mHealth Participant Emails Response Instructions

Audience: Sage ACT

Table of Contents:

Overview

mHealth participants are encouraged to provide user feedback and contact Sage Bionetworks with any questions related to our apps. Currently, two email addresses are being utilized for user support for ElevateMS and mPower. 

Email account and login information can be found through the following this ACT Page on Synapse. 

Canned Responses

The most common inquiries that we receive fall under four categories: 

1. General Interest: How do I learn more and/or participate in the study? 

2. Software Questions: Can I participate with an ANdroidphone?

3. Location Questions: Can I participate living outside the U.S.? 

4. Bug Report/Response: I found a bug in the app. 

Canned responses or templates have been saved in the templates folder within the email accounts. Responses should be tailored to the individual.

How to File a Jira Ticket

If a participant is reporting a bug, you will need to file a ticket in JIRA to alert the engineering team. 

• Click on the following link to access JIRA and create a JIRA ticket: https://sagebionetworks.jira.com/secure/Dashboard.jspa?selectPageId=11121

• Click on the “+” in the left-hand part of the screen to create a ticket

• Fill-out the following fields in the “Create Issue” 

  • Project: iPhone Apps (IA)

  • Issue Task: Bug

  • Summary: Study Participant Reported Bug

  • Assignee: Erin Mounts

  • Components: elevateMS or mPower 2

  • Description: Describe the bug (copy and paste email)

  • If possible, please add: iPhone model (5, 7, etc.) and iOS version #, contact email/phone of study participant

  • Label: Participantbug

• Click “Create”

• If you do not hear back from Erin Mounts or someone on the platform team in 48 hrs, send a follow-up email to Erin.

Additional Notes

If a participant submits incorrect information, Sage is unable to correct or edit these entries.