IVA Customer Support

Welcome! You can raise a request for IVA Customer Support using the options provided.

Your IVA Account Support

What can we help you with?

Reset TOTP-Key
Verlauf Nutzer-Einwilligungen
Delete My IVA Account
Requesting the deletion of your IVA account will permanently erase all data, including personal information, patient records, treatments, consents, and templates. Data recovery is possible within 30 days, but after that, the deletion is irreversible. Please ensure that you back up any necessary data locally before proceeding. You are responsible for adhering to legal obligations related to the retention of treatment records; please consult applicable regulations if necessary. The information in this form is used to verify your identity. A confirmation email will be sent to your account email; you must click the link in that email to authorize the deletion.
Sonstige Fragen

{"xsrfToken":"bbfe25492e14a2d15056769a7f9c212359ac1258_lout","branding":{"id":"1","key":"ivacs","name":"IVA Customer Support","portalBaseUrl":"/servicedesk/customer/portal/1","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/1/1","theme":{"headerBGColor":"#70efde","headerLinkColor":"#292929","headerLinkHoverColor":"#488a80","headerLinkHoverBGColor":"#488a80","headerBadgeColor":"#488a80"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/4c6dbd87-8627-47f0-a9d7-a2c218e9e1d7/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwZWE5YTE2YS0wNzY1LTQ1ZTktODhkOS0yMjI4NzdiYTdjNzciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjRjNmRiZDg3LTg2MjctNDdmMC1hOWQ3LWEyYzIxOGU5ZTFkNyI6WyJyZWFkIl19LCJleHAiOjE3ODk0NDAzODEsIm5iZiI6MTc4OTQzOTc4MX0.Qk7xIX-kdxSfrgu-5L3sX6dJGUBrtLA7TGWJBLN5H1o&client=0ea9a16a-0765-45e9-88d9-222877ba7c77&mode=fit","logoId":"4c6dbd87-8627-47f0-a9d7-a2c218e9e1d7","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","userInitialAnnouncementHeader":"Coming soon: IVA Open Beta","userInitialAnnouncementMessageWiki":"We are happy to announce, that our IVA App will soon reach the level for an Open Beta Test. That means...","translations":{"de-DE":{"helpCenterTitle":"Willkommen bei Hilfe","sharedPortalName":"Hilfe","localeDisplayName":"German (Germany)"},"en-GB":{"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-GB","userLanguageTag":"en-GB","portalThemeColor":"#6772fe","helpCenterTitleColor":"#eaecfc","bannerMediaApiUrl":"https://api.media.atlassian.com/file/1851f482-87b5-4acf-978a-c146fccd5bf9/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwZWE5YTE2YS0wNzY1LTQ1ZTktODhkOS0yMjI4NzdiYTdjNzciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjE4NTFmNDgyLTg3YjUtNGFjZi05NzhhLWMxNDZmY2NkNWJmOSI6WyJyZWFkIl19LCJleHAiOjE3ODk0NDAzODEsIm5iZiI6MTc4OTQzOTc4MX0.gIKT3d41kjQaEdaaBuPclpK1gmc5sClHcId5QMEBJJc&client=0ea9a16a-0765-45e9-88d9-222877ba7c77&height=300&mode=fit","bannerMediaApiFileId":"1851f482-87b5-4acf-978a-c146fccd5bf9","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"1","key":"ivacs","projectId":10000,"serviceDeskId":1,"name":"IVA Customer Support","description":"Welcome! You can raise a request for IVA Customer Support using the options provided.","portalBaseUrl":"/servicedesk/customer/portal/1","onlyPortal":false,"reqTypes":[{"id":"33","name":"Bug melden","descriptionHtml":"","callToAction":"Bug melden","introHtml":"Berichten Sie uns von den aufgetretenen Problemen.","icon":10545,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10545","groups":[1],"key":""},{"id":"100","name":"Delete My IVA Account","descriptionHtml":"Important Notes: Data Loss: Once the deletion process is completed, your data will be irreversibly removed from our system, with no option for recovery after 30 days. However, you may request data restoration within the first 30 days after deletion.\nLegal Responsibility: Please note that you are solely responsible for adhering to any legal obligations related to the retention of treatment data. We advise consulting applicable laws or regulations to ensure compliance before initiating this request.\nIdentity Verification: The information requested in this form is required to verify your identity and ensure secure processing of your request.\nUpon submitting this request, you will receive an email at the address associated with your account. This email contains a final confirmation link, which you must click to authorize the deletion of your IVA account.","callToAction":"Delete My IVA Account","introHtml":"Requesting the deletion of your IVA account will permanently erase all data, including personal information, patient records, treatments, consents, and templates. Data recovery is possible within 30 days, but after that, the deletion is irreversible. Please ensure that you back up any necessary data locally before proceeding. You are responsible for adhering to legal obligations related to the retention of treatment records; please consult applicable regulations if necessary. The information in this form is used to verify your identity. A confirmation email will be sent to your account email; you must click the link in that email to authorize the deletion.","icon":10518,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","groups":[34,1],"key":""},{"id":"34","name":"Ein neues Feature vorschlagen","descriptionHtml":"","callToAction":"Ein neues Feature vorschlagen","introHtml":"Berichten Sie uns von Ihrer Idee eines neuen Features.","icon":10535,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10535","groups":[1],"key":""},{"id":"67","name":"Get help with registration","descriptionHtml":"Dear IVA user, the registration or sign-up process consists of 5 main steps: 1. Create your IVA account (provide an email address and password). 2. Enter your email address and the received sign-up code (via email) and enter it into the next screen. 3. Log-in the first time with your newly created credentials 4. Read the instructions for multi factor authentication (mfa) and setup an authenticator app according to them 5. Verify the authenticator app with your account by providing a generated code from the authenticator app.\nIn which of these 5 steps do you get stuck?","callToAction":"Get help with registration","introHtml":"Get assistance for the registration process.","icon":10517,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10517","groups":[1],"key":""},{"id":"166","name":"Reset TOTP-Key","descriptionHtml":"Resetting the TOTP key is a time-consuming task, as this key is subject to a very high level of security.\nIn order for us to help you, we need an email address from you that we can use to contact you for a Zoom meeting.\nYou also need an hour of time for this. We will then arrange an appointment. In order to be able to deal with your request as quickly as possible, it would be helpful if you sent suggested dates with this request. This is no guarantee that any of these dates will actually be accepted. We will then make counter-suggestions.\nFor the appointment, you need Zoom (<a href=\"https://zoom.us/de/download\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://zoom.us/de/download</a>) installed and tried it out for yourself so that we can go into the appointment without any problems.","callToAction":"Reset TOTP-Key","introHtml":"Lost your TOTP-Key/Secret Key? We'll help you out.","icon":10504,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10504","groups":[34],"key":""},{"id":"35","name":"Sonstige Fragen","descriptionHtml":"","callToAction":"Sonstige Fragen","introHtml":"Das Gesuchte nicht gefunden? Wählen Sie diese Option und wir helfen Ihnen weiter.","icon":10549,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[34,1],"key":""},{"id":"133","name":"Verlauf Nutzer-Einwilligungen","descriptionHtml":"Compiling your user agreement history will take some time because you come through the portal. Here we can only search for your entries manually. And that only works if we have received complete information. If you want faster information, please look in your app. However, if you have already deleted your account, then this is the only way you will have. In this case, you will also have received information such as the deletion date or user ID in the confirmation email for your deletion request.","callToAction":"Verlauf Nutzer-Einwilligungen","introHtml":"Auskunft über den Verlauf meiner Einwilligungen.","icon":10538,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10538","groups":[34],"key":""},{"id":"14","name":"Create a post-incident review","descriptionHtml":"","callToAction":"Create a post-incident review","introHtml":"Document and share learnings from an incident so that it doesn't happen again","icon":10523,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10523","groups":[],"key":""},{"id":"6","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"Request received from your email support channel.","icon":10527,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"15","name":"Fix an account problem","descriptionHtml":"","callToAction":"Fix an account problem","introHtml":"Having trouble accessing certain websites or systems? We'll help you out.","icon":10518,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","groups":[],"key":""},{"id":"17","name":"Get a guest wifi account","descriptionHtml":"","callToAction":"Get a guest wifi account","introHtml":"Raise a request to ask for temp wifi access for guests.","icon":10519,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10519","groups":[],"key":""},{"id":"1","name":"Get IVA Suport","descriptionHtml":"","callToAction":"Get IVA Suport","introHtml":"Get assistance for general IT problems and questions.","icon":10541,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","groups":[],"key":""},{"id":"12","name":"Investigate a problem","descriptionHtml":"","callToAction":"Investigate a problem","introHtml":"Create a problem to track the cause of one or more incidents.","icon":10520,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10520","groups":[],"key":""},{"id":"7","name":"New mobile device","descriptionHtml":"","callToAction":"New mobile device","introHtml":"Need a mobile phone or time for replacement? Let us know.","icon":10534,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10534","groups":[],"key":""},{"id":"18","name":"Onboard new employees","descriptionHtml":"","callToAction":"Onboard new employees","introHtml":"Request access for new employees.","icon":10516,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10516","groups":[],"key":""},{"id":"8","name":"Report a system problem","descriptionHtml":"","callToAction":"Report a system problem","introHtml":"Let us know if something isn't working properly and we'll aim to get it back up and running quickly.","icon":10521,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10521","groups":[],"key":""},{"id":"9","name":"Report broken hardware","descriptionHtml":"","callToAction":"Report broken hardware","introHtml":"Report hardware that might be faulty or broken e.g. a broken computer screen or a damaged server.","icon":10512,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10512","groups":[],"key":""},{"id":"10","name":"Request a change","descriptionHtml":"","callToAction":"Request a change","introHtml":"For example, upgrade a server (VPN) or an application (Jira).","icon":10528,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10528","groups":[],"key":""},{"id":"4","name":"Request a new account","descriptionHtml":"","callToAction":"Request a new account","introHtml":"Request a new account for a system.","icon":10517,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10517","groups":[],"key":""},{"id":"3","name":"Request admin access","descriptionHtml":"","callToAction":"Request admin access","introHtml":"For example, if you need to administer Jira.","icon":10513,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10513","groups":[],"key":""},{"id":"20","name":"Request new hardware","descriptionHtml":"","callToAction":"Request new hardware","introHtml":"For example, a new mouse or monitor.","icon":10550,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[],"key":""},{"id":"5","name":"Request new software","descriptionHtml":"","callToAction":"Request new software","introHtml":"If you need a software licence, raise a request here.","icon":10547,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10547","groups":[],"key":""},{"id":"2","name":"Set up VPN to the office","descriptionHtml":"","callToAction":"Set up VPN to the office","introHtml":"Want to access work stuff from outside? Let us know.","icon":10526,"iconUrl":"https://ivaapp.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10526","groups":[],"key":""}],"reqGroups":[{"id":1,"name":"IVA Customer Support"},{"id":34,"name":"Your IVA Account Support"}],"orderMapping":{"3":[15,2],"1":[67,33,34,35,100],"4":[8,10],"34":[166,133,100,35],"2":[1,7,9,20,5],"5":[8,9,10]},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"createPermission":true,"portalAnnouncement":{"portalId":1,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"IVACS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United Kingdom)","isUsingLanguageSupport":true,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwZWE5YTE2YS0wNzY1LTQ1ZTktODhkOS0yMjI4NzdiYTdjNzciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLS0xMDkwNTAyNTI4IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTpjaHVuazoqIjpbInJlYWQiLCJjcmVhdGUiXX0sImV4cCI6MTc4OTQ0MDk4MSwibmJmIjoxNzg5NDM5NzgxLCJhbm9uSWQiOiJhbm9uLXVzZXIiLCJodHRwczovL2lkLmF0bGFzc2lhbi5jb20vYXBwQWNjcmVkaXRlZCI6ZmFsc2V9.InfxIYzuOns8A2_4mEedYDu4rBOXf70BB2dX6iDABPQ","targetCollection":"upload-user-collection--1090502528","endpointUrl":"https://api.media.atlassian.com","clientId":"0ea9a16a-0765-45e9-88d9-222877ba7c77","tokenDurationInMins":20}},"sharedPortal":{"name":"Help Center","description":"Welcome to the help center - we're here to help! Raise a request from the options provided.","kbs":{"kbEnabled":false,"kbLinkDomainURLs":[]}},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}