Novari ATC to HIS Troubleshooting

The scheduling request is not displayed in the HIS inbox/waitlist.

1. Go to the Administrator Module

2. Click Search/Resubmit an Already Sent Message (please select the scheduling interface)

Is the message showing in Novari ATC Administrator module?

The message is listed, this means Novari ATC sent the message, and we received an acknowledgement from the HIS.

• Try resubmitting the message

• Contact your IT Interface lead to help investigate further

• If this is a mapping issue, view the metadata and the correct mapping and try resubmitting the message again

The message is not listed, this means Novari ATC did not send the message.

• Please confirm that you are receiving messages for other cases

• Please ensure the block has been submitted to the OR

ColdFeed: After attaching an account number in Novari ATC, the documents don’t go to the HIS

If an account number has been assigned to the case in Novari ATC but the attached documents did not go to the HIS, please check the following:

• Confirm that an account number is attached.

• Confirm that the document type is mapped in Novari ATC and the HIS.

• Try unassigning the account number, click save and reassign the account number, this will retrigger the send documents.

• Please confirm with your IT lead if the file was received on the server.

If the document was not received on the server, please contact Novari Support with the Novari ID/list code.