How to use the online eSM Support Request form

• a specific submitted New Prescription (NEWRX) or Refill Response (REFRES) was not received by the pharmacy
• the pharmacy received an eRx, but there was something wrong with it (incorrect amount, etc.)
• a validation error occurred when submitting the prescription

Note: If no prescriptions are being processed successfully, please call Kryptiq Customer Support at 866.906.6300 to report that you have a System Down problem.

1. Clinic Name, Contact Name, Contact Phone, and Contact Email should be self-explanatory
2. Rx Message ID - There are two ways to obtain the Rx Message ID, either from within the EMR or from the eSM management Console:
   1. Obtain Rx Message ID from EMR:
      1. Launch EMR client
      2. Open patient chart (Flags can also be viewed on the prescriber's or delegates desktop)
      3. Select Actions > View Flags (or press F1.)
      4. Locate the the Rx in question
      5. Scroll to the bottom of the window, and you will see the Transaction ID. This is the same as the Rx Message ID and can be entered into the eSM Support Request form
            or
   2. Obtain Rx Message ID from the eSM Administration Console:
      1. Log into the eSM Administration Console
      2. Click the Tracking tab
      3. Enter in the date, prescriber, or pharmacy in question
      4. Click the Filter button to locate the specific Rx. The Rx Message ID will be listed in the far-left column.
3. NCPDP ID - this is the pharmacy's ID number. It is obtained from the specific Rx Details tab:
   1. Log into the eSM Administration Console
   2. Locate the Rx (follow steps listed in 2B above)
   3. Click on the specific Rx
   4. Click on the Details tab (for older versions of eSM, click the Show Details button at the bottom of the window)
   5. Search the top part of the details window and locate the section marked:
      <Pharmacy>
          <Identification>
           <NCPDPID>123456</NCPDPID>
      
   6. The 123456 in the above example is the NCPDP ID number to be entered into eSM Support Request form
4. Prescriber SPI - the Prescriber SPI can be obtained either the Rx Details window explained above, or from the main eSM Administration Console
   1. Obtain Prescriber SPI from specific Rx Details tab
      1. Follow steps 3A - 3D above
      2. Scroll down to the middle of the Details window and locate this section:
         <Prescriber>
             <Identification>
              <SPI>1234567890123</SPI>
         
      3. The 1234567890123 in the above example is the Prescriber SPI to be entered into eSM Support form
            or
   2. Obtain Prescriber SPI from the eSM Administration Console:
      1. Log into the eSM Administration Console
      2. Click the Prescriber tab
      3. Enter in the Prescriber name
      4. Click the Filter button to locate the specific prescriber. The SPI number should be listed in the middle column. Enter this value into eSM Support form
5. Prescriber First Name, Last Name, and Pharmacy Name should be self-explanatory
6. Store name/number - this is the only optional field in the list. If the pharmacy has a store number listed in the eSM console (see 2B or 4B above), enter that specific number here. Otherwise, leave it blank.
7. Summary of Issue - Please enter in as much information about the problem such as:
   • When was the prescription sent?
   • Did the prescriber, patient, or pharmacy report the problem?
   • If they spoke to the pharmacy, who did they speak to?
   • Are there any error messages? If so, please enter them word-for-word
   • Was the prescription faxed or phoned in to the pharmacy?
   • Does the problem seem to happen with specific pharmacies and/or providers?

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