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Troubleshooting
📌 Overview
This document logs troubleshooting tickets handled within the Technology Operations board.
📂 View All Jira Troubleshooting Tickets
🔹 Resolved Tickets
| Ticket ID | Vendor | Issue Summary | Resolution | Status |
|---|---|---|---|---|
| TO-3179 | Azalea | Patient appearing out of network for Dr.Jeelani | Confirmed under Demographics for the Patient the Rendering Provider field is empty | ✅ Resolved |
| TO-2388 | Azalea | Mapping Patient's DOR to Azalea's Rendering Provider field | Confirmed that the patient’s DOR is now automatically mapped to Azalea as the rendering provider, eliminating manual entry by the billing team. | ✅ Resolved |
| TO-947 | Change Healthcare | Delays in resulting lab/Rx order to the KEMR | Worked with 3rd party vendor and ensured orders being transmitted and results being received without any delays | ✅ Resolved |
| TO-1285 | Change Healthcare | New Users Added in Clinician are not linking in KEMR | Met with vendors after outage, Confirmed that when creating a new user within Clinician, you must make sure the Password Expire checkbox IS checked in | ✅ Resolved |
| TO-1949 | Change Healthcare | CHC: Roohi Jeelani recieve errors for ID.me configuration | Met with provider,went over process, confirmed she is now EPCS credentialed in the Chicago market | ✅ Resolved |
| TO-2115 | Change Healthcare | Multiple users receiving error when Ordering RX (Provider Related) | Completed EPCS credentialing for 10 providers at the Chicago location over 3 months, resolving errors that blocked lab/Rx orders. | ✅ Resolved |
| TO-2167 | Change Healthcare | The Provider is encountering an error message "action denied" when attempting to order RX. | Ensured that the provider is able to e-prescribe controlled substances within the Chicago and Atlanta market | ✅ Resolved |
| TO_2346 | Change Healthcare | Lab Orders Disappearing from KindEMR once created in San Diego | The vendor responded quickly but took 5 weeks to resolve the issue, which stemmed from not associating our admin user to a location, causing orders not to appear in the San Diego market despite internal troubleshooting identifying the problem early. | ✅ Resolved |
| TO-2377 | Change Healthcare | Users constantly receiving Temporarily Broken Error | ✅ Resolved | |
| TO-3576 | Comcast | San Francisco Clinic Internet Down | Resolved SF internet outage by fixing payment issues with AP/Teampay, restoring service after 1 day outage. Setting up automated tracking to prevent future missed payments | ✅ Resolved |
| TO-3406 | Labcorp/Change Healthcare | Partial Results EMR beaker issue in San Diego & Newport clinics | Escalated Labcorp result issues to CHC. Confirmed final results are now sent for San Diego & Newport. Clinic Director will monitor for any inconsistencies. | ✅ Resolved |
| TO-3662 | Change Healthcare | Clinician Error Occurred...Cannot order under patient | Confirmed in Clinician that the patient populates and it is now fixed, I’ve adjusted any accent marks found in Clinician to ensure it matches the KEMR. | ✅ Resolved |
| TO-3678 | Jira Atlassian | Offboarding tickets not pulling KPI and other preset fields | Located the root issue, ran test after changing settings, confirmed fixed | ✅ Resolved |
| TO_3514 | Verkada | Verkada Subscription is expired causing features to be greyed | Negotiated with vendors. Verkada subscription renewal completed. Successfully claimed licensing keys and restored services. All features should be functioning properly. | ✅ Resolved |