The IRIS website has a Contact Us page, and when users fill out the form on this page it sends a ticket to Helpdesk with the subject line "Webform Submission." These cover a diverse range of inquiries from various individuals, including current IRIS users seeking technical assistance, external parties expressing interest in implementing IRIS within their community, and current users in need of implementation support. These submissions are directed to IRIS Support and are also forwarded to designated IRIS Implementation Coordinators.  


Logging Time

All web form submissions should have at least 15 minutes assigned to them, regardless of their category.


Webform Submission Workflow

IRIS Support will operate as the primary point of triage for web form submissions. When IRIS Support receives a web form submission, they will determine whether it falls into one of two categories.  

  • Category 1: Technical Assistance Examples 
    • Current user access requests (unlocks, deactivations, activations)
    • New user access requests for existing communities 
    • New organization onboarding for existing communities 
  • Category 2: Community Support/Grey Area Examples
    • IRIS inquiries (new community or non-IRIS interest)
    • Community/organizational onboarding request from non-IRIS areas 
    • Current users that need implementation support 
    • Unclear request that could be related to community support 
    • Multiple conflicting requests 

 

Once the category has been determined, IRIS Support will either respond to the ticket or share it in Teams. When we receive a Category 2 web form submission, IRIS Support will do the following.


For Implementation Requests

  • Determine the appropriate Implementation Coordinator using the IRIS Communities Overview Airtable.
    • Note: For inquiries, tag Mary Orem if the individual is in Illinois. For all other states, tag Loretta Severin.
  • Include the ticket ID number and post a screenshot of the body of the ticket along with a brief description or additional context to the IRIS Help Desk Teams channel, tagging the appropriate Implementation Coordinator and tier 3 IRIS Support.
  • Tier 3 IRIS Support will work with the Implementation Coordinator to confirm if the web form submission is a community support ticket. 
  • IRIS Support will forward the web form submission to the appropriate Coordinator once identified and close out the ticket.  
    • Ticket type will be IRIS – Form Submission.

Note: If the ticket is determined to NOT be implementation, IRIS Support will resume ownership of it.  Tier 3 IRIS Support for further coordination and provide information back to IRIS Support as to why it isn't an Implementation ticket.


For Technical Assistance Requests

  • Determine what type of assistance is needed and use the Edit ticket details feature to change the Contact and Subject fields accordingly (see example images below).



  • Contact – enter the work email listed by the person who reached out.
  • Subject – check the requestor’s answer to ‘How can we help?’ and enter a brief description of the assistance needed.



  • Make sure to click on the Save button before exiting.



  • Assign the ticket type and handle the ticket as determined by its type – account unlock, user access change, etc.







Need help? IRIS Support | Last updated: May 22, 2025