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To help us diagnose and fix your problem sooner, be sure to provide as much detail as possible."}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":137},"layout":"default","localId":"0a2f6664-4b05-48bb-ba30-d2256d877f93"}},{"type":"heading","attrs":{"level":6,"localId":"bf099d3c-02d8-48a2-b87f-a0d20a8bb6d0"},"content":[{"type":"text","text":"P1 - Critical Large-scale impact affecting multiple users/departments","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"a0809f72-0e31-4780-8e5e-1eca8dbd3ece"},"content":[{"type":"text","text":"Example: Complete system outage","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"19d6e856-2938-4da0-aa13-c27ebd4de00c"},"content":[{"type":"text","text":"P2 - High Significant impact but with some workaround possible","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"ce293087-cdc2-470a-873b-b5028f1cb4cc"},"content":[{"type":"text","text":"Example: Critical application errors","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"0b467689-af3f-4c9e-826a-2baefcc24802"},"content":[{"type":"text","text":"P3 - Medium Limited impact on business operations","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"03ee7446-b85e-42bd-9184-b503b3e51c9b"},"content":[{"type":"text","text":"Example: Single user problems","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"728100a9-bfa3-4790-86d2-4490429d5dd2"},"content":[{"type":"text","text":"P4 - Low Minimal business impact","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"cda105f5-14b7-4bb6-8a40-c1beab8bd943"},"content":[{"type":"text","text":"Example: General questions and enquiries","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"be606b47-d91d-459b-be8c-79f9b6ed5ea7"},"content":[{"type":"text","text":"P5 - Planning No immediate impact on business operations","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"5c77dc18-a27f-4b2d-bfc4-396aa6120fb8"},"content":[{"type":"text","text":"Example: Feature requests","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":19},"layout":"default","localId":"22060df5-d03d-4f9b-81f7-ec7044b470e4"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":136},"layout":"default","localId":"706256cf-d97c-41f4-88aa-e5655b202102"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":85},"layout":"default","localId":"f2057686-d783-4884-a79e-e42f9c63a102"}}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"error"},"content":[{"type":"paragraph","attrs":{"localId":"21c872c3-aea1-49d0-8c7c-191fa2a3fa68"},"content":[{"type":"text","text":"This means the Pet owner did not complete the booking. On a rare occasion pet owners can mistake the appointment summary as booking confirmation and do not press the blue button “Confirm Appointment”. "}]},{"type":"paragraph","attrs":{"localId":"d2fd8da0-7813-4a57-83fd-42e07f1c4c3f"},"content":[{"type":"text","text":"The fact the appointment does NOT appear in the appointments screen on PetsApp confirms this is the case. "}]}]},{"type":"paragraph","content":[]}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"info"},"content":[{"type":"paragraph","attrs":{"localId":"4c0c9fe6-5997-4239-b9a1-217d00dff81a"},"content":[{"type":"text","text":"Please check that a team member has not cancelled or moved this appointment on the practice management system. It is extremely rare for an appointment to appear in the dashboard, and NOT appear in the practice management system, as PetsApp needs the practice management system to confirm the appointment before it is displayed in PetsApp. "}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":30},"layout":"default","localId":"f0ece639-77e5-4c52-a90d-cee15bd613a9"}}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"success"},"content":[{"type":"paragraph","attrs":{"localId":"12162f69-a64b-472a-bc4d-1c4e257585a5"},"content":[{"type":"text","text":"Great News! We are glad it's been resolved."}]}]}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"warning"},"content":[{"type":"paragraph","attrs":{"localId":"427d7ffa-f705-4ee7-a10e-15d62a9a8903"},"content":[{"type":"text","text":"I am sorry to hear this did not resolve your issue. Please provide as much detail about your issue as possible to help us fix it promptly for you. "}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":33},"layout":"default","localId":"2c9b9cbb-b047-40ee-8f5a-f249262cda4b"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":38},"layout":"default","localId":"39f21dc3-24a1-4616-8580-2dfb5fc4d91c"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":103},"layout":"default","localId":"da684170-57fa-4345-b693-f8b537bc54d1"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":100},"layout":"default","localId":"929e9e74-19f2-4ea8-9003-019587f538c9"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":86},"layout":"default","localId":"6d535905-260a-4c05-911b-117934fc62d2"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":101},"layout":"default","localId":"2e13b238-f1f1-4e8c-a223-909a074eacfc"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","attrs":{"localId":"269481a4-c16d-4212-8749-c1c7a725ae23"},"content":[{"type":"text","text":" Please confirm the following before submitting a support ticket…"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":88},"layout":"default","localId":"ce18e7d5-1c41-4fd7-b2ca-132c413cf1c1"}},{"type":"panel","attrs":{"panelType":"info"},"content":[{"type":"paragraph","attrs":{"localId":"eda0a413-aacd-470a-ae32-381c6e3f7073"},"content":[{"type":"text","text":"PetsApp has it own rules on when a client can book which can be set by you, but will also follow the same rules as your reception team will. If they are unable to book an appointment for a certain time, PetsApp won’t be able to either."}]}]},{"type":"panel","attrs":{"panelType":"note"},"content":[{"type":"paragraph","attrs":{"localId":"984cb029-a347-4b86-b2b4-8d10a655bea6"},"content":[{"type":"text","text":"Here is a guide on how to set the rules up on PetsApp."}]}]},{"type":"panel","attrs":{"panelType":"warning"},"content":[{"type":"paragraph","attrs":{"localId":"4e2a3599-c0d6-4165-badd-9ee0663d34b5"},"content":[{"type":"text","text":"Please be aware that in the "},{"type":"text","text":"Merlin","marks":[{"type":"strong"}]},{"type":"text","text":" practice management system, if the default option “Allow multiple bookings” is ticked this can allow PetsApp to book into an already booked time slot. "}]}]},{"type":"paragraph","attrs":{"localId":"d1f49d7b-8b14-449b-8bcb-760f1db3b40f"},"content":[{"type":"text","text":"If you have ticked the boxes, please continue to fill out the rest of the form below. 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