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System Diagnostics Wizard

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Steps for Running the System Diagnostic Wizard

To run the System Diagnostic Wizard, complete the following steps:

  1. Select the System Diagnostic Wizard icon from the Actions section>System card.

    The first screen of the wizard is shown.

  2. Indicate Yes or No to the question Has a Troubleshooting Checklist been completed for this issue?
  3. Enter a Code to identify this issue. This code is included in the name of the file created (see step 16).
  4. Select Yes or No to answer the question Does a Case exist for this issue?
  5. If the answer to step 4 is Yes, the Case Number field is enabled. Enter the case number given by the API Healthcare customer service representative.
  6. From the Field Look Up Values, select the File Share Name where the file created by this wizard should be located. Note: If there is only one file share designated as System Diagnostic, this field is not visible.
  7. Select Yes or No to answer the question Is this issue related to a recent Work Order?
  8. If the answer to step 7 is Yes, the Work Order Number field is enabled. Enter the number of the related work order.
  9. Select the level of Urgency of this issue from the drop down menu (i.e. Low, Normal, or High).
  10. Click on the Next button.
  11. In the first free-form text field, enter information in the field; Please enter a detailed description of the problem. Be sure to include all details of the issue.
  12. In the second free-form text field, enter information in the field; Please enter a detailed description of the expected results. Include details as to what the user thought should have happened, but did not.
  13. Click on the Next button. A basic Employee Search screen is displayed.
  14. Enter criteria to search for the employee record which is causing the issue. If more than one employee record is involved, rerun the search to create a sample set of employee records. Note: Not all employee records involved in the issue need to be forwarded to API Healthcare, only a sampling.
  15. When finished selecting the employee records, click on the Finish button.
  16. If the Event Subscriptions for this wizard have been configured, a message is sent to you indicating whether the file was successfully created. Depending on the notification method selected, this notification is by email or is displayed on the My Unread Messages section of the Home page in the portal (or both).
  17. With a successful entry, a Request Object Message is sent to the Application Server for the diagnostic request. The message is routed to the agent and a calculations diagnostic process is run.

    The process results in the following files being created and placed in the Repository:

  18. A request is then sent to the File Share Server to Transfer the files in the Repository to a File Share Location.

The following fields are available when running the System Diagnostic Wizard:

Has a Troubleshooting Checklist been completed for this issue?*

Indicates whether the Troubleshooting Checklist has been completed for this issue (Yes/No). The checklist can be accessed from the Informational Message box at the top of the screen.

Code

Short, alphanumeric description of the issue, used to identify the issue when referencing the xml file and other elements of the process.

Does a Case exist for this issue?

Indicates whether there is an existing Customer Service case created for this issue (Yes/No). If this field is set to Yes, the Case Number field is enabled.

Case Number

The Customer Service case number relating to this issue. This field is only enabled when the "Does a Case exist for this issue?" field is set to Yes.

File Share Name

The name of an existing File Share location, where this record should be created. This field defaults to the first file share with a category as System Diagnostic, but can be changed. Note: This box is only displayed when more than one File Share exists with a category of System Diagnostic.

More About File Patterns

Is this issue related to a recent Work Order?

Indicates whether this issue is related to a previously installed Work Order (Yes/No). If this field is set to Yes, the Work Order Number field is enabled.

Work Order Number

The Work Order number relating to this issue. This field is only enabled when the "Is this issue related to a recent Work Order?" field is set to Yes.

Importance

Indicates the level of urgency of this issue (i.e. Low, Normal, or High).

Please enter a detailed description of the problem

Free-form text field to enter a detailed explanation of the issue.

Please enter a detailed description of the expected results

Free-form text field to indicate the results that the user was expecting.