Contact APPROACH Support

For support in using APPROACH, including requests for access, bug reporting, data requests, technical support, and more, please follow the instructions below for your region.

Alberta Users

For all of your APPROACH Support needs, including password resets, request for access (new account creation/account changes), reporting a bug, datapull requests, technical support, enhancement requests, and anything else, please visit the APPROACH Service Desk located on the CSM Clinical Research Unit website. Clicking the link or the button below will open the site in a new window/tab.

If this is your first visit, you will be required to sign up, but the process is quick and easy, and you'll have access right away. If this is not your first visit, simply sign in and then select from the service options provided. There is even a Knowledge Base with answers to frequently asked questions.

APPROACH Helpdesk - Powered by Jira: FAQs

What is Jira?

Answer: Jira is a proprietary issue tracking system that is very user friendly and easy to use. We implemented an Approach Service Desk in Jira on May 14th, 2018. To use Jira effectively, you need to be a Jira user but this is not mandatory. Please note that you must open a Jira APPROACH Service Desk ticket for any issue, as technicians must address them in the order in which they are received. The support telephone number is for emergent issues that require higher level support, or general information. Anybody with access to Jira can raise requests for:

    • password reset,
    • access for new users,
    • account reactivation/deactivation for the existing users,
    • reporting bugs,
    • data pulls,
    • technical support,
    • enhancement requests or
    • any other questions.

Once an issue is raised, the Jira system will notify everyone listed on the ticket of updates. Users can have a look at the status/history of the issue and can ask follow up questions and add further information/comments. Users don’t need to send separate email to ask follow up questions about the raised issue but instead are encouraged to add comments within the ticket in Jira.

Is Jira a part of Approach?

Answer: No. Jira and Approach are separate systems. We use Jira for managing issues raised by Approach users on a priority-based “first come, first serve” basis.

How can I create an account in Jira?

Answer: This is easy. Just send us an email to support@approach.org from the email address that you want to use to communicate with Approach Team. The Jira Service desk will automatically send you an invitation link to register as a Jira user. After that, you need to provide your name and password to create your account. Then, you can login at any time and raise a request for any issues that you need help with.

How do I access Jira / APPROACH Service Desk to put in a request?

Answer: Log in to the APPROACH Helpdesk powered by Jira using the button below:

Do I need to contact the Approach support team to reset my Jira user password?

Answer: No. You can do it by yourself by using the ‘Can’t log in?’ link.

What is the most effective way of asking a follow up question for an existing issue in Jira?

Answer:

    • The most effective way is to log in to Jira at http://help.approach.org and to review your tickets linked to your account. These are indicated on the top right hand side of your screen next to the magnifying glass.
    • Select Created by Me option or the All option

You can refine your search further by:

    • searching for some particular text that you know the request contains /
    • searching whether the issue is open or closed /
    • searching whether the issue was created by me or where I am a participant or whether created by anyone
    • searching by the request type.

Another effective way is after you have raised a request:

Jira will acknowledge the requester by sending an email with a ticket number that looks something like ASD-1234. To provide more information to the issue or to ask follow up question you can just reply to the email, or you can send a new email to support by putting the ticket number in the subject line but enclosing it in a bracket like this [ASD-1234]. So, the newly created email will be attached to the old ticket as a comment otherwise it will be registered as a new request ticket in Approach Service Desk.

Users Outside of Alberta

Cohesic is excited to announce we are transitioning to Zendesk from our existing Jira IT Ticketing process. Zendesk will be our new Tier 2 and Tier 3 APPROACH support solution effective May 28th, 2019.

HOW THIS WILL IMPACT YOU:

Starting May 28th, 2019, APPROACH Site Administrators OUTSIDE OF ALBERTA will use Zendesk to submit all Tier 2 and 3 support requests. Please refer to the Instruction Guide for more details.

NEXT STEPS:

Please ensure you communicate this information with APPROACH SIte Administrators and those you feel would benefit.

Updates will be available on our Zendesk site. We are working on an APPROACH knowledge library to provide useful materials for users.

FOR MORE INFORMATION:

If you would like more information regarding your role as an APPROACH Site Administrator please contact Dena Shlah.

Thank you for your ongoing cooperation. We look forward to continuing to provide the highest level of service with this new solution. Please do not hesitate to contact us if you have any questions or concerns.

Users Outside of Canada

Cohesic is excited to announce we are transitioning to Zendesk from our existing Jira IT Ticketing process. Zendesk will be our new Tier 2 and Tier 3 APPROACH support solution effective May 28th, 2019.

HOW THIS WILL IMPACT YOU:

Starting May 28th, 2019, APPROACH Site Administrators OUTSIDE OF CANADA will use Zendesk to submit all Tier 2 and 3 support requests. Please refer to the Instruction Guide for more details.

NEXT STEPS:

Please ensure you communicate this information with APPROACH SIte Administrators and those you feel would benefit.

Updates will be available on our Zendesk site. We are working on an APPROACH knowledge library to provide useful materials for users.

FOR MORE INFORMATION:

If you would like more information regarding your role as an APPROACH Site Administrator please contact Dena Shlah.

Thank you for your ongoing cooperation. We look forward to continuing to provide the highest level of service with this new solution. Please do not hesitate to contact us if you have any questions or concerns.