Send User to MDClone for Support

Purpose: MDClone provides all support for WashU MDClone user questions related to the MDClone application. Examples include:

1. Project or query start-up consultations
2. Trouble shooting queries
3. Providing training sessions or demonstrations to groups, i.e., study teams, labs, departments, etc.
4. Trouble shooting synthetic data creation issues
5. Using advanced MDClone setting such as "Combined Events" and "Custom Expressions"

MDClone does not support account creation, connection issues, data extractions.

Steps

When an MDClone user emails i2help@wustl.edu, submits a ticket to the general ICS ticket system, or reaches out for support in any other manner:

1. Reply all and include MDClone support which is Michelle Schneider (Michelle.Schneider@MDClone.com) as of August 19, 2024
   1. If they submitted a ticket, either forward the notification that was received with the user and MDClone support included or copy and paste the ticket information into an email
2. Include a brief summary of the request in the email and whether you would like Michelle to:
   1. Reply with a potential answer
   2. Send times for a meeting
3. It may be helpful to send or share the users query with Michelle
4. If the user submitted a ticket, wait until MDClone replies and then you may close the ticket with a "Referred to another resource" or other similar status