Troubleshooting and Escalation Process Guide

Introduction

This document is intended to streamline the troubleshooting process of the Novari ATC application. It is imperative that everyone who is part of the troubleshooting process is aware of what is expected of them when a problem arises and what to do whenever they have exhausted all of their options.

For ease-of-use, this document will begin with a list of general problems and their resolutions. Whenever this list of problems is incapable of resolving your problem, you should refer to the section on “Issue Escalation”.

Common Application Error Messages

Session Expiry

“Sorry, your Novari Access to Care™ session has expired.”

This occurs whenever your browser has been inactive for too long. The length of time before expiry is configured by your site administrator. The screen prompts you to continue to the login screen to re-enter the application. This is expected behavior and is a fundamental part of application security.

Privacy is Enabled

Instead of seeing “last name, first name”, you see “XXXX, XXXX”.

This happens because you’re currently viewing the application in privacy mode. If you have permission to disable privacy mode, it can be turned off from the “Toggle Privacy” option of “Main” header of the Menu Toolbar. If you are on the main landing screen, it can be toggled with the “Privacy” option.

If you cannot toggle the privacy option, you may have insufficient privileges. If your permissions seem to have changed and you believe this to be an error, please contact your site administrator. Be sure to describe the change in behavior that you’re experiencing and a timeline when appropriate.

Icons and Buttons Aren’t Working

I click an icon or a button but nothing appears to happen.

This issue is related to JavaScript, which provides you with the interactive browser features. To enable JavaScript:

In Internet Explorer:

1. Select "Tools" from the menu bar and click on "Internet Options...".

2. Click the "Security" tab and then click the "Custom Level..." button.

3. Scroll down to the Scripting category and select the "Enable" radio button for "Active Scripting".

4. Click the Yes button in the "Are you sure..." window.

5. Click the OK button.

In Mozilla Firefox:

1. Select "Tools" from the menu bar and click on "Options...".

2. Click the "Content" tab.

3. Check on “Enable JavaScript”.

4. Click the OK button.

In Apple Safari (Mac OS):

1. Select "Safari" from the menu bar and click on "Preferences".

2. Click the "Security" tab.

3. Check on “Enable JavaScript”.

Sometimes, JavaScript is running fine but your button is supposed to generate another webpage, which your browser is blocking. The upper-right hand corner of your browser will notify you if this is happening. You will have to “allow pop-ups from this site” in order to properly use the application.

Cannot Access Page

“You are not authorized to view this page”.

This issue is related to Internet Information Services (IIS). Your network specialist must ensure users of the application have proper read permissions associated with the Novari Application files.

New User Has No Permissions After Login

“You currently do not have any permissions for the Novari Access to Care application”

This typically only applies to new users. This occurs whenever a user has been created but is not associated with any groups. The site administrator must associate the user with permission groups matching the user’s responsibilities.

An Error Occurred!

User receives application error screen that begins with “Error occurred while processing request”

When you receive this message, something unexpected occurred within the application. Take a screenshot and send it, along with a detailed description of what you were doing, to your site administrator. Be sure to remove any PHI from the screenshot. After you have gathered all required information, you should restart your web browser. Do not include any PHI in e-mail correspondence with Novari Health.

User Can’t Find Procedure or Diagnosis

User cannot locate a specific procedure or diagnosis in the available list

The procedure may not yet appear within the Novari ATC metadata. In the case of a procedure, instruct the user to search for the procedure using the “Full Px” toggle; this will allow the user to search for the procedure within all services instead of just the current physician’s service.

If the user is still unable to find procedure or diagnosis, the item may need to be added to the metadata using the admin metadata manager. Consult with your on-site application specialist for details.

User Can’t Print a Booking Form

User is attempting to print a form or attachment but it isn’t working.

This problem is most typically caused by problems with the Adobe Reader and related drivers. Before escalating the issue to Novari, the site administrator should attempt to reproduce the issue on another computer, or ask another end-user (on a different computer) to attempt to reproduce the issue. If the problem cannot be replicated, the user’s environment is does not conform to Novari ATC compatibility requirements. You should coordinate with your IT personnel to resolve the issue.

Problems Scanning?

Individual users who experience scanning issues

This problem typically arises when upgrading versions of Novari ATC or when users install new scanning equipment. Users should consult the Scanning and Uploading and Troubleshooting Guide. If users do not have access to the Uploading and Troubleshooting Guide, they should contact their site administrator.

Interface Issues?

Novari interfaces with several other software solutions

When you suspect there are interface issues, please forward your concerns do your site administrator. Because interface issues require investigation by both your IT staff and Novari, your site administrator will coordinate both parties to the resolution of the issue. The exact process is implementation specific, so site administrators should consult relevant documentation.

Escalation

Support Structure

In general, users should never have to contact Novari Health directly unless the Support Staff at Novari Health reaches out to them regarding a reported issue.

In exceptional circumstances, Novari ATC may act as the primary support for an installation, though this is not typically the case. Primary support will be referred to hereafter as Tier 1 Support. When Tier 1 Support exhausts all options, the issue will be escalated to Tier 2 Support.

Tier 1 Support

Tier 1 support will be the responsibility of the Customer and is defined as first contact with the end-user of Novari ATC. Tier 1 support staff will provide basic troubleshooting support for Novari ATC and resolve desktop, browser, configuration, or networking issues. Configuration may include, but is not limited to, table maintenance, user access, and removal of erroneous data.

At this stage, basic application troubleshooting may be provided by the customer to rule out simple issues. The suggested approach to resolving user issues is as follows:

· Login to Novari ATC as an administrator

· Turn off privacy mode to select the appropriate physician

· Login under the physician whose list is being managed by the user in question

· Attempt to replicate the issue the user has identified

· Troubleshoot

Unresolved Tier 1 issues are then escalated to Tier 2. Individuals escalating the case should be prepared to provide the following:

· A description of the problem

· Any error messages that were observed, including the full text of the error message, and screenshots if possible

· Confirmation as to whether the problem was replicated by customer support personnel or not

· Any customer internal support reference numbers for use by Novari Health to subsequently report back their resolution / findings.

Tier 2 Support

Novari Health will provide Tier 2 support for Novari ATC, defined as advanced troubleshooting and problem resolution. This may involve programmatic endeavors to resolve the issue. Resolutions will be relayed back to both Tier 1 support staff and, if desired, the end-user. Customer systems staff may be involved in issue resolution. Should customer support staff not be made available upon request to resolve issues, Novari Health will not be held liable for inability to meet cited response times (below). Upon first contact with the Customer, classification of the issue will occur. Classification of issues and response times are as follows:

• Type I (Severe) – The issue prevents the user from using Novari ATC entirely. Novari Health will respond to Type I issues within 2 hours of the first report, during stated business hours.

• Type II (Moderate) – The issue has some impact on application use, but user can still perform duties. Response in Sequence, by type, but in no more than 2 business days of the first report.

• Type III (Mild) – The issue has no effect on the actual use of the program (i.e. spelling mistakes, application quirks, etc.). Response in sequence, by type, within 5 business days of the first report.

• Type IV (Informational) – User requires clarification on application functionality, or advanced aspect of use. Response in sequence, by type, but in no more than 2 business days of the first report

Tier 2 Support is contacted only after Tier 1 is unable to resolve the reported issue through basic troubleshooting strategies. Novari Health requires that proper Tier 1 Support processes are followed before any support request can be considered as legitimately requiring Tier 2 Support. The Tier 1 Support Staff must critically consider the nature of the issue. If it is reasonable to assume that the problem might be network related, they must contact Novari Health.

During regular office hours (8am to 5pm Eastern Standard Time), issues should be forwarded to: [email protected].

After hours, Tier 1 Staff should call 1-(888)-793-9777.

Downtime Communication

Scheduled Downtime

Should your organization need to schedule downtime for Novari ATC, Novari Health Support would appreciate courtesy notification within one week of the scheduled downtime. Communication can be made to:

[email protected]

Toll-Free: 1 (888) 793-9777

Local: 1 (613) 531-3008

Business hours are 8am to 5pm Eastern Standard Time (Monday – Friday).

Unscheduled Downtime

In the event that Novari ATC becomes unavailable for unscheduled reasons, please contact Novari Health immediately. If the issue is deemed to be not Novari ATC related, contact should be made on an hourly basis until the issue is resolved. Issues pertaining to Novari Health directly will be prioritized and addressed per the escalation process above. Communication can be made to:

[email protected]

Toll-Free: 1 (888) 793-9777

Local: 1 (613) 531-3008

Business hours are 8am to 5pm Eastern Standard Time (Monday – Friday).

Contacting Novari Health

Email Support

Our dedicated Support Staff monitor incoming support emails Monday to Friday, 8am to 5pm Eastern Standard Time. Questions that cannot be resolved by this document can be forwarded to the Support team. Send messages to [email protected].

Be sure to include as much detail in your email as possible in order to improve the Support Team’s ability to help you. This means you should include a screenshot of any issues and a thorough description of how you encountered the issue. Please DO NOT send any patient identifiers via email.

If you have a problem which requires attention outside of normal business hours, please call instead.

Telephone Support

Incidents requiring the attention of the Novari ATC Support team should be directed to our Support Line.

Toll-Free: 1 (888) 793-9777

Local: 1 (613) 531-3008

Business hours are 8am to 5pm Eastern Standard Time (Monday – Friday).

Be ready to provide detailed information regarding your issue. An experienced member of the Support Staff will be notified of your call immediately and appropriate action will be taken.