update Master. To cancel the updates, click Cancel. If the Account Master is updated, an additional window is displayed stating the Account was updated.
Click OK to return to Case Entry.
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36. To add an additional contact, right-click in the Contact section of the Case Entry screen and select New Contact from the right-click menu or click the navigation bar, as shown below.
button on the Contact record
Required Field Processing
37. If a field contains an “*” to the left of the field label, then the field is a required field and must contain data before The case is completed. Choosing fields to be required is specified through the Required Fields tab of System Parameters. Example: The E-mail field requires data, whereas the Type field and the Misc field do not require data before completing this case.
Note: If you try to complete a case with required fields left blank, IRMS will provide a warning box and will not allow you to complete the case.
Note: The following fields can be setup to auto-populated from the Contact tab of the User Preferences: Country, Class, Salutation, Degree, Type, and P.I. Info. 38. You may now proceed to Step 3 – Adding a New Question.
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Step 3 - Adding a New Question Data in the Question section must be entered in upper and lower case because it may be used in the Response Letter generated by the word application. The number of questions that can be added to a case is unlimited. This allows you to segregate each question and answer. Each question for a case can have multiple Abstracts, FAQs, Resolutions, and Verbal Documents. The Multiple Documents button ( ) is displayed if the Question Section values for Abstracts, FAQs, Resolutions, and Verbals are set to “Multiples” on the Case Entry/Resp Letters tab in the Division Parameters. Restrict Viewing Resolution for a Question If a user does not have rights to view a question as defined by the Service Level in Document Maintenance, the background for the question is yellow and a message is displayed stating “The data in this response exceeds your access level”. The user cannot change the information on the screen as shown.
Enter Question Information
1. Select the Product that the question pertains to from the pick list menu. If applicable, this will cause the Product Status and Status Date fields to be automatically populated. Note: If the UserAccessByProduct parameter is set to “Yes” in the System Parameters, the Product pick list will only display the Products the Service Representative is authorized to access. 2. Choose the NDC, Topic, and Category to which this question pertains from the appropriate pick lists. (The Category may be auto-populated from the Topic selection.) 3. If the Abstract field is displayed, any Abstract can be selected. (This field is defined as an Optional Field in the Division Parameters). Multiple Abstracts can be entered for the same question if the Multiple Abstracts button is displayed as shown below.
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An optional method of displaying Multiple Abstracts is to press ALT + CTRL +A. If the Multiple Abstracts button is not displayed, only one Abstract can be selected for this question. To select a single Abstract, point to the pick list and click an Abstract. To select multiple Abstracts, click the Multiple Abstracts button. A new window is displayed with Abstracts for the Product, Category, and Topic selected in the Response section of Case Entry. . Any Abstract without a Global Product is also displayed.
All Abstracts that meet the criteria are initially displayed in selected order. To narrow the selection, click one of the Alphabet buttons to the left. To sort the Abstracts in ascending or descending order of any field, click the column heading. Note: To display Abstracts that begin with a multi-byte character, click All. To select all Abstracts, on the Multiple Abstracts toolbar, click Select All. To exclude all Abstracts, on the Multiple Abstracts toolbar, click Select None. To select specific Abstracts, select the checkbox to the left. Clear the check box to exclude the Abstract. Another method is to use the Up and Down arrows to highlight the Abstract and then press the Space Bar to check or uncheck the check box. This first selected Abstract is displayed in Case Entry. To select a Non Standard Abstract, enter the Abstract name in the field and click Add. To Exit this screen, click X from the screen or on the Multiple Abstracts toolbar, click Close. The Case Entry screen is redisplayed. If multiple Abstracts are selected, the Multiple Abstracts button is displayed in red. 4. Enter the text of the Question asked. This field can hold multi lines of data, thus the Enter key will allow you to add lines while remaining in this field. Use the Tab key to move to the next field.
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5. If the Notes button is displayed, then additional information about the question can be entered by clicking the Notes button to the left of the Question text box. A notepad is displayed to capture additional information. The information cannot be queried or reported on. It is not displayed in the Case Snapshot, but is displayed in the Audit Trail report. (This button is defined as an Optional Field in the Division Parameters) 6. If the Classification and Sub Classification fields are displayed, the Question data can be further grouped. (This field is defined as an Optional Field in the Division Parameters). To enter these fields, click the pick list and select a classification. (The Classification and Sub Classification are defined in General Table Maintenance.) 7. Enter either a single FAQ or Multiple FAQs. Single FAQ
To select a single FAQ, click the FAQ button as shown.
The Find and Display FAQs window is displayed as shown.
If needed, change the search criteria, and click Manual Find. The screen is redisplayed with the FAQs that meet the search criteria. To use an FAQ in a Response, highlight the FAQ and click Use in Response. The FAQ is appended to the existing Question and Response and the Case Entry screen is displayed. To exit this screen, click X in the window or Close on the FAQ toolbar. The Case Entry screen is displayed.
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IRMS User Guide Multiple FAQ’s
Multiple FAQs can be entered for the same question if the Multiple FAQs button is displayed as shown below. (The Multiple FAQs button is displayed if the Multiple FAQs parameter in the Division Parameters is set to “Yes”.)
An optional method of displaying Multiple FAQs is to press ALT + CTRL +F. To select multiple FAQs, click the Multiple FAQs button. A new window is displayed with FAQs for this Product, Category, and Topic.
All FAQs that meet the criteria are displayed. To select all FAQs, click Select All from the toolbar. To exclude all FAQs, click Select None from the toolbar. To change the layout of the window, point to one of the headings and select the right-click menu. The Show Fields and Save Layout options are displayed. Click Show Fields to select and reorder the fields displayed in the window and then click OK. Click Save Layout to save the new changes. To select specific FAQs, select the checkbox to the left. Clear the check box to exclude the FAQ. Another method is to use the Up and Down arrows to highlight the checkbox and press the Space Bar to check or uncheck the check box. The first selected FAQ is displayed in Case Entry. To view the specific FAQ, highlight the FAQ and click View on the toolbar. To replace the question and response with an FAQ, highlight the FAQ and click Replace Q/R on the toolbar. To append the FAQ to the existing question and response, highlight the FAQ and click Append Q/R on the Multiple FAQ’s toolbar. To exit this screen, click X in the window or Close on the Multiple FAQs toolbar. The Case Entry screen is redisplayed. If multiple FAQs are selected, the Multiple FAQs button is displayed in red.
8. If the Resolution field is displayed, either a single Resolution or Multiple Resolutions can be selected. (This field is defined as an Optional Field in the Division Parameters). Multiple Resolutions can be entered for the same question if the Multiple Resolutions button is displayed as shown below. 86
Case Entry Processing Steps
An optional method of displaying Multiple Resolutions is to press ALT + CTRL +R. If the Multiple Resolutions button is not displayed, only one Resolution can be selected for this question. To select a single Resolution, point to the pick list and click a Resolution. To select multiple Resolutions, click the Multiple Resolutions button. A new window is displayed with Resolutions for this Resolution Type.
All Resolutions that meet the criteria are displayed in alphabetical order. To narrow the selection, click one of the Alphabet buttons to the left. To sort the Resolutions in ascending or descending order, click the column heading. Note: To display Resolutions that begin with a multi-byte character, click All. To select all Resolutions, on the Multiple Resolutions toolbar, click Select All. To exclude all Resolutions, on the Multiple Resolutions toolbar, click Select None. To select specific Resolutions, select the checkbox to the left. Clear the check box to exclude the Resolution. Another method is to use the Up and Down arrows to highlight the Resolution and then press the Space Bar to check or uncheck the check box. The first selected Resolution is displayed in Case Entry. To Exit this screen, click X from the screen or on the Multiple Resolutions toolbar, click Close. The Case Entry screen is redisplayed. If multiple Resolutions are selected, the Multiple Resolutions button is displayed in red. 9. The Contact field assigns the question to one of the contacts that appear in the Contact section. To change the Contact, point to the pick list and click a different contact name. 10. If the Owner field is displayed, select the user id of the person responsible for answering the question from the Owner pick list. To see a list of the available users click on the Owner box. This field is defined as an Optional Field in the Division Parameters. 11. Enter the text of the Response given verbally. To help in answering the question the following options are available:
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If the question is a frequently asked question, click the button. (See the Using the Frequently Asked Questions Screen section located later in this chapter.)
If you need to use the General Information screen to help in answering the question, click button. (See the Finding General Information for a Question section located the later in this chapter.)
To select a document and read it to the caller: select a standard document from either of the two drop down menus below the Response field. Click the
button.
You may need to use the Document Search/Selection screen. (See the Using the Document Search/Selection Screen section or the Using Documents as Verbal Responses section, which are both located later in this chapter.) 12. Check the Verbal box only if this question is to be recorded and reported as a “verbal” response independent of any letters sent. (If you change the Status of the case from Open to Completed, IRMS will automatically check the Verbal box.) If a written response is required, you must create a Response Letter, which can be sent as 67 67a letter, fax, and/or e-mail. (For more information on providing a written response, see the Creating Standard Response Letters section, which is located later in this chapter.) Multiple Verbal Documents can be entered for the same question if the Multiple Verbal Documents button is displayed as shown below.
An optional method of displaying Multiple Verbal Documents is to press ALT + CTRL +D. If the Multiple Verbal Documents button is not displayed, only one Verbal can be selected for this question. To select a single Verbal, point to the pick list and click a Verbal Response. To select multiple Verbal Responses, click the Multiple Verbal Documents button. A new window is displayed with Verbal Responses for the Product and Category selected in the Response section of Case Entry.
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To sort the multiple Verbal Documents in ascending or descending order, click any of the column headings. Note: To display multiple Verbal Documents that begin with a multi-byte character, click All. To select all Verbal Documents, on the Multiple Verbal Documents toolbar, click Select All. To exclude all Verbal Documents, on the Multiple Verbal Documents toolbar, click Select None. To view the highlighted Verbal Documents, on the Multiple Verbal Documents toolbar, click View. The Verbal Documents are displayed. To search for Verbal Documents, on the Multiple Verbal Documents toolbar, click Doc Search. The Document Search screen is displayed. If multiple documents are selected for one question and the Multiple Verbal Documents feature is turned on, all the documents are associated with one question. Otherwise, only one Verbal Document is allowed per question. To select specific Verbal Documents, select the checkbox to the left. Clear the check box to exclude the Verbal Document. Another method is to use the Up and Down arrows to highlight the Verbal Document and then press the Space Bar to check or uncheck the check box. The first selected Verbal Document is displayed in Case Entry. To Exit this screen, click X from the screen or on the Multiple Verbal Documents toolbar, click Close. The Case Entry screen is redisplayed. If multiple Verbal Documents are selected, the Multiple Verbal Documents button is displayed in red. 13. The Question Owner defaults to the Service Representative entering the case. The Owner can be changed by selecting a different Service Representative from the pick list. 14. If the Q Status and Completed fields are displayed, the status of the question remains open until it is completed. To complete the question, click “Completed” from the pick list. The Completed Date is automatically populated when the question is completed. All questions must be completed before the case Status can be changed to “Completed”. The Q Status can be accessed in Query and Reporting. 15. To add an additional question, either right-click in the Question section of the Case Entry screen from the right-click menu or click the and select record navigation bar, as shown below.
button on the Question
16. You may now proceed to Step 4 – Entering Basic Case Information.
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Step 4 - Entering Basic Case Information This section records information about the sales rep, service rep and information about how the case is/was handled.
1. Choose Representative or Non-Representative from the Request Via pick list. (The Request Via can be set up to be auto-populated through the Case Entry tab of your User Preferences.) 2. If you need to enter a sales rep for this case, then choose from either the
, or the
tables. A selection from one of these tables will populate each of these fields in addition to the Rep Type and Rep Contact fields. If a sales rep does not need to be entered for this case, leave the Type, and Rep Contact blank.
,
, Rep
3. Select the CC? field if you would like a copy of the response letter to be sent to the selected sales representative. (Checking this field will automatically insert the sales representative into the Response Letter Copies screen.). This checkbox may be selected or deselected based on the Representative Type and User Preferences. 4. Enter data in the field or select from the Misc Data pick list. This field is an additional miscellaneous field for you to use at your company’s discretion. 5. Choose the Case Type, Priority, Source, Entry Period, and Handling from the appropriate pick lists. (The Case Type, Source, Entry Period, and Handling can be set up to be auto populated through the Case Entry tab of your User Preferences.) 6. If the Case Product field is displayed, it is automatically populated with the product from the first question. The Case Product field can be changed by selecting a different product from the pick list. Subsequent questions for the case are automatically populated with the product in the Case Product field. If the value in the Division Parameters for Case Product is set to “Force”, the product cannot be changed for subsequent questions. If the value is set to “Default”, a different product can be selected from the pick list in subsequent questions. Note: This field is only displayed if the Case Product parameter in Division Parameters is set to “Force” or “Default”. 7. The Service Rep will be pre-filled based on the User ID used when starting IRMS. 8. The Ref to will be filled with the person currently assigned the responsibility for the case. To see a listing of all available users, click on the Ref to button. (The Ref to can be set up to be auto90
Case Entry Processing Steps
populated through the Case Entry tab of your User Preferences.) (See the Re-assigning a Case to Another Department/User section located under the Additional Functionality of the Case Entry Screen heading.) 9. The Entered and Received dates will be filled by IRMS. The Entered Date can be locked in Division Parameters. The Received Date can not be greater than the Entered Date. If the user enters a Received Date greater than the Entered Date, the following warning will arise:
10. The 1st Response date will be filled by IRMS once any initial response is sent out (i.e. the Verbal box is checked or the first letter/fax/e-mail is sent). ┼Version Note: this field was added in IRMS Version 5.4.7.0. 11. The Completed date is automatically populated by IRMS when the case is closed. The Completed date cannot be changed unless the security group you are in has rights to update the Completed Case Date. (For further information, see the Group Security section in the Administration Guide.) 12. The Days…1st Resp field is automatically populated by IRMS once an initial response is sent (i.e. the Verbal box is checked or the first letter/fax/e-mail is sent). This field represents the number of work days (Monday through Friday) from the Entered Date to the 1st Response Date. If the completed time is less than one day, it is displayed in hours and minutes. 13. The Days…Comp field is automatically populated by IRMS once the case is completed. This field represents the number of work days (Monday through Friday) from the Entered Date to the Completed Date. If the completed time is less than one day, it is displayed in hours and minutes. 14. You may now proceed to Step 5 – Verbally Responding to the Requester.
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Step 5 – Verbally Responding to the Requester IRMS provides documents at your fingertips that can be read to a contact via the phone. If reading this information to a contact is sufficient and no written document is necessary, IRMS can store this case as a verbal response. To Provide a Verbal Response: 1. Access any information necessary to answer the inquiry. This information can be attained from the FAQs screen (see the Looking for Frequently Asked Questions section), the General Information screen, the Sources screen, the document drop down menus located to the right of the verbal check box, and/or entering the Document Search/Selection screen via the Standard button or the Global button (see the Using Documents as Verbal Responses section.) 2. Answer the question by reading the documents to the inquirer. 3. Close the case. To close the case, select “Completed” from the Status combo box on the Case . Upon completing the case, IRMS will check the Verbal Entry screen -check box -, also located on the Case Entry screen. The data will be stored for reporting. 4. Since no written response is necessary, you may skip to Step 8 – Completing the Case. If a written response is necessary, do not complete the case, and proceed to Step 6 – Creating a Written Response. Looking for Frequently Asked Questions If the inquiry is a frequently asked question (FAQ), IRMS contains a special screen dedicated for finding these questions and their responses quickly. 1. Access the Find and Display FAQs screen, by clicking the section of the Case Entry screen.
button in the Question
5. If a product had been selected in the Question section, the list of FAQs will be based solely on the selected product. The FAQs list can be increased or limited by selecting the button and adjusting the search criteria. Enter information into the criteria search section that will assist you in refining your search for the proper FAQ and answer. When the Auto Find field is checked, this screen will automatically find the appropriate FAQs as you input information into the Search Criteria fields. Note: The FAQs displayed is limited to the FAQs with the statuses defined in the FAQResponseStatuses parameter on the Other tab in Division Parameters.
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6. To view a specific FAQ, simply double click on the appropriate row containing the FAQ. The FAQ and Answer screen will be displayed containing the full formatted response.
7. If this question and answer is indeed the appropriate response, click the insert this information into your Question and Response fields in Case Entry.
button to
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Using Documents as Verbal Responses IRMS allows you to view the contents of a standard document while answering a question. You can do this in one of two ways. First you can choose a document from the Doc ID or Doc Title fields in the Question section of the Case Entry screen. Secondly, you can choose a document from the Document Search/Selection screen. To Find a Document from the Doc ID or Title combo boxes:
The Doc ID and Doc Title fields are the two unlabeled fields found at the bottom of the Question section. The Document ID Numbers and Document Title combo box fields are populated with the Standard Documents available for the Product specified as well as all documents that have not been assigned to a specific product. The two fields will display the same documents. 1. Select one of the arrows on either the Doc ID combo box or the Document Title combo box. If a product was selected, then the combo box will be populated with Documents that have been assigned to this specific product. In addition, Documents that have not been assigned a specific product will also be available at the bottom of this list.
2. Select the appropriate document, by clicking anywhere on its row. The Doc ID and Document Title fields will be populated with the selected document.
3. To view this document, click the Word in Read-only mode.
button. The document will be shown in Microsoft
4. Read the document to the caller. 5. If the information is sufficient for this inquiry and no written response is necessary, close the case by selecting “Completed” from the Status combo box in Case Entry. IRMS will store the data for reporting. Note: If all required fields have not been populated in Case Entry, then the Status can not be changed to “Completed”. An IRMS warning box will open such as shown below:
6. Since no written response is necessary, you may skip to Step 8 – Completing the Case. If a written response is necessary, do not complete the case, and proceed to Step 6 – Creating a Written Response.
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To Find a Document using the Document Search screen:
IRMS provides a powerful query screen that allows you to enter or delete criteria to either increase or limit your selection of documents. 1. From the Case Entry screen, click the
(Launch Document Search) toolbar button or select
from the Tools drop down menu. Additionally, you may enter the Document Search/Selection screen by clicking the section.
or
buttons in the Question
In the above example, the product ACULAR had been selected from Case Entry, therefore it is populating the Product field.) 2. If a product had been selected from the Case Entry screen, it will be pre-filled in the Product field on the Document Search screen. Your department and division will also be carried over into the Document Search criteria fields. (The Type, Status, and Dept for this document search can be set up in your User Preferences to pre-populate the corresponding fields.) Enter as much or as little data in the fields that could possibly help refine your search. All search criteria data can be deleted simply by clicking the
toolbar button.
(Please note that if the Type is Global, the search criteria will change slightly, than if any of the other types are selected.) 3. Once the search criteria is entered, click the
toolbar button.
4. All documents that meet your search criteria will be listed. Select the document(s) you want to use, by clicking the box in the first column that corresponds with the appropriate document(s).
5. You may view the document from the Document Search/Selection screen in two ways. First you can select the
toolbar button. This will show you the text of the document. If you
would like to see the actual document, click the document in Microsoft Word Read-only mode.
toolbar button. This will bring up the
toolbar button. This will insert 6. To select the document as a verbal document, click the the selected document’s information into the Product, Category, Topic, Doc ID and Doc Title fields in Case Entry. (If you have already entered something different in any of these fields, you
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IRMS User Guide will be prompted before that data is changed.) Additionally, IRMS will check the Verbal check box. (Please note the status of the case is still “Open”.) 7. To view the selected document from Case Entry, click the will be displayed in Microsoft Word Read-only mode.
toolbar button. The document
8. Read the document to the caller. 9. If the information is sufficient for this inquiry and no written response is necessary, close the case by selecting “Completed” from the Status combo box in Case Entry. IRMS will store the data for reporting. Note: If all required fields have not been populated in Case Entry, then the Status can not be changed to “Completed”. An IRMS warning box will open such as shown below:
10. Since no written response is necessary, you may skip to Step 8 – Completing the Case. If a written response is necessary, do not complete the case, and proceed to Step 6 – Creating a Written Response.
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Step 6 – Creating a Written Response When a written response is required for a requester, a Response Letter must be created. The Response Letter initially is stored as separate documents that will be combined during the merge process to form the letter. This provides IRMS more flexibility in producing letters and allows the user to essentially customize each letter by simply clicking a few buttons. The individual documents are stored as opening templates, closing templates, standard document(s), references, and enclosures. For more information regarding this process, see the Response Letter Management chapter in the Document Management Guide. Security Restrictions
The user creating new Response Letters needs “Create” privileges granted in Group Security.
The user can only view documents for the Level granted in Group Security. For example, if the security for the group is set up to grant access to Level 1 documents, only Level 1 documents are displayed for the user to select. Searching documents is also restricted to the Level assigned to the group.
The user can only select E-mail templates for the Level granted in Group Security. For example, if the security for the group is setup to grant access to Level 2 E-mail Templates, only Level 2 E-mail templates are displayed.
Steps To Creating a Standard Response Letter Response Letters are created from the Response Letters screen. The Response Letters screen is divided into the following three sections: Letter Information, Documents Used in this Letter, and Enclosures Used in this Letter. A description of each field can be found at the end of this section. An explanation of each toolbar button is explained in detail in the Toolbar section of this manual.
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Shortcut Keys for the Response Letter screen
The Shortcut Keys in Response Letters moves the cursor to different areas of the screen. Below is the shortcut key and field the cursor is moved to. 1 Contact 2 Documents Used in this Letter 3 Enclosures Used in this Letter 1. Access the Response Letters screen, by clicking the button on the Case Entry toolbar or by button in the bottom portion of the Case Entry screen. The Response clicking the Letters screen will open. 2. If no letters currently exist for this case, a new letter will automatically be started upon entering the Response Letters screen. If letter(s) already exist for this case, click the button on the Letters navigation bar to begin a new letter. 3. Some of the fields will be populated automatically with data from the corresponding fields of the Case Entry screen including the Contact and Product. You may modify either of these fields. 4. IRMS will go through a pre-determined process, set up in Template Control, and will select the appropriate Format, Opening, and Closing for you. (Some fields may be populated automatically with information from the Letter… tab of your User Preferences – if a format, opening, and closing have been selected in your User Preferences, these will override any that IRMS would have selected.) 5. A Signature can be pre-populated from your User Preferences. If not, you must select a Signature from the pick list. Note: If the Case Product parameter in Division Parameters is set to “Force” or “Default”, the signature assigned in Product Maintenance defaults to the signature for the letter. The signature can be changed by selecting a different signature from the pick list. 6. Verify if the Contact, Format, Opening, Closing, Signature, and Language are correct. Modify any information, if necessary, by selecting from the drop down lists or entering valid information manually.
7. Select the document(s) to be included in this letter. The standard documents make up the body of the Response Letter. The options are individual standard documents, combination documents, and/or question documents. Once document(s) are inserted into the Document section, viewing it can be done by selecting the appropriate document and then clicking the button. 98
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Individual standard documents can be chosen individually through the Document Title pick list. If a product has been chosen, the only options available in the pick list will be those documents that are attached to the current product.
Another method for selecting individual standard documents is to use the Document Search/Selection screen. To access this screen, select the button or select from the Tools drop down menu. This screen is a powerful query screen that allows you to enter or delete criteria to either increase or limit your selection of documents. Some fields may be pre-populated based on entries from the case. (Please note, at any time you may delete all of the criteria fields to reset your search by clicking .) You may further refine your search by entering data into one or more additional fields.
Select the
toolbar button. Click the check box to the left of the document(s) you
want to use in the Response Letter and then click the
toolbar button.
The selected document(s) will be inserted into the Document section of the Response Letters screen. Some documents may have enclosures attached to them and if this is the case, their enclosures will automatically populate the Enclosure section of the Response Letters screen.
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A combination document is a document in which two or more documents have been prelinked together. A combo document can be selected by clicking on the button. The button will become a drop down list of combination documents. Selecting a combo doc will populate the Document section of the Response Letter screen.
A question document refers to the document that was previously selected in the Question section of Case Entry. To insert the documents from the Question section into the Response Letters screen, click the button. (If the documents selected in Case Entry were "pending" documents, then IRMS will provide a warning box and will not allow you to use these pending documents in the response letter. All documents used in response letters must be approved. Note: If UseQuestionDocsOptions in the Other tab in Division Parameters is set to “Use Standard”, then the Product, Category, Topic and Abstract from the Document metadata is used, otherwise the Product, Category, Topic, and Abstract from the Question is used.
8. Select any enclosures to be included in the letter. If there is not enough information displayed in the Enclosure section, the fields displayed can be changed. After changing the fields to view for an enclosure, select the enclosure. Working with Enclosures Changing Enclosure Display Additional and/or different enclosure information can be displayed in the Enclosure section. To change the information displayed, point to the Enclosure Heading bar and right-click mouse as shown.
A menu window is displayed with Show Fields and Save Layout options. Select Show Fields to change the fields to display. A Change Layout window is displayed as shown.
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Highlight fields from the Available fields list and click Add to display the field in the list. To remove a field from the list highlight the field in Show these fields in this order list and click Remove. To move the fields up or down in the list, highlight the field name and click Move Up or Move Down. When the list displayed contains the preferred field names and order, click OK. The Response Letters for Case screen is displayed. After the fields are changed, the layout must be saved to display the changed layout in the Enclosures section. To save the fields and the order the fields are displayed, point to the Enclosure Heading bar and right-click mouse. The Show Fields and Save Layout options are displayed. Click Save Layout to save the changes just made. The next time the Enclosures section is displayed on the Response Letters for Case screen, the new changes are displayed. The Enclosure layout can be changed when searching for enclosures by Enclosure Doc Id or Enclosure Description. To change the layout, point to the Title bar in the search display and rightclick mouse as shown.
Click Show Fields option. Follow the instructions above to change the fields and save the layout. Searching for Enclosures Select any enclosures to be included in the letter. Some enclosures may be pre-populated based on a document that has already been selected. Many documents are entered into IRMS with enclosures attached so that any time that document is selected, the enclosures will automatically be included. However, individual enclosures may be also be chosen. Up to 50 enclosures can be added to a letter. One method for selecting an enclosure is to simply choose one from the Enclosure ID or the Enclosure Description pick list as shown.
Another method for selecting an enclosure is to access the Enclosure Search/Selection screen by button or selecting Search Enclosures from the Tools drop down clicking the menu. This screen is a powerful query screen that allows you to enter or delete criteria to either increase or limit your selection of enclosures. Some fields may be pre-populated based on entries from the case. (Please note, at any time you may delete all of the criteria fields to reset your search by clicking additional fields.
.) You may further refine your search by entering data into one or more
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Select the
toolbar button. Click the check box to the left of the enclosure(s) you want to use
in the Response Letter and then click the
toolbar button.
The selected enclosure(s) will be inserted into the Enclosure section of the Response Letters screen. To view these enclosures, select an enclosure and click the
button.
1. Now that you have selected an Opening Template, a Closing Template, Standard Document(s), and Enclosure(s), it is time to create the letter. The merge process will take these separate entities, take data from Case Entry, and form one united Response Letter in the format selected. To start the merge process, click the toolbar button, the button, or select Merge Letter from the Shortcuts menu. IRMS will generate the Response Letter. The current date and User ID will be entered into the Merge field.
Reference Manager Reference Manager version 12.0.0 interfaces with IRMS. When the Response Letter is merged, a bibliography is generated with the citations from all the standard documents using the Reference Manger format. When editing a Response Letter, the bibliography must be re-generated manually if any citations have changed.
At this point, you may view the letter by selecting the button on the toolbar. IRMS will open the Response Letter in Microsoft Word Read-only mode. (If a merge had not been completed prior to selecting the button, IRMS would merge first and then send you right into Microsoft Word Read-only mode.) toolbar button, the 2. You may edit the Response Letter. To edit the letter, click the button, or select Edit from the Shortcuts menu. (Please note that if the letter has not already been merged, choosing to edit the letter will cause IRMS to first merge and then IRMS will open the letter for you to edit.) Make your changes to the letter in Microsoft Word. Close MSWord. The current date and User ID will be entered into the Edit field. The Custom Letter field on the Response Letters screen will be checked by IRMS to indicate that changes were made to the Response Letter.
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Note: If you add any documents, enclosures, or modify any of the letter specifications including Format, Opening, Signature, and/or Closing, after the initial merge has taken place, you will lose your merge date and will be required to re-Merge the letter. Warning: If you re-Merge a document that you have made changes to in the Edit mode, then the following warning box will appear. If you select Yes, you will lose any changes that were made and you will be required to re-Merge the letter.
3. If the Response Letter looks OK, you may now choose a delivery method in the Output section. Your choices are to print, fax, and/or e-mail. You may also choose whether or not to print your enclosures. Check any or all that apply. To process the letter immediately, select the Print, Fax, or E-mail button. You may also have an envelope printed, by checking the Envelope field or have labels printed by checking the Label field.
You can submit the letter to be batch processed at a later time. To submit the Response Letter to be processed later, change the Letter Status from “Open” to “Submitted”.
4. You may now proceed to Step 7 – Processing the Written Response.
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Step 7 – Processing the Written Response Printing a Response Letter from the Response Letter screen 1. From the Response Letters screen, click the open. Click the screen will open.
button. The Print Instructions screen will button and the Response Letter Processing
- or (Print the Response Letter) button on the Response Letter screen toolbar. The 2. Click the Response Letter Processing screen will open. The Response Letter Processing screen is shown below.
3. The Selected option from the Letter Range section will automatically be chosen. If applicable, select from the Print Options section. 4. In the Output Mode section of the screen, choose the Draft or Final option. (Only the output methods from the Response Letters screen selected for the letter will be Output is checked then the Final button will be available. Likewise, if available. If the the Output is checked and/or the Output is checked, then the corresponding Fax and/or E-mail buttons will be available on the Response Letter Processing screen.) The Output section from the Response Letters screen is shown on the left and the Output Mode section from the Response Letter Processing screen is shown on the right.
5. Check the "Change Status of Case" box as desired. If you want IRMS to automatically close the case after all output methods have been produced, you MUST check this box. If there is an AE or PC case and either parameter “Require a Password to close a case with an AE” or 104
Case Entry Processing Steps
“Require a Password to close a case with a PC” is checked in the Division Parameters, the system will prompt you for a password before changing the Status to “Completed”. If the letter is processed in Batch mode, the Status will not change to “Completed”. (This box can be autopopulated from your User Preferences.) 6. Choose the printer from the Direct Output To section. 7. To print preview the Response Letter, click the 8. To print the Response Letter, click the Processing screen.
button. button on the Response Letter
9. After the printing has finished, several things will take place.
On the Response Letters screen, the Complete Date and User fields for the Print output method will be filled in.
The Status of the letter will change to "Completed."
If a Fax and/or E-mail also need to be done, the Letter Status will not be changed to “Completed” until all of these actions have been completed.
If the “Change Status of Case” box from the Output Mode section of the Response Letter Processing screen was checked, the Status field on the Case Entry screen ( ) will automatically be changed to "Completed." If a Fax and/or E-mail also need to be done, the status will not be changed to “Completed” until all of these actions have been completed.
If the Division Parameters are setup to save a copy of the Response Letter for the Representative, a copy of the Response Letter is saved to the RepCopy subfolder in the System Folder. Note: The case Status will not be changed if all required fields have not been populated in the Case Entry screen. If all of your outputs are complete, but the case is not, you will need to populate all required fields and then manually complete the case by changing the status in the top right hand corner of the Case Entry window. If there is an AE or PC case and either parameter “Require a Password to close a case with an AE” or “Require a Password to close a case with a PC” is checked in the Division Parameters, and the letter is processed in Batch mode, the Status will not change to “Completed”.
The Response Letter Processing screen will close automatically.
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Faxing a Response Letter from the Response Letter screen 1. From the Response Letters screen, click the displayed.
button. The Fax Message screen is
2. To process the replacement fields, click Process Replacements. The replacement fields are replaced with the value from the case. For example:
3. To proceed with faxing, click the Proceed with Faxing button. The Response Letter Processing screen will open. To return to the Response Letter screen, click Return to Response Letter Screen.
- or 4. Click the (Print the Response Letter) toolbar button. The Response Letter Processing screen will open. (Note: To process replacement fields, the Process Replacements button must be selected prior to selecting this toolbar button.) 5. The Selected option from the Letter Range section will automatically be chosen. If applicable, select from the Print Options section. 6. In the Output Mode section of the screen, choose the Fax option. (Only the output methods from the Response Letters screen selected for the letter will be Output is checked then the Final button will be available. Likewise, if available. If the Output is checked and/or the Output is checked, then the corresponding Fax the and/or E-mail buttons will be available on the Response Letter Processing screen.) The Output section from the Response Letter screen is shown on the left and the Output Mode section from the Response Letter Processing screen is shown on the right.
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7. Click the "Change Status of Case" checkbox as desired. If you want IRMS to automatically close the case after all output methods have been produced, you MUST check this box. If there is an AE of PC case and either parameter “Require a Password to close a case with an AE” or “Require a Password to close a case with a PC” is checked in the Division Parameters, the system will prompt you for a password before changing the Status to “Completed”. If the letter is processed in Batch mode, the Status will not change to “Completed”. (This box can be autopopulated from your User Preferences.) 8. Choose the Fax Device from the Direct Output To section. button.
9. To preview the Fax of the Response Letter, click the 10. To fax the Response Letter, click the Processing screen.
button on the Response Letter
11. After the faxing has finished, several things will take place.
On the Response Letters screen, the Complete Date and User fields for the Fax output method will be filled in.
The Status of the letter will change to "Completed.”
If a Print and/or E-mail also need to be done, the Letter Status will not be changed to “Completed” until all of these actions have been completed.
If the Change Status of Case box (located on the Response Letter Processing screen) was checked, the Status field on the Case Entry screen ( automatically be changed to "Completed.”
) will
If a Print and/or E-mail also need to be done, the status will not be changed to “Completed” until all of these actions have been completed.
If the Division Parameters are setup to save a copy of the Response Letter for the Representative, a copy of the Response Letter is saved to the RepCopy subfolder in the System Folder. Note: The case Status will not be changed if all required fields have not been populated in the Case Entry screen. If all of your outputs are complete, but the case is not, you will need to populate all required fields and then manually complete the case by changing the status in the top right hand corner of the Case Entry window. If there is an AE or PC case and either parameter “Require a Password to close a case with an AE” or “Require a Password to close a case with a PC” is checked in the Division Parameters, and the letter is processed in Batch mode, the Status will not change to “Completed”.
The Response Letter Processing screen will close automatically.
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IRMS User Guide E-mailing a Response Letter from the Response Letter screen 1. From the Response Letters screen, click the
button. The Email Message screen will button. The Response Letter Processing
appear. Click the screen will open.
- or 2. Click the (Print the Response Letter) button on the Response Letters screen toolbar. The Response Letter Processing screen will open. 3. The Selected option from the Letter Range section will automatically be chosen. If applicable, select from the Print Options section. 4. In the Output Mode section of the screen, choose the E-Mail option. (Only the output methods from the Response Letter screen selected for the letter will be Output is checked then the Final button will be available. Likewise, if available. If the the Output is checked and/or the Output is checked, then the corresponding Fax and/or E-mail buttons will be available on the Response Letter Processing screen.) The Output section from the Response Letters screen is shown on the left and the Output Mode section from the Response Letter Processing screen is shown on the right.
5. Click the "Change Status of Case" checkbox as desired. If you want IRMS to automatically close the case after all output methods have been produced, you MUST check this box. If there is an AE or PC case and either parameter “Require a Password to close a case with an AE” or “Require a Password to close a case with a PC” is checked in the Division Parameters, the system will prompt you for a password before changing the Status to “Completed”. If the letter is processed in Batch mode, the Status will not change to “Completed”. (This box can be autopopulated from your User Preferences.) 6. Click the
button on the Response Letter Processing screen.
7. After the e-mailing has finished, several things will take place.
On the Response Letters screen, the Complete Date and User fields for the E-mail output method will be filled in.
The Status of the letter will change to "Completed.”
If a Print and/or Fax also need to be done, the status will not be changed to “Completed” until all of these actions have been completed. 108
Case Entry Processing Steps
If the Change Status of Case box (located on the Response Letter Processing screen) was checked, the Status field on the Case Entry screen ( automatically be changed to "Completed.”
) will
If a Print and/or Fax also need to be done, the status will not be changed to “Completed” until all of these actions have been completed.
If the Division Parameters are setup to save a copy of the Response Letter for the Representative, a copy of the Response Letter is saved to the RepCopy subfolder in the System Folder. Note: The case Status will not be changed if all required fields have not been populated in the Case Entry screen. If all of your outputs are complete, but the case is not, you will need to populate all required fields and then manually complete the case by changing the status in the top right hand corner of the Case Entry window. If there is an AE or PC case and either parameter “Require a Password to close a case with an AE” or “Require a Password to close a case with a PC” is checked in the Division Parameters, and the letter is processed in Batch mode, the Status will not change to “Completed”.
The Response Letter Processing screen will close automatically.
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Submitting a Response Letter to Print/Fax/E-mail at a Later Time IRMS will not try to print, fax, and/or e-mail a letter until you have indicated that you are ready. If you would prefer to have your Response Letter processed (printed/faxed/e-mailed) at a later time, you may submit your letters. 1. From the Response Letters screen, change the Letter Status to “Submitted”.
2. When you are ready to process the Response Letter(s), you can process letters for a single case from the Response Letter Processing screen. (See the Processing All Submitted Response Letters for One Case section.) 3. To process Response Letters for multiple cases, the Print Response Letters, Faxes, and E-mail Selection screen must be used. (See the Processing A Group of Submitted Response Letters for Multiple Cases section.) Note: If you try to submit a letter when all selected outputs have a date showing that the output is finished, then IRMS will provide the following “Unable to Submit this Letter” warning box:
Processing All Submitted Response Letters for One Case IRMS allows you to process all the submitted Response Letters for the current case. 1. Access the Case Entry screen for the appropriate case number. (Print Submitted Letters for Case) icon on the Case Entry screen toolbar. The 2. Click the Response Letter Processing screen will open. 3. The All option from the Letter Range section will be automatically chosen. If applicable, select from the Print Options section. 4. In the Output Mode section of the screen, choose from the available options. (Only the output methods selected for the letter will be available.) 5. Click the "Change Status of Case" checkbox as desired. If you want IRMS to automatically close the case after all output methods have been produced, you MUST check this box. If there is an AE or PC case and either parameter “Require a Password to close a case with an AE” or “Require a Password to close a case with a PC” is checked in the Division Parameters, the system will prompt you for a password before changing the Status to “Completed”. If the letter is processed in Batch mode, the Status will not change to “Completed”.
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6. Click the
button to do your final printing.
7. Click the
button to do your faxing.
8.
button to do your e-mailing.
Click the
NOTE: The actual text of the button will vary depending on the Output Mode selected, i.e. print, fax, or e-mail. 9. After the printing, faxing, and/or e-mailing have finished, several things will take place.
On the Response Letters screen, the Complete Date and User fields for the appropriate output method will be filled in.
If all methods of output checked on the Response Letters screen have been completed, the Status of the letter will change to “Completed.”
If all methods of output checked on the Response Letters screen have been completed and the Change Status of Case box (located on the Response Letter Processing screen) was checked, the Status field on the Case Entry screen will automatically be changed to “Completed.”
If the Division Parameters are setup to save a copy of the Response Letter for the Representative, a copy of the Response Letter is saved to the RepCopy subfolder in the System Folder. Note: The case Status will not be changed if all required fields have not been populated in the Case Entry screen. If all of your outputs are complete, but the case is not, you will need to populate all required fields and then manually complete the case by changing the status in the top right hand corner of the Case Entry window. If there is an AE or PC case and either parameter “Require a Password to close a case with an AE” or “Require a Password to close a case with a PC” is checked in the Division Parameters, and the letter is processed in Batch mode, the Status will not change to “Completed”.
The Response Letter Processing screen will close automatically.
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Processing a Group of Submitted Response Letters for Multiple Cases IRMS allows you to print, fax, and e-mail batches of response letters which have been submitted by all users throughout the day. When a letter is submitted, its output method is selected as Print, Fax, E-mail, or any combination of those methods. You can only group and process similar output methods at any one time. Thus you can print all response letters marked for printing, fax all response letters marked for faxing, and e-mail all response letters marked for e-mailing. All output methods must finish, before a case can be completed. 1. To select a group of Response Letters, access the selection window by selecting one of the following:
Click Print Letters from the IRMS Main Menu, or
Click Print Letters from the IRMS Main Menu toolbar, or
Click Print Responses… from the Case menu.
2. The Print Response Letters, Faxes, and E-mails – Selection Screen is displayed.
3. Enter Case Criteria manually or select from the pick lists to help narrow the search to find the submitted Response Letters to be processed. 4. Enter Letter Criteria manually or select from the pick lists to help narrow the search to find the submitted Response Letters to be processed. 5. If Case Product is used, an additional Other Criteria section is displayed in the window. Enter the Other Criteria if applicable. Select the cases for the Therapeutic Group. The Case Product is automatically populated from Case Product in Product Maintenance. (Case Product is defined on the Case Entry/Resp Letters tab in Division Parameters.)
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6. Click one of the Find buttons. The records matching the search criteria are displayed in the lower half of the screen.
The Find for Print button finds Response Letters to be printed that match the criteria.
The Find for Fax button finds Response Letters to be faxed that match the criteria.
The Find for E-mail button finds Response Letters to be e-mailed that match the criteria.
7. To process the selected Response Letters, click the Print/Fax/EMail toolbar button. The Response Letter Processing window is displayed.
The Do button displays Print, Fax, or E-mail based on the letter handling selected. Response Letter Processing Options
8. The All option in the Letter Range section is automatically selected. If applicable, select one of the checkboxes in the Print Options section. 9. The Output Mode section is automatically set to the mode selected in the Selection window. 10. The Direct Output To section is populated based on the mode selected in the Selection window. 11. Click the Do Final Print button to do a final printing. Click the Do Fax button when you are faxing. Click the Do E-mail button when you are e-mailing. A Progress Bar is displayed while the letters are printing, faxing, and emailing. The format of the progress bar is an X of Y format. X indicates the number of letters processed, Y indicates the total number of letters to be processed. 12. Click the Cancel button to cancel the process and return to the Selection window. 13. After printing, faxing, and/or e-mailing has finished, several things will take place.
On the Response Letters screen, the Complete Date and User fields for the appropriate output method are populated.
If all methods of output checked on the Response Letters window have been completed, the Status of the letter is changed to “Completed.”
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If all methods of output checked on the Response Letters screen have been completed and the Change Status of Case box (located on the Response Letter Processing screen) was checked, the Status field on the Case Entry screen is automatically changed to “Completed”.
Once a Response Letter is completed, the fields on the window cannot be changed. The exception is: If the user has Updated if Completed rights, the Category and Topic can be changed by selecting the appropriate pick list.. A Response Letter window where all letters, faxes, and emails are completed displays a yellow background when returning to the window at a later date. Note: The case Status will not be changed if all required fields have not been populated in the Case Entry window. If all of the outputs are complete, but the case is not, the user needs to populate all required fields and then manually complete the case by changing the status in the top right hand corner in the Case Entry window. If there is an AE or PC case and either parameter “Require a Password to close a case with an AE” or “Require a Password to close a case with a PC” is checked in the Division Parameters, and the letter is processed in Batch mode, the Status is not change to “Completed”.
14. The Response Letter Processing window is automatically closed.
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Step 8 – Completing the Case The processes that need to take place before closing a case will vary according to individual company policy. When all of the specifications required for a case have been completed, IRMS can be set to automatically complete the case or the case can be completed manually. Completing a Verbal Response Case If a verbal response is sufficient, simply change the Status at the top of the Case Entry screen from . The Verbal checkbox -“Open” to “Completed” -automatically by IRMS and the data will be stored for reporting.
-- will be checked
Note: If all required fields have not been populated in Case Entry, then the Status cannot be changed to “Completed”. An IRMS warning box will open such as shown below:
Note: If a Business Rule is defined for Resolution and Resolution Type in the Question section, all requirements for the business rule must be met prior to closing the case. If there are any requirements that are not met, an IRMS warning box is displayed as shown below.
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Preparing IRMS to Complete a Case Automatically IRMS can be set up to complete a case automatically following the printing/faxing/e-mailing of all of the written responses. There are two different methods to prepare IRMS to handle this task. One method is through your User Preferences and the other method is through the Response Letter Processing screen. Providing one or both of these procedures has been followed, then once you complete a written response, the Case Status will automatically be changed to “Completed.”
Require a Password to Close a Case If Require a Password to Close a Case checkbox is selected on the General tab in Division Parameters, then the Case Status will not automatically change to “Completed” as part of the Response Letter Processing. This option overrides the Close Case After Printing Response option specified in User Preferences and Change Status of Case checkbox on the Response Letter Processing screen. If this parameter is selected, each case will need to be closed manually. See Completing a Written Case Manually in the next section for additional information.
Method 1 - To set your User Preferences to have IRMS automatically change the Case Entry Status to “Completed” after processing the response(s): 1. Enter the User Preferences screens, by selecting User Preferences from the Tools menu. 2. Select the Case Entry… tab. 3. Check the 4. Close the User Preferences screens.
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Action Defaults box.
Case Entry Processing Steps
Method 2 - To have IRMS automatically change the Case Entry Status to “Completed” after processing the response(s) from the Response Letter Processing screen: 1. Access the Response Letter Processing screen, by selecting print, fax, or e-mail from the Response Letters screen. 2. Check the Change Status of Case box -of the Response Letter Processing screen.
-- in the Output Mode section
3. When the final print has finished and any potential e-mailing or faxing has been completed, then IRMS will change the status of the case to “Completed.” Note: The case Status will not be changed if all required fields have not been populated in the Case Entry screen. If all of your outputs are complete, but the case is not, you will need to populate all required fields and then manually complete the case by changing the status in the top right hand corner of the Case Entry window.
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Completing a Written Case Manually You may also choose to close a case manually, simply by changing the Status box on the Case Entry screen to “Completed.” IRMS will warn you if there are any outstanding items (i.e. printing, faxing, e-mailing of letters) that have not been processed yet. If all letters have been processed, the case will become completed and the data will be stored for reporting.
Note: If all required fields have not been populated in Case Entry, then the Status can not be changed to “Completed”. An IRMS warning box will open such as shown below:
Requiring a Password to Complete a Case
If Require a Password to Close a Case checkbox is selected on the General tab in the Division Parameters, the IRMS Login screen is displayed as shown.
Enter the Password to complete the case. The case cannot be closed without entering a password. Notifying a Sales Representative that a Case is Closed
The system can notify the Sales Representative when a case is closed. To use this feature, an E-mail Template must be setup in Document Maintenance and defined in the Division Parameter listed below. When the Status of the case is changed to “Completed”, an e-mail is sent. E-mail Representative when Case is Closed To send an e-mail to the Sales Representative, enter an E-mail Template in the “CaseCompletedRepEmailTemplate” parameter on the Other tab in Division Parameters. For additional information, refer to the Division Parameter section in the System Administration chapter in the IRMS Administration Guide.
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Chapter 5
Additional Case Entry Functionality
Overview The Case Entry screen is the primary working screen within IRMS. When you receive a request for information, you enter this data into IRMS via the Case Entry screen. All of the information collected for each case, including the final version of the response letters that were printed, is permanently stored. Any part of this case history can be recalled at any time for review and analysis. The IRMS Main Menu – Case Entry section will help you through the process of taking a new case from beginning to end. All of the functionality of the Contact section of the Case Entry screen will be explained, including adding a new contact, recording multiple contacts for a case, copying a contact, deleting a contact, changing contact information, finding duplicate callers, and searching the account and contacts table. All of the functionality of the Question section of the Case Entry screen will be covered, including adding a new question, recording multiple questions and responses, deleting a question, changing a question, finding general information for a question, finding frequently asked questions, and using documents as verbal responses. All of the functionality of the Basic sections of the Case Entry screen will be explained, including recording sources checked, finding rep names and addresses, entering information into the note pad, entering client defined fields, printing case snapshots, adding a literature fulfillment case, sending a case to another department, sending an e-mail to the sales rep, completing a case, updating a completed case, reopening a case, changing a completed case, and deleting a case. Any additional functionality of the Case Entry screen will be covered, including creating letters, picking documents, searching for documents, picking combo docs, using question documents, viewing standard documents, picking enclosures, searching for enclosures, viewing enclosures, entering CCs for response letters, merging the response letter, re-opening a response letter, finding a response letter, e-mailing a response letter, faxing a response letter, submitting a letter for processing, creating quick response letters, processing letters, and using the mass print function.
IRMS User Guide
Additional Functionality of the Contact Section Right Click Menu for the Contact Section The Contact section contains a unique right-click menu. To access this menu, the cursor should be located in any field in the Contact section or simply hovering in the Contact section, and then click the right button on your mouse. Zoom feature Any field in the contact section can be enlarged, simply by placing the cursor in the appropriate field, right-click on your mouse, and select the Zoom option. For example, the Address field normally looks as follows:
but using the Zoom feature will enlarge the Address field to the following:
Navigating between Contacts When more than one contact exists for a case, a variety of ways have been provided to navigate between these contacts. The most common method is to use the Contact navigation bar at the bottom of the Contact section. However, the right-click menu also allows you to quickly maneuver to a new contact. To go straight to the first contact entered for this case, put the cursor anywhere in the contact section or hover over the Contact section, right-click on your mouse, and select the First option. To switch to the preceding contact of the active contact, or to switch to the very next contact following the active contact; put the cursor anywhere in the contact section or hover over the Contact section, right-click your mouse, and select either the Previous option or the Next option. To go straight to the last contact entered for this case, put the cursor anywhere in the contact section or hover over the Contact section, right-click on your mouse, and select the Last option.
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Case Contact Options Adding a New Contact to a Case
The right-click menu also provides another method to add a new contact to the case besides using the new button on the Contact navigation bar. Right-click anywhere in the Contact section of Case Entry, and select the New Contact option. A blank contact form will open (note: some fields may be populated through User Preferences) and the number of contacts for the case will be increased by one. Copying a Contact Already in a Case
This feature can be used when most of the information for the new contact is the same as one that is already entered. The contact information will be duplicated into a new record. 1. Navigate to the contact to be copied by using the Contact navigation bar at the bottom of the Contact section. 2. Right-click in the Contact section of the Case Entry screen. 3. Click Copy Contact from the right-click menu. 4. The Contact information is copied and the number of contacts for the case is increased by one. Creating the Rep as a Contact in a Case
This feature is used to create a contact for the Sales Representative for the case. This allows response letters to be sent to the Rep that may exclude or include specific information about the contact or question. Click Rep as Contact to create a new contact record for the Sales Representative. The Sales Representative information is populated from the Representative Master. Adding Contact Masters in Case Entry Adding or Updating a Contact in Contact Maintenance from Case Entry
This feature is used to add a contact to the Contact Table. Enter all known contact information. Right-click anywhere in the Contact section of Case Entry, and click Add/Update Contact Master. You will remain in Case Entry; however the data for this contact will automatically be added or updated in the Contact Table. Viewing a Contact Master in Case Entry
This feature is used to view the current contact in the Contact Table. Enter all known contact information. Right-click anywhere in the Contact section of Case Entry, and click View the Contact Master. If this contact is found in the Contact Table, Contact Maintenance with the current contact is displayed. If the current contact is not found in Contact Maintenance, the following warning is displayed:
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Click Yes to add the contact to the Contact Table. The Case Entry is displayed. Click No to return to Case Entry without adding the Contact to the Contact Master.
Clearing a Contact Master Link
This feature is used to clear the link between the current case and the Contact in Contact Maintenance. 1. Navigate to the contact by using the Contact navigation bar at the bottom of the Contact section 2. Right-click in the Contact section of the Case Entry screen. 3. Click Clear Contact Master from the right-click menu. IRMS will provide a warning box to verify the case contact should no longer be linked to the Contact Master as shown.
Click Yes to remove the link and return to Case Entry. The Contact is still part of the current case. Click No to return to Case Entry without clearing the link in the Contact Master.
Adding Account Masters in Case Entry Adding or Updating an Account in Account Maintenance from Case Entry
This feature is used to add an account to the Account Table. Enter all known contact information. Right-click anywhere in the Contact section of Case Entry, and click Add/Update Account. You will remain in Case Entry; however the data for this contact will automatically be added or updated in the Account Master Table. Viewing an Account Master in Case Entry
This feature is used to view the current account in the Account Table. Right-click anywhere in the Contact section of Case Entry, and click View the Account. If this account is found in the Account Table, Account Maintenance with the current account is displayed. If the current account is not found in Account Maintenance, the following warning is displayed:
Click Yes to add the account to the Account Table. The Case Entry is displayed. Click No to return to Case Entry without adding the account to the Account Master. 122
Additional Case Entry Functionality
Clearing an Account Master Link
This feature is used to clear the link between the current case and the Account in Account Maintenance. 1. Navigate to the contact by using the Contact navigation bar at the bottom of the Contact section 2. Right-click in the Contact section of the Case Entry screen. 3. Click Clear Account from the right-click menu. IRMS will provide a warning box to verify the case contact should no longer be linked to the Contact Master as shown.
Click Yes to remove the link and return to Case Entry. The Contact is still part of the current case. Click No to return to Case Entry without clearing the link in the Account Master.
General Options Deleting a Contact
This feature is used to delete a Contact in the Case. You can delete contacts in the situations allowed by your security settings. 1. Navigate to the contact to be deleted by using the Contact navigation bar at the bottom of the Contact section. 2. Right-click in the Contact section of the Case Entry screen. 3. Select Delete Contact from the right-click menu. IRMS will provide a warning box and ask you if you are sure you want to delete this contact.
Click Yes to delete the contact and return to Case Entry with a blank Contact section. Click No to return to Case Entry without deleting the contact. The contact is displayed in Case Entry.
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Optional Fields in the Contact Section There are three optional fields defined in the Contact section of Case Entry. The optional fields are Attention/Department, Contact Phone, and Specialty. The optional fields are specified in the Division Parameters (For further information, see the Division Parameters section in the Administration Guide.) If the optional fields are checked, the fields are displayed in the Contact section, circled, as shown below.
Contact Phone
If the optional fields are not checked, the fields are not displayed in the Contact section. The Phone, Title, Company, Address and Type fields are expanded as shown below.
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Additional Functionality of the Question Section Right Click Menu for the Question Section The Question section contains a unique right-click menu. To access this menu, the cursor should be located in any field in the Question section or simply hovering in the Question section, and then click the right button on your mouse. Zoom feature Any field in the Question section can be enlarged, simply by placing the cursor in the appropriate field, right-click on your mouse, and select the Zoom option. For example, the Question field normally looks as follows:
but using the Zoom feature will enlarge the Question field to the following:
Navigating between Questions When more than one question exists for a case, a variety of ways have been provided to navigate between these questions. The most common method is to use the Question navigation bar at the bottom of the Question section. However, the right-click menu also allows you to quickly maneuver to a new question. To go straight to the first question entered for this case, put the cursor anywhere in the question section or hover over the Question section, right-click on your mouse, and select the First option. To switch to the preceding question of the active question, or to switch to the very next question following the active question; put the cursor anywhere in the question section or hover over the Question section, right-click your mouse, and select either the Previous option or the Next option. To go straight to the last question entered for this case, put the cursor anywhere in the question section or hover over the Question section, right-click on your mouse, and select the Last option. Adding a New Question to a Case The right-click menu also provides another method to add a new question to the case besides using the new button on the Question navigation bar. Right-click anywhere in the Question section of 125
IRMS User Guide Case Entry, and select the New Question option. A blank question form will open (note: some fields may be populated through User Preferences) and the number of questions for the case will be increased by one. Copying a Question Already in a Case This feature can be used when most of the information for the new question is the same as one that is already entered. The question information will be duplicated into a new record. To copy the question: 1. Navigate to the question to be copied by using the Question navigation bar at the bottom of the Question section. 2. Right-click in the Question section of the Case Entry screen. 3. Select
from the right-click menu.
4. The Question information will be copied and the number of questions for the case will be increased by one. Find Selection in General Info The right click menu provides a wonderful shortcut for finding General Information quickly based upon one word or a few words. Highlight the appropriate word(s), right click on your mouse, and select the Find Selection in General Info option. If the highlighted word(s) are not found, a warning box will inform you of this. When you click OK, you will be sent to the Read General Information screen and the highlighted word(s) will be located in the turquoise Find field. If the highlighted word(s) are found, then you will be sent directly to the Read General Information screen and the highlighted word(s) will be highlighted within the record. Find Selection in FAQ The right click menu also provides a shortcut for finding an FAQ quickly based upon one word or a few words. Highlight the appropriate word(s), right click on your mouse, and select the Find Selection in FAQ option. If the highlighted word(s) are not found, you will be sent to the Find and Display FAQs screen and the highlighted word(s) will be located in the turquoise Text field, but no results will appear in the bottom section. If the highlighted word(s) are found, then you will be sent directly to the Find and Display FAQs screen and the highlighted word(s) will be highlighted with the entire question that contains them. Deleting a Question You can delete questions in the situations allowed by your security settings. To delete the question: 1. Navigate to the case containing the question to be deleted by using the Case navigation bar at the bottom of the Case Entry screen. 2. Navigate to the question to be deleted by using the Question navigation bar at the bottom of the Question section. 3. Right-click in the Question section of the Case Entry screen. 126
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4. Select
from the right-click menu.
5. IRMS will provide a warning box and ask you if you are sure you want to delete this question. Clicking
will cause the question to be deleted and you will return to the Case Entry
screen with a blank Question section. Clicking screen with the Question still in place.
will return you to the Case Entry
Changing Question Information You can change question information in the situations allowed by your security settings. To change the contact information for a case: 1. Navigate to the case containing the question to be changed by using the Case navigation bar at the bottom of the Case Entry screen. 2. Navigate to the question record that needs to be changed by using the Question navigation bar at the bottom of the Question section. 3. Highlight the information in the field you wish to change and simply begin typing or select another item from the combo box list.
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Finding General Information for a Question General information used by your company can be stored in the General Information Table. Some examples of this general information include other divisions and departments, other pharmaceutical companies, charitable organizations, and government agencies. In addition to the text fields presented, you may attach Word documents to General Information records. This allows you to have "FYI" documents outside of the IRMS Document Maintenance structure. To find reference information for a question: 1. Click the toolbar button from the IRMS Main Menu or click the button in the Question section of the Case Entry screen. The Read General Information screen will appear.
2. There are two different methods for finding records from this screen.
Option One – Find Records Using a Key Word or Phrase:
Move the cursor to the Find field and enter the key word(s) you are searching for. Standard IRMS text searching options apply.
Click the Error! Objects cannot be created from editing field codes. button to find the first occurrence of the words or letters entered.
To continue searching, click the Error! Objects cannot be created from editing field codes. button.
Select the appropriate record, by clicking anywhere on its row.
Option Two – Find Records Starting with a Specific Letter:
Click the specific letter button to move to the first record where the first character in the first column begins with that specific letter.
Select the appropriate record, by clicking anywhere on its row.
To find general information for a question using the right-click Menu: 1. Highlight any word in the question of the Question section on the Case Entry screen. 2. Right-click on the word while it is highlighted. The right-click menu will be displayed.
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3. Choose from the right-click menu. The Read General Information screen will be displayed with the highlighted word in the Find field and an auto find will be done. 4. Select the appropriate record, by clicking anywhere on its row. To view the document attached to the general information record: 1. Click anywhere on the row of the appropriate record. A
will appear to the left of the
appropriate record. If a document is attached to the record, the
button will be
enabled, the toolbar button will be enabled, and a Yes will be displayed in the bottom of the fourth column. 2. Click the button or click the toolbar button. The word processor will start up and the document attached to the current record will be viewed in the word processor in read-only mode. 3. To return to IRMS, close the document in the word processor. Control will be returned to IRMS. To use general information in a response: 1. Navigate to the appropriate record by clicking anywhere on the row. 2. Click the button at the top of the Read General Information screen. The Reference Number (located in the top of the fourth column) and the first text field (located in the first column) will be appended to whatever data you have in the Response field of the current Question record.
NOTE for IRMS Setup: The General Information screen is maintained in the General Information Maintenance screen. To access this screen, choose Maintaining the General Information Screen section.)
from the Tools drop down menu. (See the
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Optional Fields in the Question Section There are three optional fields defined in the Question section of Case Entry. The optional fields are Abstract, Resolutions, and Owner. The optional fields are specified in the Division Parameters (For further information, see the Division Parameters section in the Administration Guide.) If the optional fields are checked, the fields are displayed in the Question section as shown below.
Optional Fields
If the optional fields are not checked, the fields are not displayed in the Question section. The Question and Response fields are expanded as shown below.
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Using the Frequently Asked Questions Screen Frequently asked Questions and their associated Answers are accessed through the Find and Display FAQs screen. This screen can provide inexperienced call takers a fast but yet accurate response. The Find and Display FAQs screen can be accessed in a Read-only mode from the IRMS Main Menu, by clicking the
button or from the Question section of Case Entry.
The Find and Display FAQs screen is maintained through the FAQ Maintenance screen. To access the FAQ Maintenance screen, choose Maintaining the FAQs Screen section.).
from the Tools drop down menu. (See the
Finding Frequently Asked Questions To find FAQs with the Search Criteria hidden using the 1. Click the
button:
button in the Question section of the Case Entry screen.
2. The Find and Display FAQs screen will appear as shown below.
3. The screen is currently in List View and the Search Criteria is hidden. Moving the bottom navigation arrow to the right will allow you to see more information regarding the question, including the attached Doc ID, FAQ Code, Usage Count, Line No., Status, Date, Department, Product, Category, Abstract, Topic, Searchable Answer, SR Level 1 and 2, Contact Level 1 and 2, and Rec ID. 4. Moving the cursor into the Question section will cause the cursor to become a hand. Clicking on any question, will cause the FAQ and Answer screen to be displayed, as shown below.
5. To have the displayed question and answer appended to your current Question and Response in the Case Entry screen, click the
button.
6. The Product, Category, Topic, FAQ ID, and FAQ Code from the FAQ Master will be entered in their corresponding fields of the current Question record. (If you have already entered something different, you will be prompted before that data is changed.)
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IRMS User Guide To find FAQs with the Search Criteria visible using the
button:
1. To display the Search Criteria section of the Find and Display FAQs screen, click the button. 2.
3. To use search criteria to restrict your selections, choose a Division, Department, Status of the product, Service Rep Level, Contact Level, Product, Category, Topic, and/or Abstract from their respective pick lists. 4. Criteria can also be specified by entering key word(s) into the blue Text field. The standard IRMS text searching options apply. Comparison operators (= , <> , < , > , >= , <= , ~ ); Reserved words (NULL, TODAY); Wildcard symbols ( * , ? , | ); and Logical operators ( , , + , () ) can also be used to narrow down your search. An explanation of all of these symbols can be displayed by clicking the
button
5. Click the button to find the first occurrence of the words or letters entered. If the Auto Find box is checked, then IRMS will automatically re-find when you exit one of the selection fields. 6. All of the questions that meet the criteria specified will be listed. To display the question on the FAQ and Answer screen, navigate the cursor to the appropriate question and click on the question. 7. To have the displayed question and answer appended to your current Question and Response in the Case Entry screen, click the
button.
8. The Product, Category, Topic, FAQ ID, and FAQ Code from the FAQ Master will be entered in their corresponding fields of the current Question record. (If you have already entered something different, you will be prompted before that data is changed.) To find FAQs without using the
button:
1. Highlight any word in the question of the Question section on the Case Entry screen. 2. Right click on the word while it is highlighted. The right click menu will be displayed. 3. Choose from the right click menu. The Find and Display FAQs screen will be displayed with the highlighted word in the Text field of the Search Criteria and an auto find will be done.
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Viewing Attached Documents to the FAQ To view the document attached to the FAQ record from the Form View mode: 1. Form view displays one question at a time with all of the question’s details. To insure you are button. If this button is shown as “List View”, then in Form View, click the you are already in the Form View mode. 2. If a document is attached to this FAQ, the Doc ID field will be populated and the button will be enabled. Click the button. The word processor will start up and the document attached to the current record will be viewed in the word processor in read-only mode. 3. To return to IRMS, close the document in the word processor. Control will be returned to IRMS.
To view the document attached to the FAQ record from the List View mode:
1. List view displays many questions at a time. To insure you are in List View, click the button. If this button is shown as “Form View”, then you are already in the List View mode. (record selector) will appear to the 2. Click anywhere on the row of the appropriate record. A left of the record. If a document is attached to the record, a document ID number is listed under the DocID column. 3. Click on the document ID in the appropriate row. The word processor will start up and the document attached to the current record will be viewed in the word processor in read-only mode. 4. To return to IRMS, close the document in the word processor. Control will be returned to IRMS.
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Using FAQ Information in a Response To use FAQ information in a response using the Form View mode:
1. Navigate to the appropriate FAQ, and click the
button.
2. The Question field from the FAQ Master will be appended to whatever data you have in the Question field of the current Question record. 3. The Response field from the FAQ Master will be appended to whatever data you have in the Response field of the current Question record. 4. The Product, Category, Topic, and Doc ID codes from the FAQ Master will be entered in their corresponding fields of the current Question record. (If you have already entered something different, you will be prompted before that data is changed.) To use FAQ information in a response using the List View mode:
1. Click anywhere on the row of the record so that the of the record. 2. Click the
(record selector) will appear to the left
button.
3. The Question field from the FAQ Master will be appended to whatever data you have in the Question field of the current Question record. 4. The Response field from the FAQ Master will be appended to whatever data you have in the Response field of the current Question record. 5. The Product, Category, Topic, FAQ Code, and FAQ ID codes from the FAQ Master will be entered in their corresponding fields of the current Question record. (If you have already entered something different, you will be prompted before that data is changed.) FAQs in Multiple Languages An FAQ can be associated with a document that is written in more than one language, as long as the documents each have the same document ID. (These documents are set up in Document Maintenance.) To view the FAQs associated with these documents: 1. Access the Find and Display FAQs screen. 2. Select the appropriate FAQ (which is associated with documents containing multiple language versions). 3. Clicking the View button will cause an intermediary screen, Select a Language, to appear. Select a language from the pick list. Note that the only languages available in this pick list are the languages that this document has been written in. 4. Click the OK button. The selected document will appear in the appropriate language.
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Additional Case Entry Functionality
Recording Sources Checked IRMS allows you to record the sources that you checked while preparing the response to a question. The Sources Checked screen presents a series of check boxes for indicating which sources were used. The format of this screen is based on the Source Master screen, which is available from the item in the Tools drop down menu. To Record Sources Checked for a Question: 1. Click the
button in the Question section of the Case Entry screen.
2. Click the check box to the left of each source that you used to prepare the response for this question. button or clicking the button 3. Close the Sources Checked screen, by clicking the in the upper right hand corner of the screen. This will return you to the Case Entry screen. 4. The letters inside the button on the Case Entry screen will turn red to indicate that sources were used to respond to the question. The Sources Checked screen is shown below.
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Maintaining the Sources Checked Screen Choose from the Tools drop down menu. The Source Master screen will be displayed. The Sources Checked screen records only the "Yes/No" values. If you rearrange the Source Master, the check boxes will NOT be moved around. Because of this, we recommend that you NOT rearrange the order of items in the Source Master. You should add new sources to the END of the current list.
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Additional Functionality of the Basic Case Sections Finding the Rep’s Name and Address IRMS contains a Representative Master table. This table contains sales representative information. button to search for reps assigned to the postal While in Case Entry, you can use the code entered for the case. In addition, from anywhere in IRMS you can access the Representative Search screen by selecting the Search Reps item from the Tools drop down menu. NOTE: IRMS can be parameterized to find the representative automatically once the zip code has been entered. This is established in Division Parameters on the Case Entry tab by selecting the Lookup Rep via Zip/Postal option. If more than one representative is assigned to the zip code then the Select a Representative screen opens to allow you to choose the appropriate representative. ┼Version Note: as of IRMS Version 5.5.7, this Select a Representative screen can be canceled without selecting one of the representative options. To Look Up Rep Information from Case Entry: 1. Click the button in the lower left portion of the Case Entry screen. This button will search based on the Zip Code entered for the current case. The Representative Search screen will be displayed with a list of all the reps in the Zip Code.
2. Check the Record Selection box at the left of the record to specify the record you wish to access. (Skip to step 7) 3. If no Zip Code was entered or if no reps match the entered Zip Code, the Representative Search screen will be blank and the following IRMS box will be displayed.
4. Click
.
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IRMS User Guide 5. You may clear the search criteria by clicking
, enter new search criteria, and click
. 6. Check the Record Selection box at the left of the record to specify the record you wish to access. button on the toolbar. 7. To display the complete record for this rep, click the The Representatives screen will be displayed, as shown below. Close the screen using the or the
toolbar button to return back to the Representative Search screen.
8. To assign the selected rep as the representative for this case, click the button on the toolbar. IRMS will return you to the Case Entry screen and the Rep/Terr# and the Rep Name fields will be populated with the representative information that you had selected. 9. To use the selected rep as the contact, select the toolbar button. IRMS will return you to the Case Entry screen and the Contact information will be populated with the selected rep’s name, address, etc. WARNING: This will replace the current Contact (if any) with the rep’s name and address information.
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To see Representative Data of a Selected Rep If a Representative has been selected on the Case Entry screen in the Rep Name field, the Representatives screen can be accessed containing the data regarding this rep simply by clicking the toolbar button. To Select a Rep by Last Name 1. Click on the button located on the Case Entry screen in the bottom section. The Select a Rep by Last Name screen will be displayed. 2. Click on the drop down arrow or start typing some characters of the last name. Highlight the appropriate sales rep. 3. Click on the
button.
4. Control will be returned to the Case Entry screen and the Rep/Terr#, Rep Name, and Rep Type fields will be populated with the selected sales rep’s information.
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Referring a Case to Another User IRMS allows you to re-assign a case to another department or user. To do this you would use the Ref to function. 1. From the bottom portion of the Case Entry screen, click the Ref To pick list arrow and select a user to re-assign this case to. - or 2. Click the Ref to button. Available users will be organized by Call Center. To select a user, double click on the appropriate person. 3. The case will be sent to the “referred to user” and will appear on their Attention or My Inbox screen. The case will have the exact same case number. When the new individual retrieves the case, they may make changes to this case unless the previous individual is still in a field located in the Question section of this case ( if this is true then the referred to user will see a padlock notifying them that are temporarily locked out of this case). 4. The “referred to user” will receive an email notifying them of the new case. 5. Once you logout of IRMS, the case will no longer appear on your Case Entry screen. 6. Depending upon your Division Parameters, you may be required to provide a reason for referring the case to a different individual. If so, the following box will open:
To Refer the Case, enter a reason by either clicking on the pick list arrow and selecting a reason, or entering the reason as free text, then click . IRMS will refer the case and return you to Case Entry. To cancel referring the case, click without referring the case.
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. IRMS will return you to Case Entry
Additional Case Entry Functionality
Using the Note Pad To add notes to a case: 1. Click on the button on the Case Entry screen, choose Notes from the Shortcuts menu, or click the (Notes) Case Entry toolbar button. 2. The Notes screen will appear. 3. Type your note. 4. Close the Notes screen by clicking on the 5. The lettering in the the color red.
button or the
button will change to
button. and the letters will change to
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Adding Attachments to a Case Attachments can be added to a case from a file or a URL. Once there is an attachment, it can be viewed or exported. Adding attachments is explained below: 1. To access Case Attachments, click the button in Case Entry or choose Attachments from the Shortcuts menu. The Case Attachments screen is displayed as shown below.
2. Attach a file to the case. .
To import an attachment, click screen is displayed as shown below
Navigate to the file to attach and then click Import. To cancel, click Cancel. The Case Attachments window is displayed.
3. Attach a URL to a case.
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. The Attachment Import - File Selection
Additional Case Entry Functionality
To add a URL to a case, click displayed as shown below
. The IRMS Request Insert Link window is
Enter a link in the window and then click . To cancel, click or click Exit ( ) without entering a link in the window. The Case Attachments window is displayed with the new link.
4. The file name or URL is inserted into the File Name column. An Attachment ID is assigned to the file or URL and appears in the Attachment ID column. This field cannot be changed. The Date Added and Date Received are populated. 5. Any comments can be entered in the Notes field. To add notes, simply move the cursor to the Notes field and click. Begin typing your note. 6. View an attachment to a case.
To view the attachment, navigate to the appropriate attachment using the selection arrow at the left, and click the displayed as shown below.
Click
to proceed, or
button. A Microsoft Office Access window is
to cancel.
7. Export an attachment to a case.
To export an attachment, navigate to the appropriate attachment using the selection arrow at the left, and then click . The Attachment Export – New File Location window is displayed as shown below.
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Navigate to the appropriate folder and then click Select. To cancel, click Cancel. The Case Attachments window is displayed.
8. Close the Case Attachment window.
To close the Case Attachment screen, click Exit ( ). Closing the Case Attachment screen will return control to Case Entry and the attachment button will change from black letters to red letters with the number of attachments this case has attachments and how many attachments there are.
Note: Completing a letter will automatically attach the letter to the case.
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. This indicates that
Additional Case Entry Functionality
Optional Fields in the Basic Case section There is one optional field defined in the Basic Case section of Case Entry. The optional field is Call Center. The optional fields are specified in the Division Parameters (For further information, see the Division Parameters section in the Administration Guide.) If Call Center is checked, it is displayed in the Basic Case section next to the Service Rep as shown in the circle below.
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Additional Functionality of the Case Entry Toolbar Case Entry Datasheet View To display the Case Entry screen in Datasheet View, click on the (Datasheet View) toolbar button or select Datasheet View from the Form drop down menu. The Datasheet View displays multiple records in a spreadsheet format.
Case Entry Enhanced Datasheet View To display the Case Entry screen in Enhanced Datasheet View, click on the (Enhanced Datasheet View) toolbar button. The Enhanced Datasheet View displays selected information about multiple records in an enhanced spreadsheet format.
To display the selected case in the Case Entry window, click the Enhanced Datasheet View in Report Format, click on the
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button. To view the button.
Additional Case Entry Functionality
Finding All of your Open Cases 1. From the Case Entry screen, click on the
(Find all your open cases) toolbar button.
2. If you are in Form view the number of records on the Case navigation bar at the bottom of the screen will represent the number of cases that have an “open” status. 3. If you are in Datasheet view, only the cases with an “open” status will be listed on the spreadsheet.
Finding Duplicate or Repeat Callers Duplicate Contact information can be found based on the last name through a special version of the Case Query screen, shown at the bottom of this section. To find duplicate contacts: 1. Navigate to the contact that may have duplicate information. button on the Case Entry toolbar. The Case/Contact section of the Case Query 2. Click the screen will appear. 3. The data from the Contact screen will populate the corresponding fields in the Case Query screen. Enter or change any selection criteria in the fields to refine your search. 4. Click the button on the Case Query toolbar. If you find any matching cases, you can proceed in one of three ways.
Option 1 - Update the Current Case with the Contact Information Found:
Click the record selector box to the left of the record you wish to select.
Click the
button on the toolbar.
Option 2 - Abandon the Current Case and Update One of the Cases Found:
Click the record selector box to the left of the record you wish to select.
Click the
button.
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Close the Case Query screen by clicking the the button in the upper right hand corner.
(close) button on the toolbar or click
Additional Case Entry Functionality
Searching the Account Table If you have a relatively stable set of callers, you may use the Account Search screen. By selecting a pre-defined account, you will not have to enter their contact information. (The Account Search screen is maintained through the Account Maintenance screen, which is accessed through the Account… item under the Tables drop down menu. Please see the Administration Guide.) To Search for Account Information: button on the Case Entry toolbar or select Search Accounts from the Tools drop 1. Click the down menu. 2. The Account Search screen will be displayed, as shown below.
3. Select the appropriate account by clicking the record selector box to the left of the record you wish to select. (Skip to Step 6)
- or 4. Enter selection criteria to refine your search and click the button on the toolbar. To clear the criteria, click the toolbar button and then enter your selection criteria. 5. Select the appropriate account by clicking the record selector box to the left of the record you wish to select. 6. To use the Address of the Account in the Contact section of the Case Entry screen:
Click the record selector box to the left of the record you wish to select.
Click the
Control will be returned to the Case Entry screen, and the contact information will be populated with the selected account information, except for the Name of the contact.
button.
7. To use the Name and Address of the Account in the Contact section of the Case Entry screen:
Click the record selector box to the left of the record you wish to select.
Click the
Control will be returned to the Case Entry screen, and the contact information will be populated with the selected account information.
button.
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Searching the Contact Table If you have a relatively stable set of callers, you may use the Contact Search screen. By selecting a contact, the demographic information is automatically populated in the Contact section in Case Entry. Contacts can be maintained in Contact Masters, which is accessed from Tables menu. For more information, refer to the Table Administration chapter in the Administration Guide. To Search for Contact Information: 1. To search for a contact, perform one of the following steps:
Click the Contacts toolbar button in Case Entry.
Click Search Contacts from the Tools menu.
2. If Contact Search is selected from Case Entry, the criteria is pre-populated with information from the case. If Contact Search is selected from the toolbar, the search criteria is blank. The Contact Search screen is displayed as shown.
3. If the appropriate contact is already displayed, select the contact by clicking the record selector box to the left of the record to select. (Skip to step 8) - or 4. To clear the criteria, click the 1 - Clear toolbar button and enter new criteria. 5. Enter new or additional criteria to refine the search. Click the 2 - Find button on the toolbar. Any contacts meeting the criteria are displayed in the Results section on the bottom half of the screen. 6. To use the Find 3 of 5 functionality, enter at least 3 of the following fields and click the 3 - Find (3 of 5) toolbar button. First Name Last Name 150
Additional Case Entry Functionality
Phone Zip/Postal State/Region
Any contacts meeting the criteria are displayed in the Results section on the bottom half of the screen. If no records are found that meet the criteria entered, the following message box is displayed.
Click OK to return to the Case Entry window to create a new contact. 7. Select the appropriate contact by clicking the record selector box to the left of the record. The line containing the Contact Name is highlighted. 8. Click one of the following to use an existing contact name and address in Case Entry.
To use the contact in an existing case, click the 7 - Use In Current Case toolbar button.
To use the contact in a new case, click the 8 - Create Case toolbar button.
Control is returned to Case Entry, and the contact information is populated with the selected contact information. 9. To view the contact information in the Contact Master, click the 4 - Display toolbar button. The Contact Master Maintenance screen is displayed and pre-populated with the Contact selected from the Results list. 10. To create a new contact master from the search criteria, click 5 - Create Contact toolbar button. The Contact Master Maintenance screen is displayed and pre-populated with the selected criteria. Note: If a non-divisional user chooses a contact with a different language than the case uses, and the user tries to update the Master Contact record, IRMS will allow different languages. 11. To view all the cases and questions for the selected contact, click the 10 - Cases by Contact toolbar button. The Cases by Contact screen is displayed. 12. To exit the screen, either click X in the upper right corner of the screen or click the Exit toolbar button.
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Searching the Representative Table You can search the Rep table from Case Entry. If you are looking for information on a apecific rep, you may use the Rep Search screen. By selecting a representative, you will not have to enter their contact information. (The Rep Search screen is maintained through the Representative Maintenance screen, which is accessed through the Representative option in the Tables menu. For further information, see the Administration Guide.) To Search for Representative Information: 1. Click the menu.
button on the Case Entry toolbar or select Search Representative from the Tools
2. The Representative Search screen is displayed. Any Representative information from the Case Entry screen is automatically populated in the search screen. For further information, please see Finding the Rep’s Name and Address section under Additional Functionality of the Basic Case section in this guide.
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Transfer the Current Case Sending a Case to Another Department/User The Transfer Current Case function allows multiple departments to work on different aspects of a case. (The Transfer Current Case function will automatically populate the check boxes using the defaults defined on the Copy Case… tab in User Preferences. (See the Copy Case TabCopy Case Tab section on page 39 in User Preferences for additional information.) When a case is transferred, a letter is appended to the Case Number starting with the letter “A”. 1. To access the Transfer Current Case function, access the Case Entry window, and then click the (Transfer the Current Case) button on the toolbar or click Transfer the Current Case from the Shortcuts menu. 2. The Transfer Current Case window is displayed.
Select either the Shift or Department.
3. If a Shift is selected, select a Shift to receive the case from the pick list. The Department, Service Rep, and Refer to User cannot be entered. The Shift is defined as a Referral Shift in Shift Maintenance. The case is displayed in the Group folder in My Inbox with the next sequential letter in the Sub Number. 4. If Department is selected, select a Department to receive the case from the pick list. A Shift cannot be entered. a. If Department is selected, select the user who is to be responsible for this case from the Service Rep pick list. The Service Rep is automatically populated in the Refer to User field. If the Service Rep selected is different from the Refer to User, the Service Rep will not see the case in My Inbox. b. If Department is selected, select the user who will be responsible for this case from the Refer to User pick list. The case is displayed in the Case folder in My Inbox with the next sequential letter in the Sub Number. 5. Select the Send E-mail checkbox, if an e-mail should be sent to the Refer to User, notifying them of the copied case. 6. Select the checkboxes in the Copy the selected information section to define which parts of this case should be included as part of the copied case. 153
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Copy Contacts as New – Select this box to create a new Contact for the case.
Share Contacts – Select this box to share the same Contact information.
Ignore Contacts – Select this box to ignore the Contact information.
7. To transfer the case click the Send button. An IRMS verification message is displayed.
Click OK to continue. The Transfer Current Case window is activated. The following processes are executed.
A copy of the case is sent to the Referred to User and is displayed in their Attention or My Inbox window.
The case number for the Referred to User will have the next sequential letter assigned to the Sub Number field.
If the Send Email check box was selected, an email is sent to the Referred to User.
The case will remain on your Case Entry screen with the original case number.
8. Click Cancel to close the window or cancel the process.
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Creating Quick Response Letters The IRMS Quick Response Letter window allows the user to automatically create a letter quickly from the information entered in the Question section. The functionality provided includes:
Displaying the Quick Response Letter window and allowing the user to modify any data or documents prior to creating the letter.
Automatically creating an “Open” letter from the data in the case without displaying the Quick Response Letter window.
Automatically creating a “Submitted” letter from the data in the case without displaying the Quick Response Letter window.
The default information for the letter is created from the Template Control Table and User Preferences. Review Division Parameters
Review the “QuickLetterAction” parameter on the Other tab in the Division Parameters. This parameter determines how the Quick Response Letter toolbar button will function. Options are “OpenForm”, “CreateOpenLetter”, and “CreateSubmittedLetter”. (For additional information, see the Division Parameters section in the System Administration chapter in the IRMS Administration Guide.) Create an Open Response Letter Automatically The Quick Response Letter window is NOT displayed. The QuickLetterAction parameter is set to “CreateOpenLetter”. ) toolbar button in the Case Entry window. 1. To execute this process, click the Quick Letter ( The Quick Response Letter window is NOT displayed. A letter is automatically created with a Status of “Open”. The system will use the Template Control Table and User Preferences to create the letter. The letter is added to the Response Letter window. 2. To complete the letter, the user must access the letter, update any missing information, merge, and print, fax or e-mail the letter. The letter is then change to a Status of “Completed”. Create a Submitted Response Letter Automatically The Quick Response Letter window is NOT displayed. The QuickLetterAction parameter is set to “CreateSubmittedLetter”. 1. To execute this process, click the Quick Letter ( ) toolbar button in the Case Entry window. The Quick Response Letter window is NOT displayed. A letter is automatically created with a Status of “Submitted”. The system will use the Template Control Table and User Preferences to create the letter. The letter is added to the Response Letter window. The background is displayed in yellow and the letter cannot be changed. This is the same action as clicking Create Letter from Q&A from the Quick Response Letter window.
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IRMS User Guide Create a Response Letter Quickly The Quick Response Letter window is displayed and the user can modify the data and select additional documents as necessary. The QuickLetterAction parameter is set to “OpenForm” 1. To access the Quick Response Letter window, click the Quick Letter ( ) toolbar button on the Case Entry window. The Quick Response Letter window is displayed.
Several fields are automatically populated with data from the corresponding fields in Case Entry. 2. To change the Contact, click Contact from the pick list. 3. To change the Letter Format, click Letter Format from the pick list. 4. To change the Opening or Closing, select an Opening and Closing template from the pick lists. 5. To select a Signature, click Signature from the pick list. 6. To change the Language, click Language from the pick list 7. Check the Envelope and/or Label checkbox if using an envelope or label. 8. Enter a Letter Date or click Calendar Control and select a date. 9. Select how the letter should be sent. Select the Print, Fax, and/or E-mail checkboxes to use that output method. 10. Select the Enclosure checkbox to include the enclosures with the selected output method. 11. Click Create Letter from Q&A. The letter is automatically created and submitted with the documents chosen in the Question section of Case Entry. The letter is added to the Response Letter window with a Status of “Submitted”. The background is displayed in yellow and cannot be changed. The user is returned to Case Entry. Note: If any information is missing, the letter is created with a Status of “Open”. The user can correct any problems and submit the letter from the Response Letter window. Create a Response Letter by Selecting Documents 1. From the Quick Response Letter window, review and change the data as described in the previous section. Select a Single Document
2. To select a document for the Response Letter, click either Doc ID or Doc Title from the pick list. Both fields are populated with the pick list selection.
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- or Select Multiple Documents
3. Click Document Search to open the Document Search/Selection window. (See Using the Document Search/Selection Screen section.) 4. Select the appropriate document(s) from Document Search and close the window. The user is returned to the Quick Response Letter screen. 5. Click Create Letter. The letter is created and submitted with the selected document(s). The letter is added to the Response Letter window with a Status of “Submitted”. The background is displayed in yellow and cannot be changed. The user is returned to Case Entry. Note: If any information is missing, the letter is created with a Status of “Open”. The user can correct any problems and submit the letter from the Response Letter window.
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Case Correspondence Management Screen Creating / Generating Case Correspondence Records
Case Correspondence records can be entered manually from Case Entry. Additional Case Correspondence is automatically created when the requirements defined in Business Rules are met. 1. To access the Case Correspondence window, navigate to the appropriate case in Case Entry, and then select the Case Correspondence ( ) toolbar button or Case Correspondence from the Shortcuts menu. The Case Correspondence window is displayed. 2. To automatically setup Case Correspondence records, define a business rule. The Business Rules are accessed from the Systems menu on the Setup submenu. For more information on Business Rules, refer to the Business Rules section in the IRMS Administration Guide.
Entering Information into the Case Correspondence Window
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Correspondence Type Select a Correspondence Type from the pick list. The Follow-up Date is automatically populated based on the number of days defined for the Correspondence Type. The Correspondence Type is defined in the General Table Maintenance. Action Select the Action from the pick list for this correspondence. The Action is defined in the General Table Maintenance in Correspondence Action. Contact Name Select the Contact Name from the pick list. The pick list contains the Contacts entered for this case in Case Entry. Letter Number If a letter has already been created, then select a letter number from the pick list. If not, access the Response Letters screen by clicking the Letters toolbar button. The letter can be created from the Response Letters screen at any time and is displayed in the pick list for this field. A Response Letter is not required to create a Case Correspondence record. Notify Via E-mail If the correspondence will be an email, select the Notify Via E-mail checkbox.
Additional Case Entry Functionality
E-Mail Template If the correspondence will be an email, select an E-mail Template from the pick list. The e-mail will be sent to the “To Address” defined in the E-mail template. The E-mail Templates are defined in Document Maintenance. Reply Required If a reply is required for the follow-up, select the Reply Required checkbox. Follow-up Date IRMS will automatically populate the Follow-up Date based on the number of days defined for the Correspondence Type. Completed If the Correspondence Action is complete, select the Completed checkbox. The Completed Date is automatically populated with the current date. Add Notes button To enter additional information, click the Add Notes button. This works like other Notes screens throughout IRMS. When the notes are added, the button turns red and reads Has Notes.
Correspondence Date The Correspondence Date is automatically populated with the current date when the correspondence is initiated. The date can be changed by either entering a different date or clicking the Calendar button and selecting a different date.
Processing Case Correspondence Records
The Case Correspondence Records are processed as follows:
When the Follow-Up Date is met, the case is sent to the Attention or My Inbox screen of the User ID located in the Ref To field for the case. IRMS will send this case everyday after the Follow-up Date is met until the task is manually completed by selecting the Completed checkbox.
This case is sent to the Attention screen or My Inbox everyday after the Follow-up Date is met until the Correspondence is manually completed by selecting the Completed checkbox on the Case Correspondence window.
If a Case Correspondence record was automatically created by a Business Rule. An E-Mail is sent to the E-Mail address specified in the record. If there is no E-Mail Address, the e-mail is sent to the Ref To User ID in the case.
Case Correspondence Toolbar The Case Correspondence Toolbar is below with explanation for each toolbar button.
Button
Description Displays the Response Letters screen in Case Entry. Deletes the active record. Closes the Case Correspondence Management window.
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Printing Case Snapshots Print a Case Snapshot:
1. Click the button on the Case Entry toolbar or select Case Snapshot from the Case Entry Shortcuts menu. 2. The Case Snapshot will be printed from your printer. View a Case Snapshot:
1. To view a Case Snapshot, perform one of the following steps.
Click View from the Case Entry toolbar
Click Case Snapshot Preview from the Shortcuts menu
Double-click the word Case on the Case navigation bar.
The Case Snapshot screen and toolbar is displayed. Case Snapshot Toolbar Options
1. To print the Case Snapshot, click the Print toolbar button. 2. To e-mail the Case Snapshot, click the Email As toolbar button and then click PDF, Rich Text (RTF), or Snapshot (SNP). If the “SaveCaseSnapshotAsAttachment” parameter in Division Parameters is set to “Yes”, a copy of the e-mail message including the Case Snapshot is attached to the case. 3. To save the Case Snapshot, click the Save As toolbar button and then click Excel (XLS), PDF, Rich Text (RTF), Snapshot (SNP), or Text (TXT).
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Additional Case Entry Functionality
Selecting Specific Labels to Print 1. To access the Labels screen, click the
toolbar button.
2. Enter the Number of Labels to Skip. 3. Enter the # of labels to print for each name. 4. Decide where to Generate the Labels From. 5. Choose a Label Type. 6. To print the labels, select the 7. To preview the labels, select the 8. To create a label file, select the 9. Closing the Labels screen by selecting the return you to the Case Entry screen.
toolbar button. toolbar button. toolbar button. toolbar button or clicking on the
will
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Functionality of the Shortcuts menu in Case Entry Adding a Literature Fulfillment Case IRMS has built-in functionality to help you quickly respond to requests for literature. You can choose the pieces to be included and print a Literature Fulfillment Order Form. To Process a Literature Request: 1. Access the Case Entry screen. 2. Select Literature Request from the Shortcuts menu. The Literature Category Selection screen will open.
3. Highlight the desired category. The Literature List screen will open.
4. Check the box of the appropriate literature. button on the toolbar. The report will be sent to the printer and 5. Click the you will be returned to the Case Entry screen. The Response text box field will contain a descriptive list of the literature that was requested.
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E-mail Case Information Overview There are several situations that occur when an e-mail should be sent to someone else. This option allows the user to send an email to a Sales Representative or someone else. E-mail Templates defined in Document Maintenance can be used to format the subject and text in the e-mail. An e-mail can be sent with Case Data from the Case Entry and Response Letters windows. An E-mail template can be defined in Document Maintenance that populates data in the Subject and Text of the e-mail using replacement fields. The e-mail can be saved for future reference. An e-mail can sent to the Sales Representative specified in the case. (Once the e-mail has been sent, the Notes button for the case will turn red.) Division Parameter(s) for E-mail Case Information Below are the Division Parameter(s) that should be reviewed prior to using the E-mail Case Information. Review the Email Address for Corporate Enter the E-mail address for corporate in the Division Parameters on the General tab in the E-mail field. Processing Steps for E-mailing Case Information 1. To e-mail case information, click E-Mail Case Info from the Shortcuts menu.
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IRMS User Guide The E-mail Case Information window is displayed. The email address for the Representative (if known) is automatically populated in the To: field. The To: and Cc: pick list display Sales Representatives and IRMS users. Finding E-mail Addresses
2. There are several ways to find e-mail addresses.
Select the E-mail addresses from the pick list for the To: and Cc: fields.
View the E-mail addresses from the Find E-mail Addresses window. Click the To: or Cc: button to display Find E-mail Addresses.
In the Find Addresses in field, select either “IRMS Users”, “Representatives”, “Case Contacts”, or “Global Address List”. The e-mail addresses for the selected group is displayed. Select the email addresses and click To-> or Cc-> to add the address to the email. To select multiple e-mail addresses, click CTRL and then select the E-mail Addresses. Note: If Representative E-mail Addresses are selected, the Representative Code, Representative Type, and Postal Code are also displayed.
Enter the <
> replacement field in the To: field to send an email to all the contacts for the case.
3. Select an e-mail template from the Template pick list. The Subject and Text fields are automatically populated. Data from the current case is substituted for the replacement fields in the Subject and Text fields. Make any necessary changes to the e-mail. (For additional information and a complete list of replacement fields, see the Replacement Field Codes chapter in the Field Codes Guide.) 4. If a template is not selected, then type the text in the Subject and Text fields. 164
Additional Case Entry Functionality Include Selected Reports
5. Select the checkbox preceding the Report Name to include the report in the email. The reports that can be included are the Case Snapshot and the CIOMS Report. Save Options from Case Entry and Response Letters
6. The Save Options are displayed at the bottom of the screen. Select the appropriate checkbox to save the e-mail. More than one checkbox can be selected. If an E-mail template is selected and the Case Log? checkbox is checked in Document Maintenance, then the Case Log checkbox is automatically checked and cannot be changed.
Case Notes If the Case Notes checkbox is selected, a copy of the e-mail is created in Case Notes as shown.
Case Log If the Case Log checkbox is selected, an entry is logged in the Case Log file for the email as shown.
Case Attachments If the Case Attachments checkbox is selected, a copy of the e-mail is attached to the case as shown.
7. To send the e-mail, click Send. The e-mail is sent, the Communications Log is updated, and the previous screen is displayed. To cancel the email, click Cancel. The previous screen is displayed and the e-mail is not sent.
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Updating a Completed Case There are two ways to change data in a completed case. The use of these methods is restricted by settings in Group Security.
Method 1 – Changing the case status to “open” and then updating the case. (See Re-opening a Case)
Method 2 – Having the status remain “completed” and then updating the case. (See Changing a Completed Case)
Re-opening A Case If your security settings allow it, you may reopen a case. To change the case status to “open” and then update the case: 1. Navigate to the case to be re-opened. 2. Click Shortcuts on the Case Entry menu bar. 3. Select Re-open Case from the Shortcuts menu. 4. If your System Parameters do not require a reason for re-opening case, an IRMS warning box will appear, as shown below.
5. Click
to confirm that you want to re-open the case and make your changes.
6. If your System Parameters require a reason for re-opening a case, the IRMS Re-Open Case box will be displayed, as shown below.
7. To re-open the case, enter a reason by either clicking on the pick list arrow and selecting a reason, . IRMS will re-open the case and return or entering the reason as free text, then click you to the Case Entry screen. To cancel re-opening the case, click . IRMS will return you to Case Entry without re-opening the case. 8. When the case is re-opened, the status will change to “open”, and the completed date will be deleted. Note: IRMS will allow you to do a follow-up letter without re-opening the case so that the Completion Date is not affected.
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Additional Case Entry Functionality
Changing a Completed Case If your security settings allow it, you may make changes in a completed case. This will allow you to make changes without changing the Completed Date. 1. Navigate to the case to be changed. 2. Make any necessary changes. 3. Depending upon your System Parameters, you may be required to provide a reason for changing this case. The IRMS Change Logging box will be displayed.
4. Type a reason and click
.
5. The Completed Date will remain the same and the Status will remain “completed.”
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E-mailing a Case Transfer 1. Navigate to the case to be e-mailed. 2. Select
from the Case Entry Shortcuts menu.
3. The Select a Destination screen will be displayed.
4. The case will be e-mailed to the destination that has been selected. If the destination is another IRMS site, the case will automatically be added to that IRMS system and will appear on the user’s Attention or My Inbox screen.
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Additional Case Entry Functionality
Copying the Current Case Copy the Current Case function allows a case to be duplicated and sent to other departments. (The Copy the Current Case function will automatically populate the checkboxes using the defaults defined on the Copy Case… tab in User Preferences. (See the Copy Case TabCopy Case Tab section on page 39 in User Preferences for additional information.) When a case is copied, a new Case Number is assigned to the case copy. 1.
To access the Copy Current Case function, access the Case Entry window, and then click the Copy the Current Case button on the toolbar or click Copy from the Shortcuts menu.
2.
The Copy Requests or Prepare Mail Merge Data window is displayed.
Select either the Current Case or a Range of Cases
3.
To copy cases, select either the Current Case or All Cases Selected button. The Current Case is automatically selected.
4.
The Items to Copy section allows the user to select what sections of the case should be copied. Defaults for this section are in the Copy Case… tab of the User Preferences. Please review the User Preferences section of the User’s Guide for an explanation. Select or deselect the checkboxes for the appropriate information.
5.
The Action section performs several functions. The Copy Cases is automatically selected. Select one of the actions. “Copy Cases” Creates a copy of the case and sends it to the Service Rep selected in Case Overrides. The case is assigned a new number. “Mail Merge” Creates a copy of the case????? “Copy/Follow Up” Creates a copy of the case and assigns a new number. The Case Overrides, Letter Options, and Follow Up Options sections are activated. 169
IRMS User Guide “Follow Up” Creates a copy of the case and assigns a new number. The Case Overrides, Letter Options, and Follow Up Options sections are activated. 6.
The Case Overrides section allows the user to reassign certain case data fields during the copy or follow-up.
7.
The Representative section has several options The options are: “None” – The representative information is copied as is “By Rep Code/Territory” – The copied case is updated based on the Rep Code “By Postal Code” – The copied case is assigned to the representative defined in the Representative Alignment table for that postal code.
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8.
The Letter Overrides section allows the user to reassign certain letter data fields during the copy or follow-up. Select the appropriate letter overrides from the pick list.
9.
The Follow Up Options apply to the Mail Merge, Copy/Follow Up, and Follow Up actions. Select the appropriate document for the action.
10.
button. Click Cancel to exit the window without copying To copy the case, click the the case. The user is returned to the Case Entry window.
Additional Case Entry Functionality
Deleting a Case If you find that a case has been entered in error, you may delete it. IRMS has a security setting that can restrict this privilege by the individual.
To Delete a Case: 1. Navigate to the case that you want to delete, by using the Case navigation bar in the Case Entry screen. 2. Click the
(Delete the Current Case) button on the Case Entry toolbar.
3. If your System Parameters do not require a reason for deleting a case, an IRMS warning box will appear, as shown below.
4. To delete the case, click cancel the delete, click
. IRMS will delete the case and return you to Case Entry. To . IRMS will return you to Case Entry without deleting the case
5. If your System Parameters require a reason for deleting a case, the IRMS Delete Case box will be displayed, as shown below.
6. To delete the case, enter a reason by either clicking on the pick list arrow and selecting a reason, or entering the reason as free text, then click . IRMS will delete the case and return you to Case Entry. To cancel the delete, click without deleting the case.
. IRMS will return you to Case Entry
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Case Audit Trail 1. In Case Entry, navigate to the appropriate case using the Case navigation bar at the bottom of the screen. 2. On the Shortcuts menu, click Case Audit Trail. 3. The Case Audit Trail report for the current case is displayed as shown below.
4. To print the report, click
on the toolbar.
5. To email the report in a PDF, rtf, or snapshot format, click
on the toolbar.
6. To save the report in an Excel spreadsheet, PDF, rtf, snapshot, or text file format, click on the toolbar.
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Case Log 1. In Case Entry, navigate to the appropriate case using the Case navigation bar at the bottom of the screen. 2. Click the
toolbar button or select Case Log from the Shortcuts menu.
3. The Case Log screen displays log records for the current case. 4. To add a new transaction to the Case Log, click End of Records button on the Navigation Bar. 5. Select the type of Transaction (this field is maintained in the Tables – General – Case Log Transaction table). 6. Enter the appropriate details in the Notes field. 7. IRMS will auto-populate the When, By User, and Call Center fields.
Transaction Types added to the Case Log
The table below contains a list of the transactions that are automatically added to the Case Log in Case Entry, Adverse Events, and Product Complaints. Type
Transaction Description
Type
Transaction Description
AE
Change AE
Letter
Complete Letter
AE
Close AE Version
Letter
Delete Letter
AE
New AE
Letter
Generate Letter
AE
New AE Version
Letter
New Letter
AE
Re-Open AE Version
Letter
New Quick Letter
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Transaction Description
Type
Transaction Description
Case
Change Case
Letter
Output Letter – E-Mail
Case
Delete Case
Letter
Output Letter – Final
Case
E-Mail
Letter
Re-Open Letter
Case
E-Mail Snapshot
PC
Close PC
Case
New Case
PC
New PC
Case
Re-Open Case
PC
Re-Close PC
Case
Transfer Case
PC
Re-Open PC
Additional Case Entry Functionality
Entering Client Defined Fields Overview IRMS allows each client to define up to ten additional data fields and a memo field not contained in IRMS. The Client Defined Fields are entered at the case level. (Note: There are also client fields that can be assigned at the document level with Document Merge Fields.)The Client Data Fields are defined in the Case Entry/Response Letters tab of the Division Parameters. Please refer to the Administration Guide if these fields are not setup. Enter Client Defined Data: 1. Navigate to the appropriate case from Case Entry. Click the button at the bottom right side of Case Entry or choose Client Data from the Shortcuts menu. The Client Defined Fields screen is displayed as shown below.
2. The Client Memo Field can be used in two ways to enter information.
Data can be entered using templates. To select a template, click on the Pick List arrow in the first field to display a list of templates. (The templates are defined in the Maintenance… option from the Documents drop down menu. These templates are setup as an E-mail document type. Please refer to the Document Maintenance section in the Document Management Guide.) The template selected is displayed in the Client Memo Field. The information enclosed in the << >> signs needs to be filled in. For example, will need to be filled in with today’s date. Move to the next template field and fill in that information. Continue until all the information is filled in. Other information in this field can be modified as needed. When you have finished, tab to the next field.
Data can be entered with free text. Click in the Client Memo Field and enter the data. Tab to the next Data Field to enter other Client Data.
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IRMS User Guide 3. It is at your discretion how you enter data into Client Data Field1 through Client Data Field 10. The fields can be either text fields, numeric fields, date fields, and/or yes/no fields. Enter data into any of the fields and close the Client Defined Fields screen to return to Case Entry. 4. When data is entered in the Client Data Fields, the letters.
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button will be displayed with red
Chapter 6
Response Letters
Copying the Current Response Letter 5. From the Response Letters screen, navigate to the appropriate response letter by using the Letters: navigation bar at the bottom of the screen. 6. Click the (Copy the Current Response Letter Record) toolbar button or select Copy from the Shortcuts menu. 7. A new letter will be started with all of the details copied. The number of letters for this case will increase by one.
Deleting the Current Response Letter 1. From the Response Letters screen, navigate to the appropriate response letter by using the Letters: navigation bar at the bottom of the screen. 2. Click the (Delete the Current Response Letter Record Document) toolbar button or select Delete from the Shortcuts menu. 3. If your System Parameters do not require a reason for deleting a Response Letter, the IRMS Delete Response Letter box will appear, as shown below.
4. Click and the current record letter will be deleted and the total number of letters for this case will be decreased by one. 5. If your System Parameters require a reason for deleting a Response Letter, the IRMS Delete Response Letter box will be displayed, as shown below.
6. To delete the letter, enter a reason by either clicking on the pick list arrow and select a reason, or entering the reason as free text, then click . IRMS will delete the letter and decrease the total number of letters for this case by one. IRMS will return you to the Response Letters screen. To cancel deleting the letter, click Letters screen without deleting the letter.
. IRMS will return you to the Response
Re-Opening a Completed Response Letter 1. From the Response Letters screen, navigate to the appropriate response letter by using the Letters: navigation bar at the bottom of the screen. 2. Click Shortcuts on the Response Letters menu bar. 3. Select Re-Open Letter from the Shortcuts menu. 4. If your System Parameters do not require a reason for re-opening a Response Letter, the IRMS Re-Open Response Letter box will appear, as shown below.
5. Click and the current record letter will be re-opened. The letter status will be changed to open and the Status Date will be cleared. 6. If your System Parameters require a reason for re-opening a Response Letter, the IRMS ReOpen Response Letter box will be displayed, as shown below.
7. To re-open the letter, enter a reason by either clicking on the pick list arrow and selecting a . IRMS will re-open the letter. The reason, or entering the reason as free text, then click letter status will be changed to open and the status date will be cleared. IRMS will return you to the Response Letters screen. To cancel re-opening the letter, click you to the Response Letters screen without re-opening the letter.
. IRMS will return
Changing a Response Letter that has been Edited There may be times that you will want to make changes to a letter (i.e. add an additional enclosure) that has been already been edited. Normally, IRMS will not allow you to make these changes without re-merging the letter. If the letter is re-merged then all edits that were made will be lost. A special field in System Parameters called Letter Control allows you to change the logic that IRMS follows during this situation. If the Letter Control field is set to “Strict”, then IRMS will not accept any changes to a letter that has already been merged or output. If the Letter Control field is set to “None” however, then IRMS will allow you to make changes to the Letters screen without altering the Merge date, Edit date, and/or any Output dates.
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Response Letters
Entering CCs for Response Letters Entering CCs from the Response Letter Copies Screen 1. To enter CCs for the letter, click the button on the Response Letters screen toolbar or choose CC Names from the Shortcuts menu. The Response Letter Copies (CC’s) screen will open as shown below. 2. You may select one or more people to receive a CC of the Response Letter. Enter the name as it should appear on the CC of the Response Letter or use the combo box arrow to choose from a list of all the contacts on this case. - or 3. Pick a sales rep, by using the combo box arrow to choose a Rep No. Any name entered in the Name field will be replaced by the representative name selected. 4. Select the Save field to store a copy of the Response Letter for the name specified in the RepCopy subfolder in the System folder. 5. Select the E-mail checkbox and enter an e-mail address in the E-Mail Address field to e-mail a copy of the Response Letter to this name. The e-mail is sent regardless of the output method of the original Response Letter. 6. Select the Blind field to exclude this name from printing in the CC section on the original Response Letter.
Note: IRMS will apply a watermark to all representative copies regardless if they are e-mailed or printed. If no watermark record is defined, the text “For Internal Use Only” will be applied. To suppress the watermark, create a Rep Copies watermark with text set to “none”.
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Entering CCs from the Case Entry Screen 1. From Case Entry, once a sales representative has been selected for this case, check the CC? field. CC? field ▼
2. This will automatically send this representative into the Response Letter Copies screen. Rep from ► Case Entry
3. A Division Parameter can be set to allow the default for all rep cc’s to either be set to e-mail or to printed copies. 4. The Address field is an e-mail address only field. If you enter an e-mail address and check the E-Mail box, a copy of the response letter will get e-mailed to that address, regardless of the output method of the original response letter. 5. Check the Blind field, if you want the name to not print on the original.
Case Log 1. From the Response Letters screen, navigate to the appropriate letter using the Letter navigation bar at the bottom of the screen. 2. Select Case Log from the Shortcuts menu. The Case Log screen will be displayed, in which major case changes with date and user are noted.
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Response Letters
Additional Functionality of IRMS Main Menu – Print Letters We have discussed the process of printing, faxing, and e-mailing batches of response letters in Step 7 – Processing the Written Response. Once you have selected the letters to process you can also get a response summary report of all the cases selected, a case snapshot of each case selected, and mailing labels for all the cases selected Printing a Response Summary Report and/or Case Snapshots 1. Enter the Print Response Letters, Faxes, and E-mails Selection screen, by clicking the button on the IRMS Main Menu or selecting Print Responses… from the Case drop down menu.
2. Enter Case Criteria and/or Letter Criteria to increase or limit your search for a group of letters. 3. Click one of the Find buttons. The records matching the search criteria will be displayed in the lower half of the screen. 4. The
button finds responses that need to be printed.
The
button finds responses that need to be faxed.
The
button finds responses that need to be e-mailed.
5. Click the printer.
button on the toolbar. A Response Summary Report will print to your default
6. To print case snapshots for the selected group, click the series of Case Snapshot Reports will print to your default printer.
button on the toolbar. A
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Printing Labels Labels can be printed on a sheet of labels or to a Dymo Label Printer for selected groups of letters. NOTE: The Label check box on the Response Letters screen or the Quick Letter screen must have been selected and a count entered.
1. To print labels for the selected group, click the Labels ( ) toolbar button from the Response Letters screen. A sheet of default labels will print to your printer. - or -
Skips this many labels
Prints this many labels for each name
\
Set up in the Other tab of Division Parameters under the “Default Label” item.
Printing Envelopes 2. From the Print Response Letters, Faxes, and E-mails – Selection screen, your group should already be selected. button on the toolbar. A #10 envelope will print to your default printer. 3. Click the This option may not work correctly with your printer. A more flexible version of envelope printing is planned for a later version of IRMS. NOTE: The Envelope check box on the Response Letters screen must have been checked.
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Chapter 7
Other Functionality
On-Call Staff Calendar (Main Resource Calendar) Overview The On-Call Staff Calendar was reworked in version 5.7.0 to look and function like a calendar. When this option is selected, the Main Resource Calendar displays Staffing and QA shifts in a weekly format. The Monthly format, the On-Call Staff Calendar allows Resources (Service Rep) to be assigned or removed from a shift. A Monthly Shift Resource report can be generated. Reason to Run the On-Call Staff Calendar (Main Resource Calendar):
The On Call Staff Calendar is executed to review and change the staffing shifts. The Main Resource Calendar displays the Resources in a weekly view. The Detail Month View displays the Resources, Proxies, and Backups assigned to a shift.
Prerequisites (Cautions) Prior to Executing the On-Call Staff Calendar:
The QA and Staffing shifts must be setup in Shift Maintenance prior to using the option. For more information, see the On-Call Staff Calendar section in the IRMS Admin Guide.
The Backups and Proxies assigned by the Resources should be setup in the old On-Call Staff Calendar which can be accessed from the Main Resource Calendar or the On-Call Monthly Staff Calendar.
IRMS User Guide
Main Resource Calendar Processing Steps for the On-Call Staff Calendar: 1. Access this option, from the Tools menu, click On-Call Staff Calendar. The Main Resource Calendar is displayed as shown.
2. The Main Resource Calendar displays the shifts and resources for the current week. The Division is populated from the User Information and cannot be changed unless the user is a Non-divisional user. To see a complete list of the resources for a specific shift, hover over a day and shift. All the resources assigned to the shift are displayed as shown below.
In the example above, the cursor is in the calendar for the Early Shift on Tuesday. After hovering over the box, another window is displayed showing June and Mike on that shift. Another method to view all the resources for a day is to double-click on the day. A window is displayed as shown below.
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This is the same example as above. Click Close to exit the window. 3. To display all the resources for a shift, double-click the Shift to view. Below is a Resource list for a Shift.
4. The following options are available from the Main Resource Calendar screen. The options are explained below.
Basic Month View ( ) Displays a Month View for a selected Shift.
Detail Month View ( ) Displays a Month View for all the Shifts and allows changes to the Resources
Maintain Resources ( ) Displays the old On-Call Staff Calendar shifts and resources. Notify and Referral Shifts can be setup here. These shifts are not displayed in the Main Resource Calendar.
Calendar Control ( ) Displays a calendar and allows a date to be selected. The week is displayed for the date selected.
Close ( ) Closes the program and displays the IRMS Main menu.
Basic Month View The Basic Month View ( )displays the Resources for a shift. To display this view, point to the Shift Name column and then click a Shift, then click Basic Month View. The window is displayed as shown below.
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The example above shows CAN, June and Mike scheduled to work the Month of September. The Shift, Days and Hours staffed is displayed in the upper right corner. The calendar month can be changed by clicking the Calendar Control button or one of the arrows on either side of the Staff Calendar title. Resources can be maintained by clicking the Maintain Resources button. (See Maintaining Resources later in this chapter.) Below is a display of the actions available on this screen.
To Exit the screen, click Close or click X. The Main Resource Calendar is displayed.
Detail Month View The Detail Month View ( )displays and maintains the Shift Resources. To display this view, click Detail Month View. The window is displayed as shown below.
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In the example above, multiple shifts are displayed. To see the resources assigned to all the shifts on a specific day, hover on the day. Another window is displayed with a complete list of shifts and resources assigned for that day as shown below.
The Division is populated from the User Preferences and cannot be changed. The Shift Type, Shift, Staff Type, and Resource can be selected to limit the information displayed in the Calendar. The calendar month can be changed by clicking the Calendar Control button or one of the arrows on either side of the Staff Calendar title. Resources can be maintained from this screen. Resources can be added or deleted from a shift. All Resources should be maintained on this screen. 187
IRMS User Guide A Backup and a Proxy for a Resource is setup by clicking the Maintain Resources button. This button should only be used for setting up a Backup or Proxy. Any other addition or deletions of Resources should be done from this screen, not the Maintain Resources option. (See Maintaining Resources later in this chapter.) A Monthly Resource Report can be printed clicking the Report button. Below is a display of the actions available from this screen.
Maintain Resources using the Month Detail View
Add or Delete Resources from a Shift 1. To add or delete resources select a Shift Type (“Staffing” or “QA”) and Shift from the pick list for the fields. The calendar will change and display the Resources for the Shift Type and Shift selected. 2. Select a Staff Type (“Assigned”, “Backup”, or “Proxy”) from the pick list for the field. The calendar will change and display the resources for the Staff Type selected. 3. Select a Resource from the pick list to Add or Delete from the shift. Only Resources with a Staff Type “Assigned” can be updated from this view. 4. Select the date range to be changed. To select individual days, hold down the Ctrl key and click each day. To select a date range, hold down the Shift key and click the start date and then click the end date. When the dates are selected, the color will change from blue to gray as shown below.
5. The prerequisites steps are complete. To add or delete the resource, click the Add or Delete button. The updated screen is displayed with the changes.
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Clear Preferences To clear the selections in the calendar, click the Clear button.
Refresh the Calendar ( ) To refresh the calendar after changes are made using Maintain Resources, click the Refresh icon.
Other Functionality
Monthly Shift Resource Report 1. To print the Monthly Shift Resource Report, select the report criteria from the Shift Type, Shift, Staff Type, and Resource. If a field is blank, all the values will be included. 2. The data for the current month is selected. The calendar month can be changed by clicking the Calendar Control button or one of the arrows on either side of the Staff Calendar title. 3. Once the criteria are selected, click Report. The report is displayed on the screen as shown below.
4. After completing the report options, click Close to return to the Detail Monthly View screen.
Monthly Shift Resource Report Toolbar The report can be printed, emailed, or saved in a different format. The Toolbar options are explained below.
Print the Monthly Shift Resource Report. Display a single page of the report. Display multiple pages of the report. Click the button and then click the number of pages to display on the screen. Change the size of the report displayed on the screen. Click the pick list and select a percentage of the page to display on the screen. Email the Report to another user as a PDF, Rich Text (RTF), or Snapshot (SNP).
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IRMS User Guide Save the report in a different format. Click the pick list and select Excel, PDF, Rich Text (RTF), Snapshot (SNP), or Text (TXT) format. Close the report and return to the Monthly Detail View.
Maintain Resources (Backup and Proxy):
The old Maintain Resource screen for the On-Call Staff Calendar should only be used to setup a Backup and Proxy for a Resource. Adding or removing a Resource from a shift should be done on the Detail Monthly View screen for the On-Call Staff Calendar. 1. Access the On-Call Staff Calendar to setup a Proxy or Backup, click the Maintain Resources
button from the Detail Monthly View screen.
2. The Division will populate from the User Information and cannot be changed. The From Date will default to the current date. On-Call Staff Calendar Screen Shot
3. Enter a Shift Type by clicking the pick list arrow and selecting a Shift Type. Backup and Proxy information can only be entered for Staffing and QA shifts. 4. Enter Shift by clicking the pick list arrow and selecting a shift. The “Resources Datasheet with Backups and Proxies” view in the On-Call Staff Calendar is displayed. The screen is shown below.
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5. Staffing Days and Times are populated and cannot be changed. The Resources assigned to the shift are displayed along with the Backup and Proxy information. Assigning Backup and Proxy Resources The individual can assign Backup and Proxy resources when the resource is unavailable. A Proxy is a Resource assigned to take the individual’s cases during a specific time. The Proxy will automatically receive the cases during the specified date and time. A Backup is a Resource assigned to assist when the individual is too busy.
To enter a Proxy or Backup, highlight your resource information by clicking in the first column of the Resource. The information for the Resource is highlighted. You can only enter Backup and Proxy information for yourself.
Type - Click in the Type column and then click the pick list arrow and select either Backup or Proxy.
Start Date – Enter the date when this Resource will start to receive cases
End Date – Enter the date when this Resource will stop receiving cases.
Start Time – Enter the time when this Resource will start receiving cases. The time is in the following format: hh:mm am/pm.
End Time – Enter the time when this Resource will stop receiving cases. The time is in the following format: hh:mm am/pm.
Resource – Enter the Resource by clicking on the pick list arrow and select a Resource (Service Rep) to receive cases.
Notes – Enter any additional comments or information.
Set Up On-Call Unavailability Setting up On-Call Unavailability information warns other Resources (Service Reps) when they attempt to assign Backup and Proxy times to you when you are not available. (On-Call Unavailability) button to enter a Proxy or Backup. The On-Call 1. Click the Unavailability pop up window is displayed as shown below.
The Select a Resource information is already pre-populated with the Resource (Service Rep), is grayed out and cannot be changed.
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Unavailable From and to – Click on the
(Calendar Control) button to display a
calendar and select a range of dates the Resource is unavailable. Click populate the dates.
to
Between the Hours of – Enter the starting time the Resource is unavailable in the following format: hh:mm am/pm.
Between the Hours … and – Enter the ending time the Resource is unavailable in the following format: hh:mm am/pm.
Notes – Enter any additional comments or information.
2. Return to the On-Call Staff Calendar screen by clicking the
(Close) button.
Display Resource Unavailability The Resource has the ability to view and print the Resource Unavailability Report. button. The 1. Display the Resource Unavailability Report by clicking the Date Range Criteria pop up window is displayed prompting for the Date Range as shown below.
Enter the Start Date and End Date by clicking the date. Click OK to display the report.
(Calendar Control) button and selecting a
2. The Unavailability Report can be printed, sent as an email, or saved as a file. The report is shown below.
3. To exit the report, click the screen.
(Close) button to return to the On-Call Staff Calendar
4. To exit the On-Call Staff Calendar, click X to return to the Detail Monthly View screen.
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From the Detail Monthly View screen, click X to return to the Main Resource Calendar view.
Other Functionality
Displaying All New and Existing Cases Overview There are two different options available to display Case information. Those options are the Attention and My Inbox screen. The screen to be displayed is defined in the Division Parameters of the System drop down menu. (See Division Parameters… section of this Administration Guide) You have the option to display the Attention screen or My Inbox screen when starting up IRMS. There are also parameters to define how often the screen should be refreshed. Both of these options are defined in the User Preferences of the Tools drop down menu in the Users Guide.
Attention screen Other IRMS users have the ability to send cases to your User ID (see the Sending a Case to another Department/User section and Referring a Case to another User section). To check to see what cases have been transferred to your User ID, the Attention screen must be accessed. A list of these cases appears on this screen. To access the Attention screen, select “Attention” Screen from the Tools menu. An “A” following the case number indicates that a copy of the case was sent to you. If no “A” is following the case number, then the case was re-assigned to you.
Your User Preferences can be set to open the Attention screen at the startup of IRMS. This is done through the Case Entry…tab of the User Preferences screen. The Open Attention screen at Startup box in the Action Defaults: section needs to be checked.
If this box is selected in your User Preferences, your IRMS Main Menu at start up will include the Attention screen. To add a red flag to a case in the “Attention” screen:
1. Prior to referring a case or transferring a case to a different user, select “High” or “Immediate” from the Priority pick list in Case Entry. Then send the case to the other user. 2. The case will appear in the Attention screen with the Case # field and the Priority field colored red. This will indicate to the user that this is a high priority case and should be taken care of immediately. To eliminate a case from the Attention screen:
1. Double click on the arrow to the left of the appropriate case. 2. IRMS will send you to Case Entry with the selected case as the active case.
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IRMS User Guide 3. IRMS will instantly remove the case from the Attention screen. 4. Additionally, if you have processed the case through Case Entry all the way to completion, then IRMS will automatically delete the case off of your Attention screen.
My Inbox Window The My Inbox window is a different method of displaying case and follow up data. My Inbox displays several folders. The folders include Cases, AE, QA, Follow Up, Group cases, Workflow, and Workflow Tasks. There is a toolbar used with My Inbox as shown.
Case Folder The Case folder displays all cases with a status other than completed that are referred to you, imported, or created by you. The cases appearing for the first time on the My Inbox screen are displayed in bold until you click the case or activity occurs for that case in Case Entry. Cases marked with a High Priority are highlighted in red. Next to the Case label, the new and total number of cases are displayed in parenthesis. To select the Case folder, click the
option on the left-hand side of the window.
To select a case within the Case folder, point to the Case and double-click. A Toolbar is displayed at the top of the screen when the Case option is selected. After selecting a case from the My Inbox window, select the appropriate Toolbar button. The Toolbar buttons are explained below.
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Case Entry – Click the button to view or edit a case in Case Entry. The case will appear not bolded in the My Inbox screen.
Mark as Read – Click the button to mark a case as read without viewing it in Case Entry. The case will appear not bolded in the My Inbox screen.
Mark as Unread – Click the will appear bolded on the My Inbox screen.
Close – Click the
button to mark a case as unread. The case
button to close the My Inbox.
Other Functionality
AE Folder The AE folder displays the Adverse Event cases with Regulatory Reports that are due soon. When the reports are due is determined by the “AE_INBOXDAYS” parameter specified in User Preferences. The user is notified that many days in advance. The AE cases appearing for the first time in My Inbox are displayed in bold until the case is selected by the user. Next to the AE label, the new and total number of cases are displayed in parenthesis. To select the AE folder, click AE on the left panel in the window. To select an adverse event case within the AE folder, point to the AE Report Number and doubleclick. AE Folder Toolbar
After selecting a folder in My Inbox, the following toolbar buttons are available. The Toolbar buttons are explained below.
Case Entry – Click the button to view or edit a case in Case Entry. The case will appear not bolded in the My Inbox screen.
Mark as Read – Click the button to mark a case as read without viewing it in Case Entry. The case will appear not bolded in the My Inbox screen.
Mark as Unread – Click the will appear bolded on the My Inbox screen.
Close – Click the
button to mark a case as unread. The case
button to close the My Inbox.
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Quality Assurance (QA) Folder The Quality Assurance (QA) folder displays all QA cases that are assigned to you and have not been completed. The QA folder will only be populated if the QA module is used. New QA cases are displayed in bold until you click on the case. Next to the QA label, the new and total number of QA cases are displayed in parenthesis. To select the QA folder, click on the
option on the left-hand side of the window.
To select a case within the QA folder, point to the Case and double-click. A Toolbar is displayed at the top of the screen when the QA option is selected. After selecting a case from the My Inbox window, select the appropriate Toolbar button. The Toolbar buttons are explained below.
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View Case – Click the
button to view a case in Case Entry.
Edit QA – Click the
Mark as Read – Click the button to mark a case as read without viewing it in Case Entry. The case will appear not bolded in the My Inbox screen.
Mark as Unread – Click the will appear bolded on the My Inbox screen.
Close – Click the
button to edit a QA case.
button to mark a case as unread. The case
button to close the My Inbox.
Other Functionality
Follow-Up Folder The Follow-Up folder displays a list of cases where Follow-Ups have been set and are now due. You can click on the case and edit it in Case Entry. All cases will continue to be displayed in this folder until the correspondence causing the follow-up has been marked completed. This functionality works the same as the existing “Attention” screen. Next to the Follow-up label, the new and total number of Follow-up reminders are displayed in parenthesis. To select the Follow Up folder, click on the
option on the left-hand side of the window.
To select a case within the Follow-Up folder, point to the Case and double-click. A Toolbar is displayed at the top of the screen when the Follow-Up option is selected. After selecting a case from the My Inbox window, select the appropriate Toolbar button. The Toolbar buttons are explained below.
Case Entry – Click the
button to view a case in Case Entry.
Correspondence – Click the Correspondence screen.
Mark as Read – Click the button to mark a case as read without viewing it in Case Entry. The case will appear not bolded in the My Inbox screen.
Mark as Unread – Click the will appear bolded on the My Inbox screen.
Close – Click the
button to display the Case Entry and Case
button to mark a case as unread. The case
button to close the My Inbox.
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Group Cases Folder The Group Cases folder displays all Cases for the Therapeutic Group you are in. The cases in this folder are not assigned to a specific individual. Next to the Follow-up label, the new and total number of Group Cases are displayed in parenthesis. To select the Group Cases folder, click on the
option on the left-hand side of the window.
To select a case within the Group Cases folder, point to the Case and double-click. A Toolbar is displayed at the top of the screen when the Group Cases option is selected. After selecting a case from the My Inbox window, select the appropriate Toolbar button. The Toolbar buttons are explained below.
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View Case – Click the button to view a case in Case Entry. Viewing the case does not assign it to you and the case will remain in the Group Cases folder.
Take Ownership – Click the button to display the case in Case Entry. Taking Ownership of a case assigns the case to you and removes it from the Group Cases screen.
Mark as Read – Click the button to mark a case as read without viewing it in Case Entry. The case will appear not bolded in the My Inbox screen.
Mark as Unread – Click the will appear bolded on the My Inbox screen.
Close – Click the
button to mark a case as unread. The case
button to close the My Inbox.
Other Functionality
Workflow Folder The Workflow folder displays the Workflow Processes owned by this user. All open and active workflow processes are displayed. If there is a task that is overdue in the workflow process, the workflow is displayed with a red font. Next to the Workflow label, the number of open workflows is displayed in parenthesis. To select the Workflow folder, click the Workflow option on the left panel of the window. To select a workflow, point to the Workflow and double-click. Workflow Folder Toolbar
A Toolbar is displayed for the Workflow folder. After selecting a workflow from the My Inbox window, select the appropriate Toolbar button. The Toolbar buttons are explained below.
Mark as Read – Click the button to mark a case as read without viewing it in Case Entry. The case will appear not bolded in the My Inbox screen.
Mark as Unread – Click the will appear bolded on the My Inbox screen.
Close – Click the
button to mark a case as unread. The case
button to close the My Inbox.
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Workflow Tasks Folder The Workflow Tasks folder displays the Workflow Tasks assigned to this user. All open tasks are displayed. Next to the Workflow Tasks label, the number of workflow tasks is displayed in parenthesis. To select the Workflow Tasks folder, click the Workflow Tasks option on the left panel of the window. To select a workflow, point to the Workflow Tasks and double-click. Workflow Tasks Folder Toolbar
A Toolbar is displayed for the Workflow Tasks folder. After selecting a workflow from the My Inbox window, select the appropriate Toolbar button. The Toolbar buttons are explained below.
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Mark as Read – Click the button to mark a case as read without viewing it in Case Entry. The case will appear not bolded in the My Inbox screen.
Mark as Unread – Click the will appear bolded on the My Inbox screen.
Close – Click the
button to mark a case as unread. The case
button to close the My Inbox.
Other Functionality
E-mailing Corporate Overview An e-mail can be sent to the corporate office from many screens throughout IRMS. An E-mail template is defined in Document Maintenance that populates data in the Subject and Text of the e-mail using the replacement fields. If sending an e-mail from Case Entry or Response Letters, the e-mail can be saved for future reference. The E-mail address for corporate is defined in the Division Parameters on the General tab in the Email field. Processing Steps for E-mailing to Corporate 1. To E-mail Corporate, click E-Mail Corporate from the Tools menu.
The E-mail Corporate screen is displayed with the To: e-mail address already populated from the Division Parameters.
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IRMS User Guide Finding E-mail Addresses
2. There are several ways to find email addresses.
E-mail addresses can be selected from the pick list for the To: and Cc: fields.
E-mail addresses can be viewed from Find E-mail Addresses. The Find E-mail Addresses screen is displayed by clicking the To: or Cc: button. A list of IRMS Users, Representatives, Case Contacts, or Global Address List can be selected from a pick list to display the email addresses for the option selected as shown. .
The four options are: “IRMS Users” – Displays the IRMS users defined in Add/Edit Users for the selected Division. “Representatives” – Displays the Representatives defined in Representative Maintenance for the selected Division. “Case Contacts” – Displays the case contacts from the current case in Case Entry. “Global Address List” – Displays the e-mail addresses defined in the Global Address List or the folder defined in “OutlookAdddressFolder” in System Parameters. Select one or several e-mail addresses by holding down the Ctrl key and selecting additional addresses. Click either To: or CC: to populate the addresses. Once all the addresses are
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selected, click OK to return to the E-mail screen. To exit the screen without selecting any addresses, click Cancel. Note: If Representative E-mail Addresses are selected, the Representative Code, Representative Type, and Postal Code are also displayed.
To email all the contacts for this case, enter <> in the To: field. (Note: In version 5.5.7 and later, inactive users are no longer displayed in these pick lists).
3. Select a Template from the pick list. The Subject and Text field are automatically populated. If e-mailing from Case Entry or Response Letters, data from the current case is substituted for the replacement fields in the Subject and Text fields. Make any necessary changes to the e-mail. (For additional information and a complete list of replacement fields, see the Replacement Field Codes chapter in the Field Codes Guide.) Save Options from Case Entry and Response Letters
4. If e-mailing from Case Entry or Response Letters, the Save Options are displayed. Select the appropriate checkbox to save the e-mail. More than one checkbox can be selected. If an E-mail template is selected and the Case Log? checkbox is checked in Document Maintenance, then the Case Log checkbox is automatically checked and cannot be changed.
Case Notes If the Case Notes checkbox is selected, a copy of the e-mail is created in Case Notes as shown.
Case Log If the Case Log checkbox is selected, an entry is logged in the Case Log file for the email as shown.
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Case Attachments If the Case Attachments checkbox is selected, a copy of the e-mail is attached to the case as shown.
5. To send the e-mail, click Send. The e-mail is sent, the Communications Log is updated, and the previous screen is displayed. To cancel the email, click Cancel. The previous screen is displayed and the e-mail is not sent.
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Other Functionality
Print Representative Memos Overview The Rep Memo printout is a report to representatives regarding activity on their accounts. In addition to the report (memo format), you have the option of giving the reps a copy of all the response letters generated. The report and letters can be printed or e-mailed. Once the e-mail process is run, IRMS automatically marks the records used so that they are not reported on again. If you print the memos and copies, you will have to manually click a button to mark the records (once you are sure that they were printed correctly). NOTES:
The format of the e-mails will be determined by the E-mail Attachment Format field in the E-mail/Fax tab of the Division Parameters screen.
If you specify Native (as Is), the report will be sent as an RTF (rich text format) file and the letter copies will be sent as Word documents.
If the E-mail Attachment Format field is set to Unsecured PDF, both the report and letter copies will be in Adobe PDF format.
If the E-mail Attachment Format field is set to Secured PDF, both the report and letter copies will be in Secured Adobe PDF format preventing text selection and modification.
Selecting Data for Rep Notification The Create Selection… tab of the Rep Notification Processing screen is a query form in which you provide the parameters for the search and IRMS will find the matching records. To access the Rep Notification Processing screen, select
from the Case drop down menu.
To select criteria for the search for cases to notify the reps: 1. The Create Selection… tab should be enabled when you enter the Rep Notification Processing screen. Select any Case Criteria to be included in the search for cases to notify the Representative(s). 2. Select any Response Criteria you would like to be included in the search for cases to notify the Representative(s). 3. Check the box(es) of the Response Type(s) to be included in the search for cases to notify the Representative(s). 4. Only enter a date in the Repeats box if you want IRMS to re-select records that have already been reported on. 5. To get tips and examples of using comparison operators in selecting records, click the action toolbar button. 6. To clear the criteria items, click the
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IRMS User Guide 7. To execute the query to find the matching records, click the
action toolbar button.
8. If any matches were found, the Review Selection…tab will be displayed with a list of all the matching records.
9. To sort the records in ascending order, click on any column and select the action toolbar button. 10. To sort the records by the way that they will be processed, click the toolbar button. 11. To process the selection, click on the Process Selection… tab.
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Other Functionality
12. Select one or more of the Recipient Type(s). 13. To print the memos, verify that the “Print Memos” Output Method is selected, and click the button or click the action toolbar button. A Rep Memo print preview screen will be displayed. You can choose to print, e-mail in RTF format, e-mail in PDF format, export to a MS Excel file, or export to a text file. NOTES: If the P.I. Info is set to Hidden, then the only personal information that will print is the Contact Class, Contact Specialty, and "Withheld by Request". If a watermark is defined for “Rep Copies”, the watermark will print on the Rep Memo. 14. To e-mail the memos, verify that the “E-mail Memos” Output Method is selected and click the
button or click the
action toolbar button.
15. To print the copies of letters, verify that the “Print Copies of Letters” Output Method is selected and click the button or click the action toolbar button. The Representative Copy Print screen will be displayed. Select the printer and click the button.
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IRMS User Guide 16. To e-mail the memos and copies of the letters, verify that the “E-mail Memos and Copies of Letters” Output Method is selected and click the or click the
button
action toolbar button.
17. To mark all of the records that were selected so that they are not selected next time, click on the button. The date will appear on the Response Letters screen in the Rep field. NOTE: You may print or e-mail the memos/copies from the Review Selection… screen, by action toolbar button. The memos/copies will be printed or e-mailed clicking the based on the settings from the Process Selection… tab. 18. To set user’s defaults for the rep memos, select the appropriate Output Method and Recipient Type(s) and click the button. (If the user’s defaults do not get changed, then the standard default is the Print Memos output method.)
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Chapter 8
Finding Information
Finding Cases using Case Query IRMS allows you to find previously entered cases through the use of a powerful Case Query program. The Case Query screen prompts for search criteria and IRMS does the rest. For a comprehensive explanation of how to use Case Query, see the appropriate chapters in the Query and Reporting Guide.
IRMS User Guide
Additional Methods to Find Cases Finding All of your Open Cases 1. From the Case Entry screen, click on the
(Find all your open cases) toolbar button.
2. If you are in Form view the number of records on the Case navigation bar at the bottom of the screen will represent the number of cases that have an “open” status. 3. If you are in Datasheet view, only the cases with an “open” status will be listed on the spreadsheet.
Finding “My Inbox” The My Inbox screen displays four folders with Cases, Follow Ups, Quality Assurance cases, and Group cases. Below is a screen shot of the My Inbox screen. For an explanation of the My Inbox functionality, please see the My Inbox section of the User’s Guide.
To access the My Inbox screen, select “My Inbox” Screen from the Tools menu.
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Finding the “Attention” screen Other IRMS users have the ability to send cases to your User ID (see the Sending a Case to another Department/User section and the Referring a Case to another User section). To check to see what cases have been transferred to your User ID, the Attention screen must be accessed. A list of these cases appears on this screen. To access the Attention screen, select “Attention” Screen from the Tools menu.
An “A” following the case number indicates that a copy of the case was sent to you. If no “A” is following the case number, then the case was re-assigned to you. Your User Preferences can be set to open the Attention screen at the startup of IRMS. This is done through the Case Entry…tab of the User Preferences screen. The Open Attention screen at Startup box in the Action Defaults: section needs to be checked. If this box is checked in your User Preferences, your IRMS Main Menu at start up may look like the following screen print.
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Finding Specific Data Records IRMS has several ways for the user to find specific data records. You can move around in Form View or Datasheet view, you can use “Find in Field”, or you can select records using one of the many Query-By-Form screens. Using Form View or Datasheet View Form View is a style of displaying one record at a time, usually in a “fill-in-the-blank” format. You can still access all of the other records through the Record Navigation Bars at the bottom of the appropriate screen. Datasheet View is a style of displaying multiple records in a spreadsheet format. This view can be used to print selected fields and records and/or copy and paste into other applications such as Excel, etc. Switching between Form View and Datasheet View 1. If you are in form view, you can switch to datasheet view by clicking the Form drop down menu, or by clicking the
button on the toolbar.
2. If you are in datasheet view, you can switch to form view by clicking Form drop down menu, or by clicking the
from
from the
button on the toolbar.
Finding a Record Using “Find and Replace” IRMS is very powerful database management software and allows specific records to be found on any screen. 1. Put the cursor into the appropriate field. 2. Hold down the CTRL key and press the F key. - or 3. Choose Find from the Edit drop down menu. 4. Find and Replace will bring up a screen specific to the current field. While in the Phone field of Case Entry, for example, the following screen will appear. If the Find tab is in the forefront, the screen will be as follows:
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If the Replace tab is in the forefront, the screen will be as follows:
5. The Search Fields as Formatted checkbox will be checked. The Match Case check box should be left unchecked. 6. You may specify one of the three options available under the Match combo box. The options are as follows:
Any Part of Field – Searches for the Find What value anywhere in that field.
Whole Field – Searches for the Find What value (exactly) in that field.
Start of Field – Searches for the Find What value at the beginning of that field.
7. After all the parameters have been entered, click the button. If a record is found matching the parameters specified and you would like that record to become the current record click the
button.
8. If the first record found is not the desired record, rest of the records that meet the designated parameters.
can be used to step through the
Tip: The Find and Replace box can be dragged around or off the main screen to allow a better view of the record displayed.
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Searching Case Log Information Overview IRMS allows you to query the Case Log information. Case Log information can be queried by Case Number, User ID, Log Transaction Type, Transaction Dates, and Notes. The Case Log information can also be exported to Excel. Note about Searching Case Log Information Case Log data can also be searched for in Case Query. Case Query has a Case Log tab where criteria can be entered. Other case data can be queried at the same time. See the Basic Case Query Features chapter in the IRMS Query and Reporting Guide for more information.
Case Log Search screen shot
Case Log Search 1. To access this option, on the Tools menu, click Search Case Logs. The Case Log Search screen is displayed. 2. The Division is populated from the User ID and cannot be changed. 3. Enter the fields necessary to expand or limit the search. If no information is entered, all the Case Log records are displayed.
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Case Number (Full) Enter the Full Case Number. This is the number assigned to the case when the case is created. User ID Enter the User ID or click the pick list arrow to select a user. Transaction Date Enter the Transaction Date or click Calendar Control and choose a range of dates.
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Transaction Type Enter the Transaction Type or click the pick list arrow and choose a type. The Transaction Type is defined in the Case Log Transactions in Table Maintenance. For more information, see the General Table Maintenance section in the IRMS Administration Guide. Notes Enter a word or phrase to search for in the Notes field.
4. After the criteria is entered, click displayed.
on the toolbar. The records meeting the criteria are
5. The records selected can be exported to an Excel spreadsheet by clicking the toolbar. 6. To start a new search, click
on
on the toolbar.
Case Log Search Toolbar
Button
Explanation and Comments Reset Criteria clears the fields for a new search Find displays the records that meet the search criteria Export to Excel sends the records that meet the search criteria to an Excel spreadsheet The Toolbar Options allows buttons to be added or removed from the toolbar..
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IRMS User Guide
Searching Communications Log Information Overview IRMS allows you to query the Communications Log information. Communications Log information can be queried by Case Number and Sent Date. Note: If the Division Parameter “SaveCaseSnapshotAsAttachment” is set to “Yes”, the Case Snapshot is saved and viewed in the Attachments section. Communications Log Search Screen
Communications Log Search 1. To access this option, on the Tools menu, click Communications Log. The Communications Log screen is displayed. 2. The Division is populated from the User ID and cannot be changed. Only the Communication Logs for the Division are displayed. 3. Enter the fields necessary to expand or limit the search. If no information is entered, all the Communication Log records are displayed.
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Case Number (Full) Enter the Full Case Number. This is the number assigned to the case when the case is created.
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Sent Date Enter the Sent Date or click Calendar Control and choose a dates. The Sent Date defaults to today’s date.
4. After the criteria is entered, click Find. The records meeting the criteria are displayed. 5. If there are multiple records, navigate to the appropriate record. 6. To view attachments, select the attachment and then click the View button. The attachment is displayed. Note: If the contact information is encrypted, the View button is grayed out and an attachment cannot be viewed. 7. To exit from the window, click the Close toolbar button.
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Finding Contact and Account Information Finding Duplicate or Repeat Callers Duplicate Contact information can be found based on the last name through a special version of the Case Query screen, shown at the bottom of this section. To find duplicate contacts: 1. Navigate to the contact that may have duplicate information. button on the Case Entry toolbar. The Case/Contact section of the Case 2. Click the Query screen will appear. 3. The data from the Contact screen will populate the corresponding fields in the Case Query screen. Enter or change any selection criteria in the fields to refine your search. 4. Click the button on the Case Query toolbar. If you find any matching cases, you can proceed in one of three ways.
Option 1 - Update the Current Case with the Contact Information Found:
Click the record selector box to the left of the record you wish to select.
Click the
Option 2 - Abandon the Current Case and Update One of the Cases Found:
Click the record selector box to the left of the record you wish to select.
Click the
button.
Option 3 - Return to the Current Case Without Using Found Information:
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button on the toolbar.
Close the Case Query screen by clicking the button in the upper right hand corner. the
(close) button on the toolbar or click
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Searching for Accounts If you have a relatively stable set of callers, you may use the Account Search screen. By selecting a pre-defined account, you will not have to enter their contact information. (The Account Search screen is maintained through the Account Maintenance screen, which is accessed through the Account… item under the Tables drop down menu. Please see the Administration Guide.) To Search for Account Information: 1. Click the menu.
button on the Case Entry toolbar or select Search Accounts from the Tools
2. The Account Search screen is displayed, as shown below.
3. Select the appropriate account by clicking the record selector box to the left of the record you wish to select. (Skip to Step 6)
- or 4. Enter selection criteria to refine your search and click the 2 – Find Account button on the toolbar. To clear the criteria, click the 1 – Clear Criteria toolbar button and then enter your selection criteria. 5. Select the appropriate account by clicking the record selector box to the left of the record you wish to select. 6. To use the name and address of the Account in the Contact section of the Case Entry screen:
To use in an existing case, click 6 - Use In Current Case toolbar button.
To use in a new case, click 7 - Create Case toolbar button.
Control is returned to Case Entry, and the account information is populated with the selected account information. 7. To update the account information from Case Entry, click 8 – Update Account toolbar button. The account is updated with the new information from Case Entry. 8. To view all the cases and questions for the selected account, click 9 - Cases by Account toolbar button. The Cases by Contact screen is displayed. 9. To exit the screen, either click X on the screen or click Exit.
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Searching for Contacts If you have a relatively stable set of callers, you may use the Contact Search screen. By selecting a contact, the demographic information is automatically populated in the Contact section in Case Entry. Contacts can be maintained in Contact Masters, which is accessed from Tables menu. For more information, refer to the Table Administration chapter in the Administration Guide. For more information on searching for contact information, refer to Searching the Contact Table on page 150.
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Finding Cases/Questions by Contact The Cases/Questions by Contact is used to review cases or questions from a specific contact. This screen displays all the cases and questions from a contact that has called multiple times. This screen is accessed from Case Entry or Contact Search screens. Finding Cases and Questions by Contacts in Case Entry
To Search for cases and questions for a contact in Case Entry, double-click Contact ID in the Contact section in Case Entry. The Cases by Contact for Case Entry screen is displayed as shown.
The Cases by Contact screen is displayed with a total number of cases and questions for the contact. Finding Cases and Question by Contacts in Contact Search
To search for cases and questions for a contact in Contact Search, click the Cases by Contact toolbar button. The Cases by Contact for Contact Search window is displayed as shown.
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IRMS User Guide The Cases by Contact screen is displayed with the total number of the cases and questions for the contact. To exit the screen, click the Close toolbar button.
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Finding FAQs Overview The screen, Read FAQs, is used to familiarize yourself with the most frequently asked questions from your callers. It is helpful for inexperienced call takers to provide fast and accurate responses. This is a Read-only screen: therefore, you do not have the ability to have the FAQs inserted into the Case Entry screen or to make any changes to the FAQ Master. To have the ability to insert FAQ information into the Case Entry screen, the Find and Display button. (This FAQs screen must be accessed from the Case Entry screen through the process is covered in the Using the Frequently Asked Questions section.) The Read FAQs screen is maintained through the FAQ Maintenance screen. To access the FAQ Maintenance screen, choose
from the Tools drop down menu.
Finding Frequently Asked Questions To Find FAQs with the Search Criteria hidden:
1. Access the Read FAQs screen, by clicking the button from the IRMS Main Menu. The Read FAQs screen will appear, as shown below.
2. The screen is currently in List View and the Search Criteria is hidden. Moving the bottom navigation arrow to the right will allow you to see more information regarding the question, including the Doc ID, FAQ Code, Usage Count, Line No., Status, Date, Department, Product, Category, Topic, Searchable Answer, SR Level 1 and 2, Contact Level 1 and 2, and Rec ID. 3. Moving the cursor into the Question section will cause the cursor to turn into a hand. Clicking on any question, will bring up the FAQ and Answer screen. 4. The FAQ and Answer screen (shown below) only shows the question and the answer.
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IRMS User Guide To Find FAQs with the Search Criteria visible:
1. To display the Search Criteria section of the Read FAQs screen, click the button.
2. The search criteria section allows you to restrict the selection of the FAQs to match the criteria specified. 3. The criteria that can be specified is as follows:
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Division – Your division will be displayed.
Department – Your department will be displayed.
Status – The status of the product.
Service Rep Levels – The logged in user is the Service Rep. The level is assigned in Group Security.
Contact Levels – The level of the contact.
Product – The product that the question pertains to.
Category – The category that the FAQ pertains to.
Topic – The topic that the product is about.
Abstract – The abstract that this FAQ pertains to.
Text – Typing in this field will cause this screen to search for this text throughout the FAQs.
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4. Comparison operators (= , <> , < , > , >= , <= , ~ ); Reserved words (NULL, TODAY); Wildcard symbols ( * , ? , | ); and Logical operators ( , , + , () ) can also be used in any of the above fields to narrow down your search. An explanation of all of these symbols can be displayed by clicking the
button.
5. Once information has been entered into the fields, click the button to begin the search. If the Auto Find box is checked, IRMS will automatically re-find when you exit one of the selection fields. 6. All of the questions that meet the criteria specified will be listed. To display the question on the FAQ and Answer screen, navigate the cursor to the appropriate question and click on the question. 7. The Read FAQs screen can also be used in Form View. To switch from the list view to the form view, click the
button. The screen will be shown as follows:
8. Form view displays one question at a time and it displays all of the specifics regarding this question. To find FAQs without using the
button:
1. Highlight any word in the question of the Question section on the Case Entry screen. 2. Right click on the word while it is highlighted. The right click menu will be displayed. from the right click menu. The Find and Display FAQs screen 3. Choose will be displayed with the highlighted word in the Text field of the Search Criteria and an auto find will be done. Viewing Attached Documents to the FAQ To view the document attached to the FAQ record from the Form View mode:
1. Form view displays one question at a time with all of the question’s details. To insure you are in Form View, click the button. If this button is shown as “List View”, then you are already in the Form View mode.
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IRMS User Guide 2. If a document is attached to this FAQ, the Doc ID field will be populated and the button will be enabled. Click the button. The word processor will start up and the document attached to the current record will be viewed in the word processor in read-only mode. 3. To return to IRMS, close the document in the word processor. Control will be returned to IRMS. To view the document attached to the FAQ record from the List View mode:
1. List view displays many questions at a time. To insure you are in List View, click the button. If this button is shown as “Form View”, then you are already in the List View mode. 2. Click anywhere on the row of the appropriate record. A (record selector) will appear to the left of the record. If a document is attached to the record, a document ID number is listed under the DocID column. 3. Click on the document ID in the appropriate row. The word processor will start up and the document attached to the current record will be viewed in the word processor in read-only mode. 4. To return to IRMS, close the document in the word processor. Control will be returned to IRMS. Using FAQ Information in a Response To use FAQ information in a response using the Form View mode:
1. Navigate to the appropriate FAQ, and click the
button.
2. The Question field from the FAQ Master will be appended to whatever data you have in the Question field of the current Question record. 3. The Response field from the FAQ Master will be appended to whatever data you have in the Response field of the current Question record. 4. The Product, Category, Topic, and Doc ID codes from the FAQ Master will be entered in their corresponding fields of the current Question record. (If you have already entered something different, you will be prompted before that data is changed.) To use FAQ information in a response using the List View mode:
1. Click anywhere on the row of the record so that the of the record. 2. Click the
(record selector) will appear to the left
button.
3. The Question field from the FAQ Master will be appended to whatever data you have in the Question field of the current Question record. 4. The Response field from the FAQ Master will be appended to whatever data you have in the Response field of the current Question record.
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5. The Product, Category, Topic, and Doc ID codes from the FAQ Master will be entered in their corresponding fields of the current Question record. (If you have already entered something different, you will be prompted before that data is changed.)
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Maintaining the FAQs Master To make any changes or additions to the FAQs master, the FAQ Maintenance screen must be used. This screen is your storehouse for Frequently Asked Questions. To access this screen, choose from the Tools menu.
Adding an FAQ: 1. From the FAQ Maintenance screen, click the 2. Select the
button.
(new record) toolbar button.
3. Type a short description of this FAQ in the FAQ Code field. 4. The system will assign a number for this FAQ in the ID# field. 5. Choose the approval status for this FAQ from the Status drop down menu. Only approved FAQs can be used in Case Entry. 6. IRMS will insert the date the FAQ was created in the Date field. Once the FAQ is approved, the date will be modified to the approval date. 7. Type the frequently asked question in the Question field. 8. Select the division and department for this FAQ from the Division and Department drop down menus. 9. Type in an answer in the text box at the bottom of the screen. Upon leaving the text box, the answer will populate the Searchable Answer field. (You may not modify the Searchable Answer field directly.)
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10. Choose Access Level for Service Rep and Contact.
Service Rep – To select Access Levels for Service Reps, select Service Rep Level 1, 2 3 or 4 to grant rights to the FAQ. To grant access to all the preceding levels, click the arrow to the left of the checkbox. For example, to grant access to Level 1, 2, and 3, click the arrow to the left of the third checkbox. Otherwise, select the specific checkboxes to grant access to that level. If all checkboxes are selected, the FAQ can be used by all Service Reps. At least one checkbox should be selected. The Service Rep Access Level rights are granted in Group Security.
Contact – To select Access Levels for Contacts, select Contact Level 1 or Level 2 to grant rights to the FAQ. If both checkboxes are selected, the FAQ can be used by all Contacts. At least one checkbox should be selected. The Level for the Contact Type is defined in the “Contact Type” Table Name in the General Tables.
11. The Usage Count field is the number of times this FAQ is used in Case Entry. Do not enter data into this field. IRMS will update the field each time the FAQ is used. 12. The Line No. field determines the order in which the records are displayed for this FAQ. 13. Select the Product, Category, Topic, and Abstract to which the FAQ pertains. Note: If the UserAccessByProduct parameter is set to “Yes” in System Parameters, the Product pick list will only display Products the Service Representative is authorized to access. 14. Enter a Doc ID, if this FAQ is associated with an IRMS response document. (To view this response document, click the has been entered.)
button. This button will only be enabled when a Doc ID
) is available that will allow users to mark or unmark sections of RTF 15. A padlock button ( text as protected. Protected text can not be copied or modified. Simply highlight the section that you want to protect and click the padlock button. The button will appear as depressed for any word that has been selected to be protected. ┼Version Note: this button and functionality was added in IRMS Version 5.5.7. 16. Click the Unlock button, which now reads "Unlocked". 17. Close the FAQ Maintenance screen. If the FAQ has an Approved status then it will now be available for use from the Case Entry screen. Deleting an FAQ: 1. From the FAQ Maintenance screen, navigate to the appropriate FAQ by using the record navigation bar at the bottom of the screen. 2. Click the 3. Click the
button. (delete record) toolbar button.
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IRMS User Guide 4. A warning box will appear as shown below:
5. If you click , the record will be deleted and you will be returned to the FAQ Maintenance screen. Modifying an FAQ: 1. From the FAQ Maintenance screen, navigate to the appropriate FAQ by using the record navigation bar at the bottom of the screen. 2. Click the
button.
3. Make any changes to the fields that are necessary. 4. Click the Unlock button, which now reads "Unlocked". 5. Close the FAQ Maintenance screen.
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Finding General Information Overview The Read General Information screen that is accessed directly from the IRMS Main Menu is a searchable database of miscellaneous information. It can be used to store any non-medical general information. Each company can use it at their discretion. Many companies use it as an electronic rolodex. The Read General Information screen is a Read-Only screen. It is maintained from the General Information Maintenance screen, which is accessed by clicking on the Tools drop down menu and selecting
.
(For more information, see the Finding General Information for a Question section under the IRMS – Case Entry heading.) Accessing the Read General Information Screen 1. Click the
button on the IRMS Main Menu. - or -
2. Click the
button on the IRMS Main Menu toolbar.
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Using the Read General Information Screen 3. You may restrict the selections by choosing a Division, Department, and/or Class from their respective drop down menus. 4. There are two different methods for finding records. Each of these methods is described below: Find records using a key word or phrase by entering the text for which you are searching in
the blue Find field. Standard IRMS text searching options apply. Click the button. Click the button to continue searching. Find records starting with a specific letter by clicking the letter button to move to the first record where the first character in the first column begins with that specific letter.
5. To select the reference item, click anywhere on the appropriate row and a will be displayed to the left of the item. An explanation of the fields for the selected item is as follows:
Column 1 - Whatever you want it to be. Be aware, however, that this is the field used for the alphabetic Go To buttons. Note: If the Read General Information screen was accessed through the Question section of the Case Entry screen, then this field’s first line will be brought into your Response, by clicking the
button.
Column 2 - Whatever you want it to be. This field is most often used for an address.
Column 3 - Whatever you want it to be. This field is most often used for a phone number.
Column 4 (top) RefNo - A numeric sequence number for this record. The value in this field controls the order in which the data is displayed. To make the best use of the alphabetic Go To buttons, you should assign these numbers to maintain alphabetic order.
Column 4 (bottom) Has FYI Doc - This field will indicate whether this record has an FYI Document associated with it.
6. If a selected reference item has a “Yes” in the fourth column, then a FYI document is associated with it. To view this document, click the
button or click the
toolbar button. 7. To see all of the details of a selected general item, navigate to the item and click the toolbar button. The General Information Detail screen will be displayed, as shown at the bottom of this section. 8. If the general information needs to be used in a response to a question, then click the button. This will only be applicable if the General Information screen was accessed through the Question section of the Case Entry screen. This button will cause the first line of the first column of the selected record to be added to your Response field along with a reference to the RefNo (the numeric value listed in that line of data).
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Note: The
button can not be used from the Read General Information screen.
Maintaining the General Information Screen To make any changes or additions to the General Information screen, the General Information Maintenance screen must be used. To access this screen, choose Tools drop down menu.
from the
To add a General Information Item: 1. From the General Information Maintenance screen, click on the Error! Objects cannot be created from editing field codes. which appears in the far left column in the row below the final reference item. If you would like to insert a new record between two current records, click on one of the current rows and select either theError! Objects cannot be created from editing field codes. or the Error! Objects cannot be created from editing field codes. button. 2. The Error! Objects cannot be created from editing field codes. will change to a Error! Objects cannot be created from editing field codes.. Enter data into the first column. This column consists of whatever information you want it to contain. Be aware, however, that this is
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IRMS User Guide the field used for the Go To letter buttons and is also the field whose first line will be brought into your Response, if you use the
button.
3. Enter data into the second column. This column consists of whatever information you want it to contain. It is most often used for an address. 4. Choose from the 3 drop down menus in the third column, which consist of Class, Division Name, and Departments. 5. Enter data into the fourth column. This column consists of whatever information you want it to contain. It is most often used for a phone number. 6. The top row of the fifth column is the RefNo field, which is a numeric sequence number for this record. The value in this field controls the order in which the data is displayed. It is best to assign these numbers to maintain alphabetic order. IRMS automatically inserts a number with each new record. If you are inserting a record between two current records, IRMS will make the number halfway between the two numbers. To re-order the reference numbers, select the button. This will re-number the reference records (10 ,20 ,30,…). 7. The bottom row of the fifth column indicates if this record contains an FYI document. To import a FYI document for this record, click the toolbar button. The IRMS Document Import – File Selection screen will be displayed. Choose the document to import and click the button. You will be returned to the General Information Maintenance screen and this field will be populated with “Yes.” 8. Upon closing the General Information Maintenance screen, the record that you have entered will be available for the Read General Information screen accessed through the IRMS Main Menu screen or the General Information screen accessed through Case Entry. To modify a General Information Item: 1. From the General Information Maintenance screen, navigate to the appropriate record by clicking on the far left column to put the arrow on the row of the record to be modified. 2. Make any changes to the fields that are necessary. 3. Close the General Information Maintenance screen.
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Finding Representative Information Finding the Rep’s Name and Address IRMS contains a Representative Master table. This table contains sales rep information. While in button to search for reps assigned to the postal code entered Case Entry, you can use the for the case. In addition, from anywhere in IRMS you can access the Representative Search screen by selecting the Search Reps item from the Tools drop down menu. To Look Up Rep Information from Case Entry: button in the lower left portion of the Case Entry screen. This button 1. Click the will search based on the Zip Code entered for the current case. The Representative Search screen will be displayed with a list of all the reps in the Zip Code.
2. Check the Record Selection box at the left of the record to specify the record you wish to access. (Skip to step 7) 3. If no Zip Code was entered or if no reps match the entered Zip Code, the Representative Search screen will be blank and the following IRMS box will be displayed.
4. Click
.
5. You may clear the search criteria by clicking click
, enter new search criteria, and
.
6. Check the Record Selection box at the left of the record to specify the record you wish to access.
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IRMS User Guide 7. To display the complete record for this rep, click the button on the toolbar. The Representatives screen will be displayed, as shown below. Close the screen using the
or the
toolbar button to return back to the Representative Search screen.
8. To assign the selected rep as the representative for this case, click the button on the toolbar. IRMS will return you to the Case Entry screen and the Rep/Terr# and the Rep Name fields will be populated with the representative information that you had selected. toolbar button. IRMS will 9. To use the selected rep as the contact, select the return you to the Case Entry screen and the Contact information will be populated with the selected rep’s name, address, etc. WARNING: This will replace the current Contact (if any) with the rep’s name and address information. To Select a Rep by Last Name 1. Click on the button located on the Case Entry screen in the bottom section. The Select a Rep by Last Name screen will be displayed. 2. Click on the drop down arrow or start typing some characters of the last name. Highlight the appropriate sales rep. 3. Click on the
button.
4. Control will be returned to the Case Entry screen and the Rep/Terr#, Rep Name, and Rep Type fields will be populated with the selected sales rep’s information.
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Selecting Data for Rep Notification The Create Selection… tab of the Rep Notification Processing screen is a query form in which you provide the parameters for the search and IRMS will find the matching records. To access the Rep Notification Processing screen, select
from the Case drop down menu.
To select criteria for the search for cases to notify the reps: 1. The Create Selection… tab should be enabled when you enter the Rep Notification Processing screen. Select any Case Criteria to be included in the search for cases to notify the Representative(s). 2. Select any Response Criteria you would like to be included in the search for cases to notify the Representative(s). 3. Check the box(es) of the Response Type(s) to be included in the search for cases to notify the Representative(s). 4. Only enter a date in the Repeats box if you want IRMS to re-select records that have already been reported on. 5. To get tips and examples of using comparison operators in selecting records, click the action toolbar button. (A printout of this screen is the IRMS – Query Cases section of this manual.) 6. To clear the criteria items, click the
action toolbar button.
7. To execute the query to find the matching records, click the
action toolbar button.
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IRMS User Guide 8. If any matches were found, the Review Selection…tab will be displayed with a list of all the matching records.
9. To sort the records in ascending order, click on any column and select the action toolbar button. 10. To sort the records by the way that they will be processed, click the toolbar button.
action
11. To process the selection, click on the Process Selection… tab.
12. Select one or more of the Recipient Type(s). 13. To print the memos, verify that the “Print Memos” Output Method is selected, and click the button or click the action toolbar button. A Rep Memo print preview screen will be displayed. You can choose to print, e-mail in RTF format, e-mail in PDF format, export to a MS Excel file, or export to a text file. 14. To e-mail the memos, verify that the “E-mail Memos” Output Method is selected and click the
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button or click the
action toolbar button.
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15. To print the copies of letters, verify that the “Print Copies of Letters” Output Method is selected and click the button or click the action toolbar button. The Representative Copy Print screen will be displayed. Select the printer and click the button.
16. To e-mail the memos and copies of the letters, verify that the “E-mail Memos and Copies of Letters” Output Method is selected and click the or click the
button
action toolbar button.
17. To mark all of the records that were selected so that they are not selected next time, click on the button. The date will appear on the Response Letters screen in the Rep field. 18. NOTE: You may print or e-mail the memos/copies from the Review Selection… screen, by action toolbar button. The memos/copies will be printed or e-mailed clicking the based on the settings from the Process Selection… tab. 19. To set user’s defaults for the rep memos, select the appropriate Output Method and Recipient Type(s) and click the button. (If the user’s defaults do not get changed, then the standard default is the Print Memos output method.)
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Finding Documents and Enclosures Finding Documents IRMS provides a powerful query screen to search for documents. This screen allows you to enter or delete criteria to either increase or limit your selection of documents. You may access this screen at any time, by selecting Search Documents from the Tools drop down menu. Additionally, the Document Search/Selection screen may be accessed from the Response Letters screen or the Case Entry toolbar. 1. Access the Document Search/Selection screen by clicking the Search) Case Entry toolbar button, select menu, or select the
(Launch Document from the Tools drop down
command button from the Response Letters screen.
2. If a product had been selected from the Case Entry screen, it will be populated in the Product field on the Document Search screen. Your department and division will also be carried over into the Document Search criteria fields. (The Type, Status, and Dept for this document search can be set up in your User Preferences to pre-populate the corresponding fields.) 3. Enter as much or as little data in the fields that could possibly help refine your search. All toolbar button. search criteria data can be deleted simply by clicking the Entering criteria into the Key Words field will search the entire document, but entering criteria into the Text field will only search the IMRS text box window. 4. (Please note that if the Type is Global, the search criteria will change slightly, than if any of the other types are selected.) 5. Once you are happy with your search criteria, click the
toolbar button.
6. All documents that meet your search criteria will be listed. Select the document(s) you want to use, by clicking the box in the first column that corresponds with the appropriate document(s).
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7. You may view the document from the Document Search/Selection screen in two ways. First you can select the
button. This will show you the text of the document. If you would
like to see the actual document, click the Microsoft Word Read-only mode.
button. This will bring up the document in
Change Status of Documents to Inactive in the Search Results List
Search for the document(s) to be changed to “Inactive”. Note: The user must have rights to Mass Update to run this process. 1.
To change the Status, highlight a single document or a group of documents. There is also an option to change the status of all the documents in the Search Results List.
2.
Point to the Process toolbar option and click Change Status to Inactive. The following message window is displayed.
3.
Select one of the following options: Yes – Delete all the documents in the Search Results List. No – Delete a single document or a selected group of documents. Cancel – Return to the Document/Search Selection window without change the status of any records.
Once the status of the documents are changed to Inactive, an entry is logged in the Document Log table. To exit the screen, click the Close toolbar button.
241
IRMS User Guide
Finding Deleted Cases IRMS provides the ability to search for deleted cases. A variety of criteria can be entered to narrow the search. This window cannot be accessed from Case Entry. 1. To access the Deleted Case Search window, click Search Deleted Cases from the Tools menu. The Deleted Case Search window is displayed.
The Division is displayed and cannot be changed unless the user is non-divisional. 2. Enter any known search criteria and then click the Find toolbar button. Search criteria can be entered by Full Case Number, Product, Date Deleted, and/or Deleted By. Any deleted cases meeting the criteria are displayed. If no criteria is entered, all deleted cases are displayed. 3. To reset the search criteria, click the Reset Criteria toolbar button. The search criteria is cleared and another search can be initiated. 4. To select all the cases to be re-opened, click the Select All toolbar button. 5. To deselect all the cases to be re-opened, click the Select None toolbar button. 6. To undelete the case(s), select the cases and click the Un-delete toolbar button. An Un-Delete Case(s) message window is displayed.
To un-delete the cases, enter a reason for un-deleting the cases and click Yes. To cancel the process, click No. A confirmation message is displayed showing the case has been re-opened.
Click OK to return to the Deleted Case Search window. 7. Click the Close toolbar button to exit from the Deleted Case Search window.
242
Chapter 9
Field Definitions
Case Entry Screen Overview Below is a list of the fields used in Case Entry. The definition, screen name, Merge Field Name, and Table Maintenance is included. Field Name
Definition
1st Response
The date on which the first response is sent to the contact. The first response can be either when the verbal checkbox is checked or the first letter/fax/e-mail is sent. ┼Version Note: this field was added in IRMS Version 5.4.7.0. A short, general description of the question. This field can also be considered a subtopic. ┼Version Note: this field was added in IRMS Version 5.4.4.0. The address of the requester’s institution, not including the city, state or zip code. Enter as many lines of data as needed (limited by what can fit properly print on a label or envelope). Use the ENTER key to go to another line within this field. Use the TAB key to get to the next field. Note: When you leave the Address field you will only be able to see the first two lines of text. If you re-enter the field with your cursor, a scroll bar will appear and allow you to view the entire field. The letters on this button will turn red to indicate the absence or presence of Adverse Events for this case – red indicating the presence. Clicking this button will start the Adverse Events screen. ┼Version Note: this button changed from Add AE to just AE in IRMS version 5.5.3. The number of attachments currently created as part of this case. Clicking this button will start the Case Attachments screen. An additional field for the requester’s phone number (i.e. cell phone number). This phone number is not linked to the address. If you just enter the numbers, IRMS will attempt to format the phone number for you. ┼Version Note: this field was added to IRMS version 5.5.3. The Case Number assigned by IRMS. The next sequential number appears with a new case The Case Type field’s meaning and values can be defined and used in any way that your IRMS site desires. The category code assigned to this question record.
Abstract
Address
AE (button)
Atchmts (button) Blank Field located to the right of the Phone field
Case Case Type
Category
Screen Name
Merge Field Name
Table Maintenance
Case Entry (Bottom Section)
n/a
n/a
Case Entry (Question Section)
n/a
Tables Menu – Abstract Control – Abstract Control
Case Entry (Contact Section)
Address or FullAddress
n/a
Case Entry (Bottom Section)
n/a
n/a
Case Entry (Bottom Section)
n/a
n/a
Case Entry (Contact Section)
ContactPhone
n/a
Case Entry (Top Section) Case Entry (Bottom Section)
CaseNo
n/a
CaseType
Tables Menu – General – Case Type Tables Menu – General – Category
Case Entry (Question Section)
n/a
IRMS User Guide Field Name
Definition
CC?
Completed
Check this field if you would like a copy of the Response Letter to be sent to the representative shown in the Rep Name field. Once a letter is created, if you click the CC’s toolbar button from the Response Letters screen, you will see the representative in the Response Letter Copies screen. A Division Parameter can set the default for this copy to be either a printed copy or a emailed copy. ┼Version Note: this field was added in IRMS Version 5.5.3. The city of the requester. If the Division Parameters option "Lookup City via Postal" is enabled, the city can be automatically displayed when the postal code is entered. To override, simply type over the displayed value. This field is a code for the requester’s professional classification. It indicates to the system the type of person requesting information. The value of this field must be one of the choices in the combo box. If a salutation and/or degree is stored with the selected code and those fields are blank on the case screen, the specified defaults are moved to their respective fields on the case screen. Clicking this button will start the Client Defined Fields screen. The letters on this button will turn red to indicate the absence or presence of data in the Client Defined Fields for this case – red indicating the presence. ┼Version Note: this button was added to IRMS version 5.5.3. Clicking this button will start the Communication Log screen. ┼Version Note: this button was added to IRMS version 5.5.3. The full name of the requester’s institution. Enter as many lines of data as needed (limited by what can fit properly print on a label or envelope). Use the CTRL and ENTER key to go to another line within this field. Use the TAB or ENTER key to get to the next field. Note: When you leave the Company field you will only be able to see the first two lines of text. If you reenter the field with your cursor, a scroll bar will appear and allow you to view the entire field. The date on which the case was completed.
Country
The country of the requester.
City
Class
Client Data (button)
Comm Log (button)
Company
244
Screen Name
Merge Field Name
Table Maintenance
Case Entry (Bottom Section)
n/a
n/a
Case Entry (Contact Section)
City
Tables Menu – Postal Code – Zip/Postal Code Maintenance
Case Entry (Contact Section)
n/a
Tables Menu – Contact Class– Contact Class Maintenance
Case Entry (Bottom Section)
n/a
n/a
Case Entry (Bottom Section)
n/a
n/a
Case Entry (Contact Section)
Company
n/a
Case Entry (Bottom Section) Case Entry (Contact Section)
n/a
n/a
Country
Tables Menu – General – Country
Field Definitions
Field Name
Definition
Days…1st Resp
IRMS will fill this field once the first response has been sent. The number represents the number of work days (Monday through Friday) from the Entered Date to the date of the first response. IRMS will fill this field once the case has been completed. The number represents the number of work days (Monday through Friday) from the Entered Date to the Completed Date. The college degree (such as M.D.) of the requester.
The department assigned to this case record.
Days…Com
De
Dept
Division
The division related to the case.
Doc ID
This allows selection of a response document with the selections presented in order by the Document ID. Making a selection here will also fill in the DocTitle field. (There is no prompt for this field.) This allows selection of a response document with the selections presented in order by the Document Title. Making a selection here will also fill in the DocID field. (There is no prompt for this field.) The e-mail address of the requester.
DocTitle
E-mail Entered Entry Period
FAQs (button)
Fax
First General (button)
The date the case was entered (assigned by IRMS). Whether or not this case was entered after hours or not. ┼Version Note: this field was added in IRMS version 5.4.4.0. Starts the Frequently Asked Questions screen.
The FAX phone number of the requester. Enter the data as required by the FAX software. If you just enter the numbers, IRMS will attempt to format the phone number for you. The first name of the requester. Starts the General Information screen.
Screen Name
Merge Field Name
Table Maintenance
Case Entry (Bottom Section)
n/a
n/a
Case Entry (Bottom Section)
n/a
n/a
Case Entry (Contact Section)
Degree
Case Entry (Top Section)
n/a
Case Entry (Top Section) Case Entry (Question Section)
Division
Tables Menu – Contact Class– Contact Class Maintenance Tables Menu – General Department Tables Menu – General - Division Documents Menu – Maintenance – Document Maintenance
DocID1 DocID20
Case Entry (Question Section)
DocTitle
Documents Menu – Maintenance – Document Maintenance
Case Entry (Contact Section) Case Entry (Bottom Section) Case Entry (Bottom Section)
Email
n/a
n/a
n/a
n/a
Tables Menu – General – Entry Period
Case Entry (Question Section) Case Entry (Contact Section)
n/a
n/a
FaxPhone
n/a
FirstName
n/a
n/a
n/a
Case Entry (Contact Section) Case Entry (Question Section)
245
IRMS User Guide Field Name
Definition
Global (button)
Starts the Document Search/Selection screen with the Type field pre-populated as Global. If one or more Global documents that have the same Doc ID as an approved Standard are found and selected, then clicking the Select or Verbal buttons on the Document Search toolbar will cause these standards to be used in the question record. If the selected Global documents have no approved Standard with a matching Doc ID and the user has the rights to create and approve documents, then a new Approved Standard will be created that is the same as the selected Global and this new standard will be used in the question record of Case Entry. ┼Version Note: this functionality was added in IRMS Version 5.4.4.5. The greeting you want to appear on the response letter. This is a less formal version of the salutation. ┼Version Note: this field was added in IRMS Version 5.4.4.5. The way in which this case should be handled.
Gr
Handling
Language
The default language to be used for this case.
Last
The last name of the requester.
Letters (button)
The number of letters currently created as part of this case. Clicking this button will start a new letter and bring up the Response Letters screen. Enter the gender of the caller. M for male and F for female. A miscellaneous data field. This can be another phone number (unformatted) or any other piece of information as directed by your business practices. The dosage form to which this question pertains.
M/F Misc
NDC
Notes (button)
P.I. Info
246
The letters on this button will turn red to indicate the absence or presence of notes for this case – red indicating the presence. Clicking this button will start the Notes screen. ┼Version Note: this button changed from Add Notes to just Notes in IRMS version 5.5.3. Determines if the personal information of the contact will be visible or hidden on the Case Snapshot.
Screen Name
Merge Field Name
Table Maintenance
Case Entry (Question Section)
n/a
n/a
Case Entry (Contact Section)
Greeting
Case Entry (Bottom Section)
DelMethod
Case Entry (Top Section) Case Entry (Contact Section) Case Entry (Bottom Section)
n/a LastName
Tables Menu – Contact Class– Contact Class Maintenance Tables Menu – General – Handling Tables Menu – General - Language n/a
n/a
n/a
Case Entry (Contact Section) Case Entry (Contact Section)
Gender
Fixed pick list
Misc
n/a
Case Entry (Question Section)
n/a
Case Entry (Bottom Section)
Notes
Tables Menu – Product – Product Maintenance n/a
Case Entry (Contact Section)
n/a
Fixed pick list
Field Definitions
Field Name
Definition
PC (button)
The letters on this button will turn red to indicate the absence or presence of Product Complaints for this case – red indicating the presence. Clicking this button will start the Product Compaints screen. ┼Version Note: this button changed from Add PC to just PC in IRMS version 5.5.3. The requester’s phone number. This phone number is linked to the address. If you just enter the numbers, IRMS will attempt to format the phone number for you. The Priority field’s meaning and values can be defined and used in any way that your IRMS site desires. The status of the Product selected. (There is no prompt for this field.)
Phone
Screen Name
Merge Field Name
Table Maintenance
Case Entry (Bottom Section)
n/a
n/a
Case Entry (Contact Section)
Phone
n/a
Case Entry (Bottom Section)
n/a
Case Entry (Question Section)
n/a
Product
The product code to which this question pertains.
Case Entry (Question Section)
Prod1 Prod20
QA (button)
Clicking this button will start the QA screen. This button will only be enabled if this case has been selected for QA. ┼Version Note: this button was added to IRMS version 5.5.3. The text of the question asked. If you are using an Oracle database you may be limited to 2000 characters in this field. This field further classifies the Question in Case Entry.
Case Entry (Bottom Section)
n/a
Tables Menu – General – Case Priority Tables Menu – Product – Product Maintenance Tables Menu – Product – Product Maintenance n/a
Case Entry (Question Section) Case Entry (Question Section) Case Entry (Question Section)
n/a
n/a
N/A
Tables Menu – General Classification N/A
Priority
Prod Stat
Question
Question Classification Question Notes (button)
Question Owner Question Status
Question Sub Classification Received
Ref To
This button displays a notepad where additional information about the Question can be entered. The information is only displayed on the Case Audit Trail. The name of the Service Representative that owns the question. Different Reps can own different questions within the same case. The status of the question. The question status is either “Open” or “Completed”. This field further classifies the Question in Case Entry. This field is linked to the Question Classification, but can operate independently. The date on which this case was initially received. It can be modified to reflect the difference between when a case was received and when it actually was entered into IRMS. The individual currently assigned the responsibility for this case.
N/A
Case Entry (Question Section) Case Entry (Question Section) Case Entry (Question Section) Case Entry (Bottom Section)
N/A
n/a
System Menu– Security – Add/Edit Users System Menu– Security – Add/Edit Users Tables Menu – General – Sub Classification n/a
Case Entry (Bottom Section)
RefInit1 or RefToName
System Menu– Add/Edit Users – Add/Edit Users
N/A
N/A
247
IRMS User Guide Screen Name
Merge Field Name
Table Maintenance
The phone number of the Sales Representative. ┼Version Note: this field was added in IRMS version 5.3.10.8.
Case Entry (Bottom Section)
n/a
The name of the sales rep at the time this case was entered. The representative’s name is stored with each case. This ensures that the representative's name remains with a case even if a different rep is later assigned to the same code. If the Division Parameters option "Lookup Rep via Postal" is enabled, the Representative number and name can be automatically displayed when the postal code is entered. To override, simply type over the displayed values. Clicking this button starts the Select a Rep by Last Name screen. The type of sales representative. Some IRMS sites have several sales reps assigned to the same territory. When this happens, you will be given the choice among several reps. The sales rep or territory code assigned to this case. If the Division Parameters option "Lookup Rep via Postal" is enabled, the Representative number and name can be automatically displayed when the postal code is entered. To override, simply type over the displayed values. Clicking this button starts the Representative Search screen. Specifies whether the case came in from a sales rep or not. Many IRMS sites use this information to tailor their response letters (mentioning the sales rep by name). A short, general description of the response. ┼Version Note: this field was added in IRMS Version 5.4.4.0.
Case Entry (Bottom Section)
RepName
Tables Menu – Representative– Representative Maintenance Tables Menu – Representative– Representative Maintenance
Case Entry (Bottom Section)
RepType
Case Entry (Bottom Section)
n/a
Case Entry (Bottom Section)
ReqBy
Tables Menu – General – Requested By
Case Entry (Question Section)
n/a
Case Entry (Question Section) Case Entry (Bottom Section)
n/a
Tables Menu – General – Resolution/ Resolution Type n/a
n/a
n/a
Case Entry (Contact Section)
Salutation Or FullSalutation
Tables Menu – Contact Class– Contact Class Maintenance
Field Name
Definition
Rep Contact
Rep Name (button)
Rep Type
Rep/Terr# (button)
Request Via
Resolution
Response
RMP (button)
Sa
248
The text of the response given verbally. There is no practical limit to the amount of information you can enter in this field. The letters on this button will turn red to indicate the absence or presence of the Risk Management Program for this case – red indicating the presence. Clicking this button will start the Risk Management screen. ┼Version Note: this button changed from Add RMP to just RMP in IRMS version 5.5.3. The salutation you want to appear on the response letter. Example: Mr., Dr., etc. The period (.) must appear if you want it to appear on the response letter.
Tables Menu – General – Representative Type Tables Menu – Representative– Representative Maintenance
Field Definitions Screen Name
Merge Field Name
Table Maintenance
The person who created the case. This value is based on the log-in name used when starting IRMS.
Case Entry (Bottom Section)
System Menu– Add/Edit Users – Add/Edit Users
Source
The means by which this request for information was received (i.e. phone).
Case Entry (Bottom Section)
PSRepName or PSRep or CSRep Source
Sources (button)
Starts the Sources Checked screen. From here you can record any sources that you checked in pursuit of the answer to this question Indicates the specialty of the contact, i.e. Neurology or Cardiology.
Case Entry (Question Section) Case Entry (Contact Section)
Standard (button)
Starts the Document Search/Selection screen with the Type field pre-populated as Standard.
Stat Date
The date the Product Status was last changed. (There is no prompt for this field.)
Case Entry (Question Section) Case Entry (Question Section)
State/Region
The state or province of the requester. If the Division Parameters option "Lookup City via Postal" is enabled, the state/province can be automatically displayed when the postal code is entered. To override, simply type over the displayed value. The current status of this case. The basic status codes are Open, Submitted (ready to print), and Completed. Clicking this button will hold the case open, regardless of any printing/faxing/emailing. The Case Sub Letter (assigned by IRMS when a case is sent to another department through the Send Copy of this Case to Another Department screen). The requester’s job title.
Case Entry (Contact Section)
RegionName
Case Entry (Top Section)
n/a
Tables Menu – General – Case Status
Case Entry (Top Section)
n/a
n/a
Case Entry (Contact Section)
Title
Topic
The specific subject that this question record addresses.
n/a
Type
Indicates the contact type, i.e. patient, healthcare professional, etc.
Case Entry (Question Section) Case Entry (Contact Section)
Verbal
Check this box if this question is to be recorded and reported as a "verbal" response independent of any letters sent. Views the standard document specified in the DocID and Doc Title fields. This allows you to specify a document and then read and discuss the contents of that document with the caller.
n/a
Tables Menu – General – Title Tables Menu – General – Topic Tables Menu – General – Contact Type n/a
n/a
n/a
Field Name
Definition
Service Rep
Specialty
Status (button)
Sub-Letter (Empty Box)
Title
View (button)
Case Entry (Question Section) Case Entry (Question Section)
n/a
n/a n/a
n/a
n/a
Tables Menu – General – Case Source n/a
Tables Menu – General – Contact Specialty n/a
Tables Menu – Product – Product Maintenance Tables Menu – General – States and Provinces
249
IRMS User Guide Field Name
Definition
Zip/Postal
The Zip Code or Postal Code. If the Division Parameters option "Lookup City via Postal" is enabled, this field is used to automatically locate the city and state/province. If multiple cities share the postal code, a selection box is presented. The automatic lookup will ask before changing the city and state/province already entered. If the Division Parameters option "Lookup Rep via Postal" is enabled, this field is used to automatically locate the representative. If multiple reps service the postal code, a selection box is presented. The automatic lookup will ask before changing the representative information already entered.
250
Screen Name
Merge Field Name
Table Maintenance
Case Entry (Contact Section)
Postal
Tables Menu – Postal Code – Zip/Postal Code Maintenance
Field Definitions
Response Letters Screen Overview Below is a list of the fields used in the Response Letters. The definition, screen name, merge field name, and Table Maintenance is included. Screen Name
Merge Field Name
Table Maintenance
This field will show the date and time that the letter is completed.
Response Letters screen (Output section)
n/a
n/a
The category assigned to the document selected on this line.
Response Letters screen (Documents section) Response Letters Screen (Upper Left section)
n/a
Tables Menu – General – Category
Closing
Documents Menu – Maintenance – Document Maintenance
n/a
Documents Menu – Combo Documents
FirstName and Last Name or FullSalutation or FullAddress
Case Entry – First and Last Name fields
Response Letters screen (Documents section) Response Letters screen (Documents section) Response Letters screen (Activity section)
DocFile or DocID1 – DocID20 DocTitle
n/a
Documents Menu – Maintenance – Document Maintenance Documents Menu – Maintenance – Document Maintenance n/a
Response Letters screen (Activity section)
n/a
n/a
Field Name
Definition
Blank field to the right of the Letter Status field Category
Closing
The response letter template to be used as the closing for the response letter. If no closing is specified, the Source, Requested By, Language, Handling, and Contact Type fields are used to determine a closing from the Template Control item of the Documents drop down menu. The value entered must be one of the choices in the combo box. Changes to a combo box to allow you to pick from the previously defined combo docs.
Combo Docs (button)
Contact
Doc ID
Document Title
Edit (button)
Edit Activity Date
The person to whom this response letter is to be sent. Because multiple contacts can be associated with a case, one must be chosen for each letter. The choices presented are based on the contacts entered for this case on the main Case Entry screen. The value entered must be one of the choices in the combo box. The initial value will be the contact that is entered from the Case Entry screen when the case was new. The list of response documents in order by "Doc ID". The list of values presented is based on the entries of type "Standard" in the Maintenance item of the Documents drop down menu. The list of response documents in order by title.
Clicking this button will cause the letter to be merged (if it has not been merged already) and will open the letter in Microsoft Word to be edited. The date and time on which this letter was last edited.
Response Letters screen (Documents section) Response Letters Screen (Upper Left section)
251
IRMS User Guide Field Name
Definition
Edit User
The IRMS user who edited this letter.
E-mail (Button)
Clicking this button will cause the letter to be emailed.
E-mail 1st Check Box
Click this box if this letter is to be e-mailed. You may also click the Print and Fax buttons.
E-mail 2nd Check Box
Click this box if the enclosures are to be included when this letter is e-mailed.
E-mail Complete Date
The date that this letter was e-mailed.
E-mail User
The IRMS user who e-mailed this letter.
Enclosure Description
The title assigned to this enclosure.
Enclosure ID
This field presents the list of enclosure documents in order by "Enclosure ID".
Envelope
Check this box if an envelope should be created along with this letter.
Fax (Button)
Clicking this box will cause the letter to be faxed.
Fax 1st Check Box
Click this box if this letter is to be faxed. You may also click the Print and E-mail buttons.
Fax 2nd Check Box
Click this box if the enclosures are to be included when this letter is faxed.
Fax Complete Date
The date that this letter was faxed.
Fax User
The IRMS user who faxed this letter.
Format
The format of the letter that is to be produced based on the parameters specified using the Letter Format option of the Documents menu. Each IRMS site will define the letter formats to be used. The value entered must be one of the choices in the combo box.
252
Screen Name
Merge Field Name
Table Maintenance
Response Letters screen (Activity section) Response Letters screen (Output section) Response Letters screen (Output section) Response Letters screen (Output section) Response Letters screen (Output section) Response Letters screen (Output section) Response Letters Screen (Enclosures section) Response Letters Screen (Enclosures section) Response Letters Screen (Special Functions section) Response Letters screen (Output section) Response Letters screen (Output section) Response Letters screen (Output section) Response Letters screen (Output section) Response Letters screen (Output section) Response Letters Screen (Upper Left section)
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
CoverTitle
n/a
Documents Menu – Maintenance – Document Maintenance Documents Menu – Maintenance – Document Maintenance n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
Documents Menu – Letter Format – Letter Formats
Enclosures
Field Definitions
Field Name
Definition
Label
Check this box if label(s) are to be generated along with this letter.
Label Count
Enter the number of labels to be produced for this letter. (There is no prompt for this field.)
Language
Designates the language to be used in this letter.
Let Date
The date assigned as the date of the response letter. This value can be modified to a previous date (to backdate a letter) or to a future date (if the letters are being printed later). Designates the status of the letter.
Letter Status
Location
Designates the physical location of this enclosure. This is assigned in "Document Maintenance" but can be overridden here.
Merge (button)
Clicking this button will cause the letter to be merged.
Merge Activity Date
The date and time on which this letter was last merged.
Merge User
The IRMS user who merged this letter.
Opening
The response letter template to be used as the opening for the response letter. If no opening is specified, the Source, Requested By, Language, Handling, and Contact Type fields are used to determine an opening from the Template Control item of the Documents drop down menu. The value entered must be one of the choices in the combo box. A sequence number that controls the order in which the enclosures are listed (and included if computer generated) in the response letter.
Order (button)
Print (Button)
Clicking this button will cause the letter to be printed.
Print 1st Check Box
Click this box if this letter is to be printed. You may also click the Fax and E-mail buttons.
Print 2nd Check Box
Click this box if the enclosures are to be included when this letter is printed.
Screen Name
Merge Field Name
Table Maintenance
Response Letters Screen (Special Functions section) Response Letters Screen (Special Functions section) Response Letters Screen (Upper Left section) Response Letters Screen (Special Functions section)
n/a
n/a
n/a
n/a
n/a
PrintDate
Tables Menu – General – Language n/a
n/a
Fixed pick list
n/a
n/a
Documents Menu – Maintenance – Document Maintenance n/a
n/a
n/a
UserID
n/a
RespFormat
Documents Menu – Maintenance – Document Maintenance
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
Response Letters screen (Output section) Response Letters Screen (Enclosures section) Response Letters Screen (Activity section) Response Letters screen (Activity section) Response Letters screen (Activity section) Response Letters Screen (Upper Left section)
Response Letters Screen (Enclosures section) Response Letters screen (Output section) Response Letters screen (Output section) Response Letters screen (Output section)
253
IRMS User Guide Field Name
Definition
Print Complete Date
The date that this letter was printed.
Print User
The IRMS user who printed this letter.
Product
The product pertaining to this part of your response letter. The documents in the Document Title and Doc ID combo boxes will depend on what you enter in this field. Leave this field blank to use documents that apply to all products. Designates the number of copies of this enclosure to be inserted with this response letter.
Qty
Question Docs (button)
Populates the documents section with the documents selected in the Question section of the Case Entry screen.
Rep Activity Date
If AutoCopy Rep parameter is turned on, this is the date and time that the letter was printed. If not, this is the date and time on which the Rep Acknowledgement Memo was printed for this letter. If AutoCopy Rep parameter is turned on, this is the IRMS user who printed this letter. If not, this is the IRMS user who processed the Rep Acknowledgement Memo for this letter. Opens the Document Search/Selection screen.
Rep User
Search Documents (button) Search Enclosures (button)
Opens the Enclosure Search / Selection screen. See Searching for Enclosures for more information.
Seq
A sequence number that controls the order in which the documents will be used in the creation of this response letter.
Seq (button)
Click this button to re-sequence the response documents based on the value in the Seq column.
Signature
The initials of the professional that will sign the response letter. If the response is verbal, a signature code is not required.
Submit Activity Date
The date and time on which this letter was last submitted.
254
Screen Name
Merge Field Name
Table Maintenance
Response Letters screen (Output section) Response Letters screen (Output section) Response Letters screen (Documents section)
n/a
n/a
n/a
n/a
AllProds1AllProds20
Tables Menu – Product – Product Maintenance
n/a
n/a
n/a
n/a
n/a
n/a
Response Letters screen (Activity section)
n/a
n/a
Response Letters screen (Documents section) Response Letters Screen (Enclosures section) Response Letters screen (Documents section) Response Letters screen (Documents section) Response Letters Screen (Upper Left section)
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
RefInit2 or SigCode or SigInits or SignName n/a
Tables Menu – Signature – Signature Maintenance n/a
Response Letters Screen (Enclosures section) Response Letters screen (Documents section) Response Letters screen (Activity section)
Response Letters screen (Activity section)
Field Definitions
Field Name
Definition
Submit User
The IRMS user who submitted this letter.
Topic
The topic assigned to the document on this line.
Type
The value of this field tells IRMS whether this enclosure was assigned automatically based on a document selected (Type = Enclosure) or if this enclosure was assigned manually by the user specially for this case (Type = Request). This button brings up the enclosure document selected using the word processing software. (The selected record is the one with the record selector arrow to the left of it.) Brings up the response document selected using the word processing software. The selected record is the one with the record selector arrow to the left of it.
View Selected Enclosures (button) View Selected Standard (button)
Screen Name
Merge Field Name
Table Maintenance
Response Letters screen (Activity section) Response Letters screen (Documents section) Response Letters Screen (Enclosures section)
n/a
n/a
n/a
Tables Menu – General – Topic
n/a
Fixed pick list
n/a
n/a
n/a
n/a
Response Letters Screen (Enclosures section) Response Letters screen (Documents section)
255
Chapter 10 Index A About IRMS .........................................................................23 Abstracts Multiple Abstracts ............................................................83 Optional Field...................................................................83 Account Master Add from Case Entry........................................................80 Add FAQ................................................................................228 General Information Record...........................................233 Add a New User....................................................................28 Add a Signature Record........................................................29 Add/Edit Users Screen..........................................................29 Adding a New Contact..........................................................76 Adding a New Question........................................................83 ALLCONTACTSEMAILS.........................................164, 203 Attachments ........................................................................142 Attention screen ..................................................................193 AutoCorrect ..........................................................................18
B Backup Resources...............................................................191 Batch Print Response Letters ..............................................112 Business Rules....................................................................115
C Case Attachments .......................................................165, 204 Case Correspondence..........................................................158 Case Entry Add Account Master ........................................................80 Case Entry screen........................................................71, 119 Case Entry Screen Field Definitions.............................................................243 Case Log.............................................................165, 173, 203 Case Log Search .................................................................214 Case Menu ............................................................................54 Case Notes ..................................................................165, 203 Case Query ................ See IRMS Query and Reporting Guide Cases/Questions by Contact................................................221 Change Enclosure List Display...........................................100 Change Password................................................................26 Changing a Completed Case...............................................167 Check Boxes .........................................................................15 Client Defined Fields ..........................................................175 Closing a Case ....................................................................115 Combo Boxes .......................................................................14 Command Buttons ..............................................................10 Communicate with OBA E-mail.................................................................................3 Fax......................................................................................3 Phone..................................................................................3 Website...............................................................................3 Communications Log..........................................165, 204, 216 Completing a Verbal Response Case ..................................115 Contact Search Find 3 of 5 ......................................................................150 Copy the Current Case........................................................169 Copy the Current Response Letter ......................................177
Copying a Question Already in a Case............................... 126 Create Response Letter Automatic ...................................................................... 155 Creating a Written Response ................................................ 97 Cursor Hover Tool Tips ....................................................... 20
D Datasheet View ................................................................. 146 Delete FAQ ............................................................................... 229 Deleting a Case .................................................................. 171 Deleting a Contact.............................................................. 123 Deleting a Question............................................................ 126 Deleting the Current Response Letter ................................ 177 Department........................................................................... 32 Disabling a User ................................................................... 26 Document Search Change Status to Incactive............................................. 241 Documentation ....................................................................... 8 Documents Menu ................................................................. 57 Drop down menus............................................................... 11 duplicate contacts ............................................................... 147
E Edit Menu............................................................................. 53 Education ............................................................................... 7 E-mail Include Reports .............................................................. 165 Save Options.......................................................... 165, 203 E-mail Case Information .................................................... 163 E-mail Case Transfer.......................................................... 168 E-mail Corporate ................................................................ 201 E-mail Save Options Case Attachments .................................................. 165, 204 Case Log ................................................................ 165, 203 Case Notes ............................................................. 165, 203 E-mailing a Response Letter .............................................. 108 Enclosure List Change Display List....................................................... 100 Enclosure Search/Selection screen................................... 101 Enhanced Datasheet View ............................................... 146 enter CCs............................................................................ 179 Entering Basic Case Information.......................................... 90 Exporting Case Attachments .......................................................... 143
F FAQ Maintenance .............................................................. 228 Add an FAQ................................................................... 228 Delete an FAQ ............................................................... 229 Modify an FAQ.............................................................. 230 FAQs in Case Entry FAQs for Verbal Responses............................................. 92 Multiple FAQs ................................................................. 86 Single FAQ ...................................................................... 85 Faxing a Response Letter ................................................... 106 Find all your open cases ..................................................... 147 Find E-mail Addresses ............................................... 164, 203 ALLCONTACTSEMAILS.................................... 164, 203
IRMS User Guide Case Contacts .................................................................202 Global Address List........................................................202 IRMS Users ....................................................................202 Representatives...............................................................202 Find E-mail Addresses........................................................164 Find E-mail Addresses screen.............................................202 Finding Deleted Cases ........................................................242 Finding Documents.............................................................240 Finding Frequently Asked Questions..................................223 Finding Representative Name and Address............137, 235 Form Menu ...........................................................................51 Frequently asked Questions ................................................131
G General Information Add.................................................................................233 Modify............................................................................234 General Information Maintenance..................................233 General Information Table ..............................................128
H Help Menu............................................................................64 How to use this guide..............................................................1
Backup ........................................................................... 191 Basic Month View ......................................................... 185 Detail Month View ........................................................ 186 Maintain Resources........................................................ 188 Monthly Shift Resource Report ..................................... 189 Proxy.............................................................................. 191 Resource Unavailability Report ..................................... 192 On-Call Unavailability ....................................................... 191 Optional Fields Case ............................................................................... 145 Contact........................................................................... 124 Question......................................................................... 130
P Print a Case Snapshot ......................................................... 160 Printing a Response Letter ................................................. 104 Printing a Response Summary Report................................ 181 Printing Envelopes ............................................................. 182 Printing Labels ................................................................... 182 Processing the Written Response ....................................... 104 Proxy Resources................................................................. 191 Pulldown Menus Window ..................................................................... 63, 64
Q I Importing Case Attachments ...........................................................142 IRMS Help............................................................................24 IRMS Main Menu...............................................................49 IRMS Support Contact Support..................................................................5 How Support Works...........................................................5 Reporting a problem...........................................................5
L Labels.................................................................................161 Literature Requests ..........................................................162
M Master Contact Required ......................................................75 Modify FAQ................................................................................230 General Information Record...........................................234 Multiple Abstracts ................................................................83 Multiple FAQs ......................................................................86 Multiple Resolutions.............................................................86 Multiple Verbal Documents Multiple Ve ......................................................................88 My Inbox ...........................................................................194
N Navigation Bar......................................................................13 Notes...................................................................................141
O On-Call Staff Calendar .......................................................184 258
Question Classification......................................................... 85 Question Notes ..................................................................... 85 Question Owner ................................................................... 89 Question Status..................................................................... 89 Question Sub Classification ................................................. 85 Quick Response Letter ....................................................... 155
R Radio Buttons....................................................................... 15 Read General Information screen ................................... 231 Recording Sources Checked............................................... 135 Reference Manager ............................................................ 102 Referring a Case to Another Department ........................... 140 Refreshing Table Values ...................................................... 27 re-Merge ............................................................................ 103 Re-opening A Case............................................................. 166 Re-Opening a Completed Response Letter......................... 178 Rep Memo......................................................................... 205 Rep Notification Processing screen.................................. 205 Report a problem.................................................................... 5 Reporting a problem............................................................... 5 Reports Menu ....................................................................... 62 Representatives screen...................................................... 236 Require a Password to Close a Case........................... 116, 118 Reset Security ..................................................................... 27 Resolutions Multiple Resolutions........................................................ 86 Optional Field .................................................................. 86 Response Letters Batch Process................................................................. 112 Response Letters Screen Field Definitions ............................................................ 251 Response Letters Screen Toolbar ......................................... 70 Restrict Viewing Resolution................................................. 83 Right Click Menu for the Contact Section ......................... 120 Right Click Menu for the Question Section........................ 125
Index Right-click menus ...............................................................16
S Scroll Bars ............................................................................12 Scroll Wheels........................................................................12 Search Case Logs........ See IRMS Query and Reporting Guide Searching the Account Table ......................................149, 219 Searching the Contact Table ...............................................150 Searching the Rep Table .....................................................152 Select a Rep by Last Name ...............................................139 Setting your password...........................................................26 Shortcuts menu from the Document Maintenance Screen ....67 ShortCuts Menu in Case Entry .............................................65 Shortcuts menus from the Response Letters screen.............66 Show Full Menus..................................................................22 Signature Maintenance Screen..............................................30 size........................................................................................51 Source Master ...................................................................136 Spell Check...........................................................................19 Starting a New Case..............................................................75 Starting and Logging into IRMS...........................................25 Status Bar..............................................................................21 Submitting a Letter for Print/Fax/E-mail.......................110 System Menu ........................................................................60
T Tables Menu .........................................................................58 Text Boxes............................................................................14 Toolbar Buttons ....................................................................12 Toolbar for Case Entry .........................................................68 Tools Menu...........................................................................55 Training ..................................................................................7 Transaction Types Automatically Added to Case Log .................................173 Transfer the Current Case...............................................153
U User Group ............................................................................. 9 User Preferences................................................................. 30 AE Tab............................................................................. 38 Case Entry Tab................................................................. 32 Case Query Tab ............................................................... 35 Contact Tab...................................................................... 37 Copy Case Tab................................................................. 39 Document Tab.................................................................. 41 E-mail/PDF/Fax Tab........................................................ 42 Folders Tab ...................................................................... 44 Letter Tab......................................................................... 45 Other Tab ......................................................................... 47 Using FAQ Information in a Response .............................. 134
V Verbal Documents Multiple Verbal Documents............................................. 88 Verbal Response................................................................... 92 View a Case Snapshot ........................................................ 160 Viewing Attached Documents to the FAQ ......................... 133
W Website Education ........................................................................... 4 New Releases..................................................................... 4 Training ............................................................................. 4 Window Menu...................................................................... 63
Z Zoom Text Box .................................................................... 17
259
IRMS User Guide
REVISION HISTORY Rev
Release
Date
Author
Comments
1.0
5.8.5.0
04/01/2010
Cheryl Nabors
Chapter 4 – Case Entry Step 2 –Adding a Contact Add explanation for Copy Contact to New Case. Chapter 4 – Case Entry Step 8 –Completing a Case Add explanation for Sending Email to Rep when Case is Closed. Chapter 5 – Additional Case Entry Functionality Create Quick Response Letter section Update section for new “QuickLetterAction” Division Parameter. Chapter 5 – Additional Case Entry Functionality E-mail Case Information section Update section with Division Parameters and Finding E-Mail Addresses window for Representatives. Chapter 5 – Additional Case Entry Functionality Case Audit Trail Report section Update report example for Case Audit Trail. Chapter 7 – Other Functionality My Inbox section Hide explanation for changing My Inbox Chapter 8 – Finding Information Searching Communications Log Information section Add explanation for the View button. Add note for encrypted data. Chapter 8 – Finding Information Searching Deleted Cases section Add section for Searching for Deleted Cases.
1.0
5.8.4.2
12/31/2009
Cheryl Nabors
Chapter 3 –IRMS Main Menu, Menu Bar and Toolbars User Preferences Section Rework and update all tabs and sections. Add “AEINBOX” to Other Tab. Chapter 4 – Case Entry Step 4 – Entering Basic Case Information Update Time To 1st Response and Complete explanation Chapter 5 – Additional Case Entry Functionality Case Entry Toolbar section Add Include Report Name explanation in E-mail Case Info section Rework Transfer the Current Case section. Chapter 5 – Additional Case Entry Functionality Copy the Current Case section Rework Copy the Current Case explanation. Chapter 7 – Other Functionality My Inbox section Add explanation for AE Folder
260
Index Rev
Release
Date
Author
Comments
1.0
5.8.4.0c
11/02/2009
Cheryl Nabors
Chapter 4 – Case Entry Step 4 – Entering Basic Case Information Update Case Entry Windows, Add explanation for Case Product. Chapter 4 – Case Entry Step 6 –Creating A Response Letters Update explanation for Signature for Case Product parameter. Chapter 4 – Case Entry Step 7 –Processing the Written Responses In merge explanation, add Note for Reference Manager Update explanation for Batch Processing for Response Letters, Add explanation after the letter/fax/email process section for Save feature. Chapter 6 – Response Letters Entering CCs for Response Letters Update explanation for E-Mail and Blind Add explanation for the Save checkbox.
1.0
5.8.4.0
08/04/2009
Cheryl Nabors
Chapter 4 – Case Entry Step 4 – Entering Basic Case Information Update explanation for CC? field.
1.0
5.8.3.3
05/12/09
Cheryl Nabors
Chapter 4 – Case Entry Add shortcut keys Chapter 5 – Additional Case Entry Functionality Case Entry Toolbar section Update Searching for Contact Information section for new message window and note about languages. Chapter 5 – Additional Case Entry Functionality E-mail Sales Representative section Change E-mail Sales Representative description to E-mail Case Info. Chapter 8 – Finding Information Searching for Contacts section Redirect user to Chapter 5 – Searching for Contact Information for complete explanation on using Contact Search.
1.0
5.8.3.2
04/08/2009
Cheryl Nabors
Chapter 4 – Case Entry Add shortcut keys Chapter 5 – Additional Case Entry Functionality Case Log section Add PC Transaction Types automatically added to the Case Log to table.
1.0
5.8.3.1
03/15/2009
Cheryl Nabors
Chapter 5 – Additional Case Entry Functionality Case Correspondence section Update section, add note for Email Templates Chapter 8 – Finding Information Searching Communications Log Information section Add explanation for Division Parameter “SaveCaseSnapshotAsAttachment”
261
IRMS User Guide Rev
Release
Date
Author
Comments
1.0
5.8.3.0
12/15/2008
Cheryl Nabors
Chapter 1 –Introduction Scroll Wheel Section Add Scroll Wheel section for .dll Chapter 3 –IRMS Main Menu, Menu Bar and Toolbars Edit Menu Section Update Edit menu for Office Clipboard Chapter 4 – Case Entry Step 5 –Verbally Responding to a Requestor Add explanation for FAQResponseStatuses Division Parameter Chapter 4 – Case Entry Step 6 –Creating A Response Letters Add explanation for Use Question Docs Chapter 4 – Case Entry Step 7 –Processing a Written Response Add explanation for Process Replacements button on the Fax Message screen. Chapter 5 – Additional Case Entry Functionality Case Log section Add table with Transaction Types automatically added to the Case Log.
1.0
5.8.2.3
02/15/2009
Cheryl Nabors
Chapter 8 – Finding Information Searching Communications Log Information section Add explanation for Division Parameter “SaveCaseSnapshotAsAttachment”
1.0
5.8.2.1
07/07/08
Cheryl Nabors
Chapter 4 – Case Entry Step 2 –Adding a Contact Add note for indicating when the Question section turns yellow. Chapter 5 – Additional Case Entry Functionality Case Correspondence Management Add explanation about when a follow-up is automatically created. Chapter 6 – Response Letters Update Print Letters section
262
Index Rev
Release
Date
Author
Comments
1.0
5.8.2.0
04/01/2008
Cheryl Nabors
Chapter 4 – Case Entry Step 3 –Adding a Question Add explanation for Add/Update Contact from Case Entry. Add explanation for Add/Update Account from Case Entry Chapter 4 – Case Entry Step 7 –Processing a Written Response Add explanation for Completed Response Letters about Topic and Category. Chapter 4 – Case Entry Step 8 – Completing a Case Add explanation for how Require a Password to Close a Case option works Chapter 5 – Additional Case Entry Functionality Right Click menu for Contact section Update right click menu and explanation for Add Contact and Add Account. Chapter 5 – Additional Case Entry Functionality E-mail Sales Representative section Update E-mail Sales Representative explanation, add explanation for Save Options and Case Attachments. Update section with explanation for Find E-mail Addresses screen Chapter 5 – Additional Case Entry Functionality Printing Case Snapshots Rewrite and update View a Case Snapshot section. Add description for “SaveCaseSnapshotAsAttachment” Division Parameter. Chapter 7 – Other Functionality E-mail Corporate section Update E-mail Corporate explanation, add explanation for Save Options and Case Attachments. Update section with explanation for Find E-mail Addresses screen Chapter 8 – Finding Information Search Account section Update Search Account screen and explanation to Update
263
IRMS User Guide Rev
Release
Date
Author
Comments
1.0
5.8.1
11/15/2007
Cheryl Nabors
Chapter 4 – Case Entry Step 1 –Creating a New Case Add explanation for Master Contact Required processing Step 2 –Adding a Contact Add Auto Populate Email button explanation Add Cases by Contact explanation. Step 3 –Adding a Question Add Question Notes button explanation Add FAQ & Multiple FAQ functionality Add Classification and Sub Classification explanation Step 8 –Completing a Case Add note for Business Rule Requirements processing. Chapter 8 – Finding Information Finding Contacts section Update Contact Search screen for 3 of 5 search and Cases by Contact Add Cases/Questions by Contact section Update Finding Documents for modifying Document Search Display List Chapter 8 – Finding Information Finding Cases/Questions by Case section Add Cases/Questions by Contact section Chapter 8 – Finding Information Finding Documents section Update Document Search Display List explanation for Results List Chapter 8 – Finding Information Finding FAQs section Update Access Level for FAQs
1.0
5.8.0
09/01/2007
Cheryl Nabors
Reformat Guide to meet new Guide Documentation Standards Chapter 5 – Add’l Case Entry Functionality Functionality of the Shortcuts Menu for Case Entry Section Update Case Log subsection. Chapter 5 – Add’l Case Entry Functionality Functionality of the Shortcuts Menu for Response Section Update Case Log subsection. Chapter 9 – Other Functionality Staff Calendar section Update Staff Calendar screen shots for new layout My Inbox section Update explanation for number of cases next to the folder label Print Representative Memo section Add Note for watermarks on Rep memos. Chapter 9 – Finding Information Searching Case Log Section Update Searching Case Log subsection.
1.0
5.7.1
05/15/2007
Cheryl Nabors
Chapter 7 – Finding Information Add section for Communication Log Step 6 –Creating a Response Letter Add Security Restrictions section
264
Index Rev
Release
Date
Author
Comments
1.0
5.7.0
04/01/2007
Cheryl Nabors
Chapter 2 – Launching IRMS On-Call Staff Calendar Section Update new On-Call Staff Calendar processes Chapter 4 – Case Entry Step 2 –Adding a Contact Add Add/Update Contact Master from Case Entry Explanation Step 3 –Adding a Question Add Multiple Abstracts explanation Add Multiple Resolutions explanation Add Multiple Verbal Documents explanation Add Contact to Question section Step 6 –Creating a Response Letter Add change Enclosure Display explanation (8.) Update Search Enclosure screen Step 7 –Processing a Written Response Add explanation for Batch Processing Chapter 6 – Printing Representative Memos Add Liaison to Rep Notification screens
1.0
5.6.0.3
11/29/2006
Cheryl Nabors
Chapter 1 – Introduction Getting Around in IRMS section Update About IRMS screen Chapter 3 – IRMS Main Menu, Menu Bar,… Menu Bar section Update Tools Menu section with Logged in Users Chapter 4 – Case Entry Step 7 –Process Written Response Processing a Group of Submitted Response Letters section… Add Display Progress Bar during Batch Printing Steps to Creating a Response Letter section, Step 8 Update Enclosure section on Response Letter screen Chapter 7 – Finding Information Finding Records with a Query section Step 6 – Navigate to appropriate tab section
1.0
5.6.0.1
06/30/2006
Cheryl Nabors
Chapter 4 – Additional Functionality of the Basic Case section Add Insert Link button and rework section Ch 7-Finding Information Search Case Log section Add Notes field for search
265
IRMS User Guide Rev
Release
Date
Author
Comments
1.0
5.6.0
5/02/2006
Cheryl Nabors
Chapter 3 – IRMS Main Menu… Menu bar section Update menu options with new screen shots for menus Chapter 3 – IRMS Main Menu… Menu bar section, System menu Update System menu options with new screen shots and submenu options. Menu bar section, Tools menu Add Search Case Logs option to the Tools menu. Chapter 3 – IRMS Main Menu Menu bar section, Shortcuts menu from the Case Entry screen Add Case Audit Trail option Chapter 3 – IRMS Main Menu … Case Entry Toolbar section Move Rep button after Contacts Chapter 4 – Case Entry Screen Shot Update Case Entry Screen Shot Chapter 4 – Step 2 – Adding a New Contact Update the optional fields Attention/Dept, Contact Phone, and Specialty in this section. Document new Primary Contact field/ Chapter 4 – Step 3 – Adding a New Question Update the optional fields Abstract, Resolution and Owner in this section Chapter 4 – Step 4 – Entering Basic Case Information Update the Completed Date information with updating the completed case date option. Chapter 4 – Step 6 – Creating the Written Response Update section for 50 Enclosures maximum. Chapter 4 – Step 7 – Processing the Written Response Update the Change Status of Case field with “Password to Complete a Case with an open AE of PC” case constraints. Chapter 4 – Additional Functionality of the Contact section Add “Optional Fields in the Contact” section Chapter 4 – Additional Functionality of the Question section Add “Optional Fields in the Question” section. Update Using the Frequently Asked Question Screen section with FAQ ID Chapter 4 – Additional Functionality of the Basic Case section Add “Optional Fields in the Basic Case” section Chapter 4 – Additional Functionality of the Case Entry Toolbar section Add Reps button explanation to the section. Chapter 4 – Functionality of the Shortcuts Menu section Emailing Representatives Update section with the Save Options checkboxes. Updatae section with “ALLCONTACTSEMAIL” parameter Chapter 4 – Functionality of the Shortcuts Menu section Display all new and existing cases Update “Cases Requiring Your Attention” screento “Attention” screen. Update My Inbox section with High Priority cases in Red Chapter 4 – Functionality of the Shortcuts Menu section Case Audit Trail Add Case Audit Trail section. Chapter 7 – Searching Case Log Information Add section for Searching Case Log Information
1.0
5.5.12.4
04/12/2006
Cheryl Nabors
Add On-Call Staff Calendar section (Added after User Preferences) Update Default Save As Location Add to “Export Files To” on the Folder Tab in User Preferences section
266
Index Rev
Release
Date
Author
Comments
1.1
5.5.12.1
01/05/2006
Cheryl Nabors
My Inbox Modifications Add My Inbox Options to the Case Entry tab on the User Preferences screen Add My Inbox to Tools Drop Down Menu Add My Inbox to Case Entry Add My Inbox to Additional Methods to Find Cases Add Cancel Button to Pop Up Reason Window Change Deleting a Case Change Referring a Case Change Reopening a Case Change Deleting the Current Response Letter Change Reopening a Response Letter Client Data Field Modifications Add “Memo Fld” explanation to Client Data Fields screen Add Client Data screen to Query Screens, update other query screens Change the location of the Delete button Update Case Entry Screen Toolbar Add Auto Refresh Option Add “Automatically Reset Security Settings” to the Other tab on the User Preferences screen. E-mail Representative drop down Display Representatives and Users Copy Cases Changes Add “PC Data” and “RMP Data” to the Copy Case tab on the User Preferences screen Change Items to Copy section of the Copy Requests or Mail Merge Data screen. Add description for Contacts on the Copy the Selected Information section of the Send Copy of this Case to another Department. Product Complaint Changes Change the Product Complaint… tab on the Case Query screen.
1.0
Initial Issue
09/15/2005
Susie Pierce
Last Revision
267
