What is the context?
As part of our ongoing commitment to delivering excellent customer service, we have reviewed our support desk processes, particularly how we gather information from clients when they raise a request.
We identified that requests for API support as an area we could improve the quality of our responses and expedite issue resolution and have developed a new form to gather this information more effectively.
What is the purpose of the article?
APIs are mechanisms that enable two software components to communicate with each other using a set of definitions and protocols. At Meddbase we have a number of inbuilt integrations along with several custom APIs.
If you are experiencing an issue with the API, you can raise a ticket in relation to this by clicking the submit a request option and selecting the "I have an issue with the API" from the drop down.
How to complete the request form
Below you will find the questions we will ask in relation to requests of this nature alongside some guidance on what we need you to provide.
Please note fields labelled with an *asterisk* are mandatory.
| Fields | Guidance | Example |
| Title of request* | Please provide a brief title in relation to your issue. | The Enterprise API is not working |
|
Which API this is regarding* |
Select one of the four options (Patient Portal, OH Portal, Enterprise or Other/Bespoke). | Enterprise API |
|
Is the affected API in Demo or Production* |
Select the appropriate option. *If you select 'Production' you will be asked to select a priority, this is linked to our existing priority framework which can be found here. |
Production *High |
| Chamber Name |
This is the unique code for your chamber and is helpful for us to know when your organisation uses multiple chambers. |
PROD123 |
|
Which endpoint or Operation is it regarding?* |
Please provide a URL if possible. | |
| Is the specification clear? | Select the appropriate option. *if you select No, a new text box will appear asking how we can improve the specification to be more clear. |
Yes |
|
How is the API varying from the specification? |
This is a free text box for you to provide recreation steps and examples of the issues with exact timings and details of the request parameters, payload and response. | We are seeing an upsert in response times and a number of users are receiving an error message. |
|
Please add any other relevant information* |
Here we are looking for any information not captured in the previous boxes that may help us with our investigation. | Hi team we are getting a number of reports of a slow return of available appointments in the booking portal - I have attached a list of the times that the requests were made and the response times, along with the error message they are receiving - please can this be investigated? |
| Attachments | Please attach any error messages or performance-related graphs that can help illustrate or provide insight into the issue. | Error message screenshot attached. |
Review date
This article was last updated on 16th December 2024