About
This checklist will go through some steps to review when cases cannot be created or edited.
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
Part 2 - Check for Outages
Check the Status Page for any open issues. Status Page
Part 3 - Review Cases
A case may already be locked or closed. Read the following articles:
Confirm your browser settings with this article Unable to Open/Edit Case Screen
Review how to create and edit case workflows.
Part 4 - Information Gathering
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