About
This checklist will go through some steps to review when cases are not appearing.
Checklist
Part 1 - Rule out the Basics
All purpose troubleshooting steps to try to narrow down where the problem is.
The quickest way to fix an issue may be to close and relog into the application. Review Refreshing your Login and Closing Browsers before proceeding.
Sometimes the browser can be the issue. Consider trying another browser by reviewing Browser Types
If you’ve tried another browser but the issue is still happening it may be a caching issue. Review these for help. Incognito/ Clearing Cache
Check if any colleague can see the information on their PC to rule out a network issue. - Network Troubleshooting Basic - Capacity IQ®
Part 2 - Case Log Tabs
Ruling out issues with patients appearing on another tab.
Check the other Case Log Tabs:
Upcoming Tab
Ensure you do not have a future ETA on a placement request which would make the patient appear on the Upcoming Tab. - Display a Patient on the Upcoming Tab - Transfer IQ®
Active Tab
The case may be completed incorrectly - Reopen a Case -Transfer IQ®
Completed Tab
The case may need to be completed - Complete a Case -Transfer IQ®
Part 3 - Case Log Filters
Rule out issues with filters hiding results.
Remove the current filters to confirm the patient is not excluded from your current view.
Patient might have a filter activated on which will prevent the patient from showing on the users current view.
Patient might need to add or remove a filter.
Part 4 - Check for Outages
Check the Status Page for any open issues. Status Page Transfer IQ®
Part 5 - Gather + Submit Information
Open up a ticket with TeleTracking® support. We will normally ask for the below information when troubleshooting these issues:
Problem:
Description of what happened
Anything specific that seems unique to your problem
Scope:
How many cases is it affecting?
When did it start?
Is it affecting one user or multiple users?
Examples:
Date/Time transfer case was created
When transfer should have shown
A way to identify the record without sharing PHI via chat
Transfer Case Number/ID
Created Date/Time
Referring/Destination Facility Information