Having been a part of the support team here at Corepoint Health for almost five years prior to my transition into a new role as Product Owner, I've had the opportunity to take after-hours support calls.
One of the biggest differences between taking support calls during the day and taking support calls during the evening is that, for some of our partners, evening or night calls typically are not made by our normal point of contact. In fact, a decent number of these late-night support callers had never touched Corepoint Integration Engine, aside from keeping an occasional eye on the Administration Console, among the many other systems they are usually responsible for monitoring.
The fact that Corepoint Integration Enigne sits in the middle of myriad other applications means it frequently acts as the main monitor into issues encountered by systems at the other end of our connections.
Obviously, our features strive to make it simple to determine exactly where a problem may reside, but for those unfamiliar with the engine, aside from the Connection Grid view in the Administration console, this may not be a simple process. This is a scenario where it would be advantageous for regular engine users to leave notes for their on-call support analysts to first check with one of the other partner sites/system vendors to resolve the problem. But exactly why should she or he contact?
This scenario is the core reason we created the Annotation Set feature in Corepoint Integration Engine. Though the engine includes functionality to generate some documentation automatically and on-demand, Annotation Sets provide the opportunity to attach custom, user-defined comments to a given connection or interface and to have those notes displayed directly in the Administration console.
For example, keys can be created for Contact Name and Phone Number, then populated for each connection. Users can also include a hyperlink for additional support information. I've seen customers link to a PDF saved on a shared network. I've also seen customers go the extra step and link to interactive HTML pages on a web server. Either way, Annotation Sets can save your non-engine users a lot of headache in the event of unplanned interface issues.
The following video does a nice job illustrating: