e-Resolve is the HMIS Customer Support’s on-line issue reporting system. This web-based tool has been designed and implemented to enable you to manage your issues and to allow us to provide the best customer support possible. By using this system, we will be able to respond to your questions and concerns in a timely and efficient manner.

Use of this system requires that you have a web browser and an e-mail account.

1. Contact HMIS Technical Support for a user name and password.
2. Using your web browser, navigate to the HMIS e-Resolve web site at http://216.204.136.106/hmis/. Or, from the HMIS web site (www.hmisinc.com) select Support > e-Resolve.
3. At the login screen, enter your UserName and Password and click the Login button.
    
   Note: You may check the box ‘Save my password and skip this screen in the future’ to avoid having to enter your password each time you log in.
4. If this is your first visit to e-Resolve, it is recommended that you change your password to protect your privacy.

1. Log into e-Resolve.
2. Click on the “My HelpDesk” tab at the top of the window and select the “Change Password” option.
3. You will be prompted to enter a new password and then re-enter to confirm the password.
4. Click the Submit button.

1. Select “Report an Issue” from “My Helpdesk” when logged into e-Resolve.
2. Enter a brief summary of the issue on the Subject line selecting key words.
    
   Examples: "Can't post batch", "Need to schedule install".
    
   Note: Do not begin your subject with Re: unless you are responding to a previous e-mail notification from e-Resolve.
3. Describe in detail the steps necessary to recreate the problem being reported. Provide the exact error as listed on the screen and attach a screen shot by selecting the Attach button on the issue, if applicable.
4. Click the Attachments tab to add attachments to issue. Attachments may include screen shots, SQL traces, etc. Whenever possible, please zip the attachments.
5. Select the version of HMIS the User is currently experiencing the issue with. User can get this information from HMIS by navigating to Help/About.
6. Select the Module the User is reporting the issue on.
    
   Example: Property Inventory, Commissions etc.
7. Select a priority from the Priority drop down list. Otherwise, the issue will be defaulted to “3-Medium”.
    
   • Urgent - Your system is not operational, e.g. system crash, inability to connect to your database, and you require immediate assistance.
   • High – Your issue has resulted in data integrity/reporting problems.
   • Medium – You require assistance with a routine operation or need some assistance with how to perform a specific function.
   • Low – Your issue does not require a quick response.
8. Press Submit to submit the issue.

1. Enter a brief summary of the issue on the subject line.
2. Describe in detail the steps necessary to recreate the problem you are reporting. If you’ve received an error message, provide the exact error as listed on the screen, or attach a screen shot.
3. Enter the version of HMIS you are currently experiencing an issue with. You can get this info from the HMIS screen by selecting “Help/ About”.
4. Select the module you are reporting the issue on.

These few steps will not only assist in resolution time, but they will also save on the back and forth time to gather the necessary information from the beginning, therefore saving on your “Allotted Support Hours” as well.

1. Send an email to  with the subject line formatted with Re: Issue #####
   
   Example: Re: Issue 12345
   
   The email will generate an activity which is added to your existing issue, notifying HMIS Customer Support that additional input has been added to the issue.
   
   OR
   
2. You can log into e-Resolve and select either “My Open Issues” or “My Company's Open Issues” from the “My Helpdesk” pull-down.
   
   Select the issue number for a response to be added and select Return.
   
   Select the “New Activity” button on the bottom of the screen. You should enter pertinent information you wish to send to HMIS for this issue.

1. After logging into e-Resolve, click “My Issue History” from the “My Helpdesk” pull-down to display a list of all of your issues regardless of issue status. The total number of issues is displayed in the upper left hand corner and the number of pages is displayed in the upper right hand corner.
2. The default number of issues that is displayed on one page is 10; however, you may change the number to customize your view. Simply change the ‘ending number to display per page’ and click the Go button. The page will be refreshed.
3. Click on any issue to navigate to that issue.
4. Once an issue is displayed you can:
    
   • Click on the Activities tab to add additional information to the issue.
   • Click on the Attachments tab to add attachments to the issue.
   • Click on the Report tab to display all of the issue fields and activities for the issue.
5. You can open multiple issues at the same time. For example, if you have a list of issues, you can click on more than one issue and a window will be displayed for each. If you would like to see more than one at the same time, resize each open window. Then move the windows around the screen to see them all at the same time.

1. From within e-Resolve, click on Company Issue History from the “My Helpdesk” pull-down to display a list of all issues for your company.
2. If you are the only user from your company with access to e-resolve, then the displayed list will be the same as the My Issue History list.
3. If there are multiple users from your company with access to e-resolve, then all issues for all users in your company will be displayed.
4. Click on any issue to navigate to that issue.
5. Once an issue is displayed you can:
    
   • Click on the Activities tab to add additional information to the issue.
   • Click on the Attachments tab to add attachments to the issue.
   • Click on the Report tab to display all of the issue fields and activities for the issue

This menu options allows you to enter criteria to narrow the search through your issues.

1. Enter the issue number in the Issue # field to navigate to the selected issue.
2. Enter keywords in the Keywords field to display a list of all issues that contain the keywords in the issue subject, description, and solution fields. You may use % as a wildcard.
3. Enter a date in the Open Starting Date and Open Ending date field to narrow the search to issues entered between and including those dates.
4. Click the Search button to generate the issue list or click the Clear button to reset the fields.

Any person who is part of your company can view issues opened by someone at your company. Users from other companies do not have access to your issue history.

Only attachments marked ‘public’ are viewable by customers. If you believe you should have access to the attached document, contact HMIS Customer Support for assistance.

You can add an attachment to your issue by first logging into e-Resolve and navigating to the issue. Click on the Attachments tab and then click on the Browse feature. Navigate to the document to attach and then click the upload button.

Note: You can add as many attachments to the issue as you want.

Explore HMIS Customer Support's online Knowledge Base where you can obtain HMIS for Windows technical and product information from a database created and maintained by our technical support professionals.

To access the HMIS Knowledge Base log into e-Resolve and select “Kbase Search” from the “MyHelpDesk” pull-down menu.

1. Enter keywords in the keywords field to display a list of all Knowledge Bases that contain the keywords in the issue subject, description, and solution fields. You may use % as a wildcard. Leave this field blank to return all Knowledge Bases.
2. Using the Product drop-down, select an HMIS product to narrow the search to Knowledge Bases dealing with a specific product. To include all Knowledge Bases regardless of product, select All.
3. Click the Search button to generate the Knowledge Base list or click the Clear button to reset the fields.

Note 1: Prior to downloading a file, contact HMIS Customer Support for the URL to use for the download.

Note 2: Internet Explorer is the only web browser that is supported for use when downloading from the ftp site.

Note 3: You must have access to the Internet in order to download a file from our ftp site.

1. Double-click on the icon for Internet Explorer.
2. In the Address bar enter the URL provided by Customer Support and press Enter on the keyboard.
    
   Example:
   http://216.204.136.106/custdata/Releases/HMIS_8_12_2.zip
3. A screen will come up asking whether the file should be opened or saved to disk. Press Save and browse to a location on the drive where the file should be placed.
4. Once the download has finished, close out of Internet Explorer and locate the file that has been downloaded.

Contact HMIS Customer Support for instructions on uploading files to our ftp site. Please note that access to the Internet as well as the installation of ftp software is required in order to upload data to the site.

1. Log into Enterprise Manager and right-click on the database you have been asked to back up.
2. Select “All Tasks” then “Backup Database”.
3. Under “Destination” click the Add button and browse to the location where the backup should be saved.
4. Give the backup file a name (example: H_000_08242004.bak) and press OK. Press OK/OK and the backup procedure will begin.

Note: Access the Knowledge Base for a detailed explanation of backing up your HMIS database.