Troubleshooting Guides
CN Troubleshooting Guide: MFA Delivery
To be used by the Charge nurse in case of a Multi Factor Authentication Delivery Error. MFA (Multi-factor Authentication) Troubleshooting Guide
Password Resets
To be used by the Charge nurse, or Nurse that needs assistance if no charge nurse is available. Password Reset Troubleshooting Guide
User Guide: Removing a Stuck Ticket
Stuck tickets are caused by answering services submitting tickets without all of the required fields filled in. A stuck ticket will usually look something like this: When someone tries to claim this ticket, it will not appear in their queue and will ...
User Guide: Forgot Password
On the login page, click "Trouble Logging in Click here." You will be prompted to select where your password reset link should be sent. Choose whichever option you prefer then click "Next." Next, you will be prompted to enter your email address or ...
User Guide: Changing Your Password
To change your password once logged in, click on the tab that displays your username. Then click on the red "Change Your Password" button. This button may read "Manage Password or MFA", depending on your current site version. You will be prompted to ...
USER GUIDE: Site Not Working - Disaster Recovery Instructions
If your site is not loading, please use the following link before reporting an outage: https://downforeveryoneorjustme.com/ If your site is truly down: Switch to your backup (alt) site If your alt site is locked, anyone with admin permissions can ...
API : How to get a list of doctors our Answering Service represents with your Call Center API?
How to get a list of doctors our Answering Service represents with your Call Center API? To get your list of assigned practices to your account with specified doctor codes. API v1 support a CSV result of practices. API v2 currently does not support ...
SECURED PDF is coming up black or blank
If the SECURED PDF file can not be found on the secured server location. The result to the user would look similar to this. Error : "Failed to load PDF document", with the file name "mod_securefile.php". Please report this immediately to ...
PHYSICIAN INFO not saving to ORDERS and/or to Coversheet (PDF)
For organizations using the AUTO CREATED PRACTICE ORDERS of Practices and Physicians. When making a change to a doctors profile, the PRACTICE ORDERS for "VIEW ORDERS" in tickets and "SELECT ORDERS" in triage notes, are not automatically updated by ...
Secure Message Queue and ERROR Codes
The Secure Message Queue (or Log) is where you can review current and recent secure messages. [image of the queue] There are multiple stages and error types. QUEUED = We still have this message in our queue, we will keep trying to sending a few times ...
Profile: ALL PRACTICES LISTED vs CHECKING ALL PRACTICES
The user profile has distinct options when providing the user with multiple practices. Check box for ALL PRACTICES LISTED = All practices below, PLUS any new practices coming on in the future. Clicking on SELECT ALL, will only select the ones listed ...
Red COMPLETE INTAKE Status of a closed ticket.
After 30 minutes of being INACTIVE and the ticket is still sitting in the INTAKE SCREEN, with a Patient Last name entered, the status will change to COMPLETE INTAKE. The agent closed the window without submitting the information. This feature was ...
Provider to Nurse Chat - Nurse Workflow
Overview On Call providers will now have the option to chat with a nurse when a nurse sends them a secure text. The chats are executed on a secure server, so you can discuss PHI. All chats are “Ended” when the ticket is closed. The chat is attached ...
COMPLAINT IS : [ERROR: AGENT DID NOT PROPERLY SUBMIT]
[ERROR: AGENT DID NOT PROPERLY SUBMIT] When a ticket shows up in the UNASSIGNED QUEUE (or the main default queue), and the complaint has this message. This is a backup plan system in place in the event the agent really did not submit properly, and ...
PDF and CLOSED notes are not showing correct On Call doctor.
If a closed note, a note PDF, or a faxed note, shows that no doctor is On Call, or shows the Answering Service information rather than the On Call Doctor. This practice has a Default On Call Doctor in the Manage Practice page. Unfortunately this ...
Practice Name not saving
If you are trying to update or create a new practice name, and the name is not saving. This is most likely due that the practice name already exists in the database. The name only can be used once for historical reasons. If a practice that exists ...
API to look up who is OnCall results in sitecode then "00000"
When you use the API to look up which doctor is OnCall based on &pr=, full practice name, and the result comes up with a five zeros. 21100000 The cause is multiple practices with the exact same name exists in the system, even disabled practices. To ...
TICKET CLOSE BUTTON: GREY vs GREEN button.
If you noticed the "GREY" on the CLOSE TICKET, rather than being "GREEN". This indicates a note is still open. Its a helpful warning the nurse has not yet closed everything before closing the ticket. Typically you can click on the "GREY" "CLOSE ...
API v2 Answering Service API
Please contact support@triagelogic.com to get your credentials and encryption key and correct urls for your account. Environment Connections DEVELOPMENT or Sandbox (Unstable) - Test data $server_url: ...
MFA eMail, SECOND try is not the same route as FIRST attempt.
With multiple options for MFA (Multi Factor Authentication) user account security, every attempt is another method. We have 2 possible routes to send an email verifcation code to your inbox. The normal email method directly from our servers to your ...
Duplicate Protocols with Different Disposition Saved to Triage Note - Changed Disposition during the protocol process.
Duplicate Protocols with Different Disposition Saved to Triage Note - Changed Disposition during the protocol process. This has reported to happen when your browser is out of date. Quick fix is to update your browser. For Chrome: Check in the top ...
Completing a protocol brings me back to wrong place.
Completing a protocol brings me back to UNASSIGNED QUEUE or another page other than the Triage Note. By having multiple tabs open, you will loose essential data for triage. You have multiple tabs or windows open while doing triage. This is ...
Bring back a disabled or deleted practice.
How do I bring back a previously removed practice from the system? As to our system policies, all data must be retained. Therefor every practice and doctor entered is also retained. They are disabled when "deleted" button is pressed. This will not ...
REPORTS V5=>Notes is missing protocol names, yet triage note has a protocol.
REPORTS V5=>Notes is missing protocol names, yet triage note has a protocol. The reporting are done some time after the triage note and ticket have been closed completely. Different parts of the report are ran at different times therefor building the ...
QUEUE color customization for a practice.
Each practice can have a customized assigned color of the font to use in any of the queues. Color coding can be used for multiple reasons, however the most common purpose is to color code the ticket according to the practice (or location of a ...
Code of Federal Regulations - Title 45 - Public Welfare
Code of Federal Regulations Title 45 - Public Welfare Volume: 1 Date: 2011-10-01 Original Date: 2011-10-01 Title: Section 164.502 - Uses and disclosures of protected health information: general rules. Context: Title 45 - Public Welfare. SUBTITLE A - ...
COPY & PASTE FREEZES MY COMPUTER
We've received reports of nurses browser or entire computer freezing up when attempting to COPY and PASTE type actions. This is a known issue with some both Windows 10 and latest MacOS desktops and some Chrome updates. if you experience this issue, ...
Answering Service API error codes
200 = Success 405 = No Access to this practice. 406 = Invalid doctor code. 407 = Missing complaint. 408 = Insufficient access to use API 409 = Database query failure. 410 = Invalid DoB format. 411 = This (dc=) doctor does not have Secure Messaging ...
PATIENT MATCHING and LOOK UP
Triage Logic has an internal Patient ID system (PT ID). This id is unique to each detected as a unique patient created on submitting a ticket. This feature can be turned on or off for looking up a patient record (from INTAKE), on creating new ...
RED NETWORK ERROR ON TICKET AFTER CLAIMING.
Nurse reporting to receive a ticket with a RED ERROR MESSAGE. Sometimes even after completely a triage note. All correct information was filled in before the triage, then after closing out the triage note, the ticket view had this error. "assigned=0" ...
Custom Queues
Triage Logic Call Center solution software can have an unlimited number of custom queues. The default and required is "UNASSIGNED" This queue can be renamed per site as to organizations work-flow requirements. Any custom queue created, will have a ...
Priority Rules : Keywords
When submitting a ticket, the ticket PRIORITY level can be changed based on set keywords found in the ticket complaint box. Your admin team can manage these keywords. In the ADMIN => PRIORITY RULES => KEYWORDS (1) is the keyword to look in the ...
Priority Rules : Math logic
The Unassigned Queue page can change the priority of a call ticket based on mathematical logical equations on various points of data. This feature will work in Custom queues as well. In the ADMIN => PRIORITY RULES => MATH DoB of the patient (age in ...
Secure Messaging "ERR 3 : no match or expired"
Secure Messaging has multiple layers of security which must ALL be satisfied in order to open a secure message. Error 3 (ERR 3) does not indicate which of the criteria have not been met. Below is a list of items to verify. The Provider's profile is ...
How to send secured Triage PDF notes over sFTP or SSH
How to send secured Triage PDF notes over sFTP or SSH In the physician profile. Please add the following information to the SEND box, same box where a fax number would be entered. Secured FTP-SSH: ssh@username:password:ip:port:folder
How to Recognize Phishing
How to Recognize Phishing Scammers use email or text messages to trick you into giving them your personal information. They may try to steal your passwords, account numbers, or Social Security numbers. If they get that information, they could gain ...
Antivirus "NORTON" SCAM
This is an actual email our support received . This is both an infiltration tactic and a financial scam. Depending on which way the reader takes it and responds. DO NOT RESPOND TO THE EMAIL !! - Do some quick research before you take any action ...
Delete a never used user account.
If I make a profile for a user in our system and they NEVER use the system is there ANY way to delete their profile? I made one last week and this person will never be in the system. This happens on occasion. We have others we have made that are ...
V5->NOTES report not showing protocol names
If V5 - NOTES report is missing the protocol names. The likely cause is our reporting server does not have access to that protocol database. Need to contact support to do the following : -add the new config to the reports server client config ...
Phishing Example
I need help getting back into my account because I answered my security question wrong and it locked my account. Support does receive similar messages like this. Our Call Center software and MyTriageCheckList does not have security questions to ...
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