TMC Support Portal — User Manual

A complete reference for every feature in the support portal, written for end-users, technicians, and administrators.

The Support Portal is the central hub for getting IT and operational help at TMC. From a single sign-in you can submit tickets to multiple service desks, watch their status in real-time, get email alerts when something changes, and reach the tools and apps you use every day.

This manual is organized in the same order as the navigation menu, with a final administrator section for portal admins. Use the sidebar (or search inside your browser with Ctrl + F) to jump to a topic.

2. Signing in

The portal uses Microsoft Entra ID Single Sign-On. Your TMC work account is your portal account — there is no separate password to manage.

1. Open the portal in your browser.
2. Click Sign in with Microsoft.
3. Use your @therapymgmt.com credentials. If MFA is required, complete it on your registered device.
4. You'll land on the Home page with your name in the top-right.

3. The Home page

Home is a launch pad. It surfaces three things:

3.1 What's New banners

Small blue cards at the very top highlight recently shipped features. Click the call-to-action to try it, or click Got it / the in the corner to dismiss. Dismissals are remembered per device.

3.2 Homepage tiles

Color-coded tiles take you to the most common destinations — Submit Ticket, Ticket Status, AI Assist, Growth Portal, FlowState, TeleTech, and Diagnostics. Admins can hide tiles network-wide from the Admin tab.

3.3 Quick Access Resources

A curated list of external tools (Ignite, ADP, Concur, Outlook, RingCentral, etc.) and internal navigation links (Lottery Wheel, Awards). External links open in a new tab; internal links navigate within the portal.

4. Submitting a ticket

From any page, click Create Ticket in the navigation or the tile on the home page. You'll be asked to pick a department.

4.1 Departments

4.2 Filling out the form

1. Pick the closest matching ticket type or issue category from the dropdown.
2. Write a clear, specific Summary. Good summaries help your ticket get triaged faster.
3. In the Description, include what you tried, what happened, and what you expected.
4. Add screenshots or supporting files (see Attachments below).
5. Click Submit Ticket. You'll get a confirmation banner with the new ticket key (e.g. TMCSUPP-1234).

4.3 Attachments

• Click the file picker or drag-and-drop into the Attachments area.
• Maximum file size: 10 MB per file.
• Supported types: images (PNG/JPG/HEIC), PDFs, Office docs, plain text, CSV, ZIP.

4.4 Therapy & Home specifics

This form auto-emails Sean Meehan as soon as you submit. You'll be asked for:

• Patient name
• Discipline (PT / OT / ST / RT / RA / Tech / CNA / Other — admin-managed list)
• Date of Service
• Whether you are changing the note, the billing, or both. If billing, the form asks for the units being added/removed.
• Therapist name & email (pre-filled from your Microsoft sign-in; editable)
• Reason

5. Ticket Status

Click Ticket Status in the nav to see a list of your tickets on the left and a detail pane on the right. Pick a ticket to load its full history.

5.1 Your tickets

The list shows every ticket you've submitted across departments. Pick one to load its history on the right.

5.2 Time range

Below the toggle, pills let you scope to the past 30 / 60 / 90 / 180 days or 1 year. Your choice is remembered on this device.

5.3 Sorting

Tickets can be sorted By Status (open work surfaced first) or By Date (newest first).

5.4 The detail pane

• Header — key, summary, status badge, priority, reporter, assignee.
• Description — the original request.
• Comments — the activity feed, newest at the bottom. Tech-side comments may include attachments which preview inline.
• Add a comment — typing here is treated as a public reply on the ticket. You can attach files the same way as ticket creation.
• Change Status — opens a Jira transition dialog so a tech can move a ticket through workflow states.

6. Notification Settings

Click the bell in the top-right to open this page. Notifications are off by default — nothing leaves the portal until you opt in.

6.1 Channels

• Work email — your TMC address. Already verified via Microsoft sign-in, so flip the toggle and you're done. Use Send test to confirm delivery.
• Personal email — any other address. Verify it first: type the address → Send code → enter the 6-digit code you receive (15-minute expiry).
• Microsoft Teams — pushes a notification straight to your Teams Activity Feed (the bell at the top-left of Teams). Toggle on, confirm your M365 email, and we look you up in Entra to find your Teams identity. Clicking the notification in Teams opens the specific ticket in your default browser.

6.1.1 Installing the TMC Support app in Teams (required for Teams notifications)

Teams notifications need the TMC Support app installed in your personal Teams. Without it, Microsoft won't deliver Activity Feed entries — you'll get a 403 in the test, or simply nothing. This is a one-time, ~30-second install:

1. Open Microsoft Teams (desktop, web, or mobile).
2. Click Apps in the left rail. (On mobile, tap the menu and find Apps.)
3. In the search box, type TMC Support.
4. Click the app card → click Add.
5. The TMC Support icon appears in your Teams sidebar. You don't need to do anything else with the app — it's there to receive the notifications.

What clicking a Teams notification does

1. Click the Activity Feed entry (bell icon, top-left of Teams).
2. The TMC Support tab opens briefly inside Teams with a launcher screen ("Opening TMC Support Portal…").
3. Your default browser pops open at the portal, signs you in automatically, and lands on the exact ticket the notification was about.

If the launcher doesn't pop your browser, use the Open in browser button on the launcher screen — it's a one-click fallback.

6.2 What to notify me about

A matrix of event types vs. channels. Tick the boxes you want — you can mix-and-match (e.g., new assignments via Teams, comments via email).

• A ticket is assigned to me
• A comment is added to my ticket
• My ticket's status changes
• My ticket is resolved
• A new ticket lands in a queue I watch

6.3 Quiet hours

Set a daily window when no notifications are sent. Optional: include weekends, and allow urgent override so high-priority items still come through.

6.4 Daily / hourly digest

Instead of every event, get a single roll-up at a time you pick. Use the Send digest now button if you want to preview the next one.

6.5 Jira identity Tech-only

6.6 Stopping notifications

• Stop everything — toggle off all channels (Work email, Personal email, Microsoft Teams) and click Save.
• Stop specific events — uncheck the matrix rows you no longer care about.
• Stop just one channel — uncheck only that column in the event matrix, or toggle off only that channel card.
• Pause temporarily — enable Quiet hours to cover the period.

7. Diagnostics

The Diagnostics tab runs lightweight checks on the workstation actually viewing the portal — browser identity, screen resolution, time zone, and reachability of key TMC endpoints. Useful when IT asks "What does the user's machine see?"

Click Run Diagnostics. Each check returns OK / Warning / Fail. Click Copy report and paste it into a ticket comment so IT has the full context.

8. Integrated tools

The portal embeds five third-party tools as their own tabs. They are full sites running inside the portal frame — most still require their own sign-in the first time you open them.

• AI Assist — internal LLM assistant for first-line answers.
• Growth Portal — leadership and growth tooling.
• FlowState — production / scheduling dashboard.
• TeleTech — Tele Health system. Uses separate authentication.
• Lottery Wheel (under Quick Links) — internal raffle utility.

9. Themes & accessibility

Click your avatar in the top-right and pick Theme to choose between Light, Dark, and a few accent palettes. Your choice is saved per device.

All interactive elements are keyboard-reachable, focus states are visible, and the portal honors your operating-system "Reduce motion" preference.

10. Help & Feedback

Click the floating button (lower right) to open the in-app FAQ. Categories include Getting Started, Themes, Creating Tickets, Ticket Status, Notifications, Quick Links, Approved Apps, Tech & Admin Tools, and Troubleshooting.

The FAQ page now also includes a Confluence search bar wired to the IT Help Desk knowledge base — type a question to surface official articles without leaving the portal.

10.1 Submitting feedback

The feedback widget collects a 1–5 star rating and a free-text comment. Submissions are recorded but the live admin dashboard for them was retired in the Feb 2026 cleanup — pull the raw data from the feedback Mongo collection if you ever need to review it.

11. Admin Dashboard

This section applies to users on the admin allowlist (admin-users.json). Non-admins can skip it.

11.1 Menu & Tile visibility

Hide individual nav tabs and home-page tiles network-wide. Toggle checkboxes → Save Changes. End-users see the new layout on their next page load.

11.2 Quick Access Resources

Add / edit / re-order the external links on the home page. Each entry has a name, URL, icon, category, and "active" flag. Categories themselves are admin-managed below.

11.3 Approved Applications

The list of vetted apps users may install. Same CRUD pattern: name, icon, link, description, category. Use Seed defaults to import a starting set.

11.4 What's New banners

The blue release cards that show on the home page. Each banner has a title, body, optional action button + URL, an active flag, and an expiry date. Dismissals are per-device (cleared from local storage).

11.5 Therapy & Home disciplines

Edit the dropdown choices users see when they file a Therapy & Home ticket. Add a new discipline, set its display order, mark it active/inactive, or delete it outright. Case-insensitive duplicate names are rejected.

11.6 Tech Users

The allowlist that gates the Assigned to Me ticket toggle and the Jira account override + Jira account ID fields in Notification Settings. Admins are automatically treated as techs — you do not need to add yourself.

• Add: type an email and click Add (or press Enter).
• Remove: click Remove on the user's row.
• Changes apply on the user's next page load.

11.7 Homepage announcement

The yellow site-wide banner. Type the message → Update Announcement. Clear takes it down. Every change is audit-logged with your email and the snippet preview.

11.8 Activity Reports

A consolidated section that replaces the older Stats Overview / Visitor list / Tab usage / Link clicks / User Feedback widgets. Six KPI cards across the top show all-time totals plus a real-time "Active now (last 2 min)" count derived from session heartbeats.

• Window selector — 7 / 30 / 90 / 365 / All time. Re-runs the KPI query and scopes every downloadable report below.
• Refresh totals — fetches fresh numbers without a page reload.

Six one-click PDF reports are generated in your browser (no extra backend load) via jsPDF + AutoTable. Each card has two actions:

• Download — saves the PDF locally with a timestamped filename like tmc-user-activity-2026-02-14T15-22-08.pdf.
• Email me — emails the same PDF to your admin address via Microsoft Graph, useful for forwarding to leadership without saving + re-uploading.

Available reports:

• User Activity — last seen, visits, session minutes, tickets per user
• Tab Usage — which tabs are clicked, by how many distinct users
• Link Clicks — quick-access link engagement
• Tickets Created — per-user count of tickets submitted in the window
• Admin Audit Log — every admin action + denied attempt
• Session Stats — session counts and durations

11.9 Audit log

Every admin create / update / delete / seed action — plus every denied access attempt — is written to a dedicated audit_logs collection.

Direct API while the in-app browser is being built:

GET /api/admin/audit-logs
   ?user_email=alice@therapymgmt.com
   &action=update          (create | update | delete | seed | access_denied)
   &resource_type=quick_link
   &outcome=success        (success | failure | denied)
   &days=30
   &skip=0&limit=100

GET /api/admin/audit-logs/summary?days=30

11.10 What audit events look like

12. Troubleshooting

The page won't load / shows a blank screen

1. Hard refresh — Ctrl + Shift + R (Windows) or Cmd + Shift + R (macOS).
2. Clear site data for the portal in your browser settings.
3. Switch browsers (Chrome, Edge, Firefox are all supported).
4. Disable extensions temporarily — ad blockers can break embedded tools.
5. Check your internet connection.

Microsoft sign-in fails

1. Make sure you're on your TMC @therapymgmt.com account, not a personal one.
2. If you hit MFA prompts you can't complete, contact IT to re-register your device.
3. Sign out of all Microsoft accounts in the browser, then try again.

No tickets show up

• Expand the time range pill (default is 30 days).
• Check the My Tickets / Assigned to Me toggle — only techs see the assigned view.
• If you submitted in another Jira project, that project's queue is the source of truth, not this portal.

I'm not getting notifications

• Confirm the channel (Work email, Personal email, or Teams) is toggled on and saved.
• Click Send test — if the test arrives, your event matrix is likely too restrictive.
• For email: check your spam/quarantine folder for the verification or test email.
• For Teams: confirm the Teams toggle is blue (on). If it's greyed out, your admin hasn't sideloaded the TMC Support Teams app yet — ping IT.
• For Teams: make sure the TMC Support app is installed for you in Teams (Apps → search "TMC Support" → Add).
• Tech users: confirm your Jira account ID is saved (Jira Cloud strips emails from webhook payloads, so we match on the ID).

10. Queue tickets & claiming work

Some ticket types — currently Therapy & Home (TAH) — route to a shared queue instead of a single assignee. Designated agents on the queue see unassigned queue tickets in their own "Assigned to Me" view, and can claim them one at a time.

10.1 How it looks

If you're a queue agent, your Ticket Status → Assigned to Me tab will include two kinds of rows:

• Your assigned tickets — normal white rows, click to open as usual.
• Claimable queue tickets — yellow-bordered rows with an amber "Unassigned in Queue Name" badge and a Claim button.

10.2 Claiming a ticket

1. Click the amber Claim button on the row.
2. The portal sets you as the assignee in Jira (one click — no confirmation prompt).
3. The row animates out of the claimable view and reappears as a regular assigned ticket on your next refresh.
4. The original reporter's notification preferences fire as normal (they'll be told the ticket has been assigned, if they opted into that event).

10.3 Becoming a queue agent

Queue membership is admin-managed. To be added to (or removed from) a queue, ask a portal admin — they manage the lists in Admin Dashboard → Jira Queues. Changes take effect on your next page refresh.

10.4 Closed-ticket summaries (billing copy)

When any TAH-labeled ticket is closed (transitions to Done/Closed/Resolved), the portal automatically emails a complete summary of the ticket — original request, all comments, resolution — to tmcbilling@therapymgmt.com. This is for downstream billing/audit and runs automatically without anyone clicking anything. Each ticket emits at most one summary, even if Jira fires multiple webhook events.

An embedded tool keeps prompting me to sign in

• That tool requires third-party cookies. Either allow cookies for its domain, or open it in its own tab via the embedded toolbar icon.

13. Getting help

For anything not covered here:

• The FAQ (floating button) covers most day-to-day questions and includes a Confluence search bar.
• For portal-specific bugs, use the Submit Ticket → IT Support flow.
• For HIPAA/clinical workflow questions, use Therapy & Home.
• For travel/expense, Concur.

— End of manual —