Support for the MSAR application will include the use of a website, an email inbox (MSARsupport@DOT.gov), and support representatives. As part of required training users will be informed of the MSAR support website that can be used to resolve issues quickly. This site has links to a restricted access website that users may request access to if they desire additional collaboration. This restricted website provides users a forum where they can submit question or comments on any aspect of the MSAR application or one of its related workflows. This will be moderated by MSAR technical support representatives who will be notified as new content is added.
In addition to the support website, users in need of technical support will need to submit requests to the MSAR support inbox. This can be done through some simple links that have been added to the mobile application and the portal. This inbox will be monitored by MSAR technical support representatives regarding functionality of the MSAR application should review the following checklist before submitting issues to the MSAR support inbox.
All users should:
1. Visit the MSAR Application Support Page
2. Take the user training for the MSAR application
3. Review the FAQ (Frequently Asked Questions) list
4. Review the supported platform list
5. Review the MSAR tips and tricks list
6. Review the known issues list
7. Review the user forum for suggested work arounds or official comment (closed site access)
8. Understand that if you are in the field and cannot resolve issues with the application default back to the legacy paper process and contact support when possible.
9. Understand the information that should be provided when using the MSAR support inbox. ( A Form might be developed for this)(Not all information is required but please try to provide as much as possible)
a. All requests should include a name and contact phone number (please supply the number used for business)
b. Mobile Device Application Issues/Comments
i. Include the make and model of your device
ii. The Operating System (if possible)
iii. Relevant screen shots of any errors you may experience
iv. Brief description of the problem
c. Portal Issues/Comments (Sales Force portal)
i. The Operating System of the Device
ii. Type of Browser and version number
iii. Brief description of the problem
d. Workflow Issues/Comments
i. Name of Workflow – DSR or DDIR
ii. Relevant screen shot of issue or a description
iii. Brief description of issue
iv. Suggested change to workflow
Technical support teams will be manned by workflow owners. They will evaluate each request and work to determine the right course for resolution. This may include a simple email to the user with basic instructions, more advanced one on one training on issues within a workflow to make sure they are using the tool correctly, and, in some cases, bug reporting to the Run Consulting for resolution. The group will be responsible for scanning the website forums, and support inboxes as needed.
Users must request access to use the DSR/DDIR workflow via their respective ER (Emergency Relief) division coordinator. The division coordinator is responsible for authorizing user access to the MSAR application. Prior to account creation users must take training on “How to use DSR/DDIR” workflows to ensure data integrity and proper use.
Any emergencies should be escalated to the users ER\ERFO Division Coordinator who will then escalate to the Federal Coordinator if needed.