OTTR Admin Best Practices OUI 2016 OTTR Admin

OTTR Admin Best Practices OUI 2016

OTTR Admin Tips/Tricks Submitting good support tickets Disaster Recovery Plans Working with the end users New users Interfaces/Cal. D/RA Upgrades/Installations Resources for you 2

What makes a good Support Ticket? A good support ticket makes it as easy as possible for our team to diagnose and fix the problem. Detailed account of issue ◦ What happened? ◦ What did you expect to happen? Repeatable Steps to recreate issue Patient Example Screenshots and/or error message text Attach any Pertinent files 3

Disaster Recovery Does your site have a plan? Are you familiar with it? Has it been tested? 4

Any Questions? 5

How do we make the clinician’s lives easier? Meetings with end users ◦ How are they doing? ◦ Are there bugs that need reported? ◦ Are there config changes that could make their lives easier? Process to request changes ◦ Which users can ask you for config changes, and do you have an established process Newsletters ◦ Some sites have employed a regular newsletter to keep users on the same page. 6

New user training Who trains new users on OTTR ◦ Game of Telephone? ◦ 1 -2 super-users responsible for training Do you have a written guide? ◦ Good place to start: Documentation provided during user training from your go. Live or recent upgrade. 7

OTTR 7 – Adding new users Template users ◦ Add new users w/ locked account and set to inactive. ◦ Use “Dupe as New User” function to create new users of a given type 8

Any Questions? 9

OTTRfeed, Calendar D, and RA Know where they are. Know how to read the logs and bounce the service How do I know if there’s a problem? 10

OTTRfeed Resides on a dedicated interface box Can use ofc/dashboard (depending on version) Can also look at the spool folders Signs of Problems: ◦ Call from upstream system’s interface team ◦ You check the spool folders and note a large number of messages piled up and not going through ◦ Clinicians note a lack of lab/ADT data in patient charts When restarting services, use task manager to ensure all processes close before turning back on 11

Any Questions? 12

Calendar D Typically resides on either DB box or Interface box Has detailed log files ◦ Smaller ones are “day mode” (emails) ◦ Larger ones are “night mode” (trim zz$ tables/ update schedules) Signs of problem: ◦ “OTTR Calendar” warning message on startup ◦ Progress Note/list notification emails not going through ◦ Patient Schedules not being updated When restarting services, use task manager to ensure process closes before turning back on 13

Any Questions? 14

Registry Agent Typically resides on either Interface box or it’s own server Has “noisy” log files ◦ Look for lines containing word “error” How do I know there’s a problem? ◦ Users will get error messages when downloading/uploading/validating forms When restarting services, use task manager to ensure process closes before turning back on. ◦ May have to terminate “Java. exe” process via task manager to get service stopped 15

Any Questions? 16

Upgrade Tips Reserve clinical resources for testing ◦ Less time troubleshooting post-upgrade ◦ Fewer surprises for end user Enact configuration freezes ◦ Fewer moving parts = better upgrade ◦ Helps ensure nothing gets lost in the shuffle Be careful when overwriting the test database ◦ Save any work you were doing in test ◦ Please give us some warning so we can do the same 17

OTTR 7 Implementation – Things to consider during testing Reports ◦ OTTR 7 HKIDL/Crystal Reports ◦ Test carefully Lists ◦ MRN replacement Text documents ◦ Auto-calculation ◦ Help text Externally facing? May want to change that OTTR password. 18

Resources OTTR Admin Classes ◦ OTTR Admin I Maintenance Basic configuration User account management ◦ OTTR Admin II Study of database schema Advanced Configuration In depth study of patient lists ◦ Crystal Reports Basic HKIDL Basic Crystal Reports knowledge Customer List. Serv ◦ Contact our support department (support@ottr. com) to be added to list ◦ Email address: Customer-forum@ottr. com 19

Any Questions? 20

QAPI/Data quality lists Already on your system Add yourself to the following roles ◦ Data Quality Lists ◦ Sys Admin - Software Support Lists Data Quality Lists 21

Sodium MELD New lab, expands Adds Sodium to UNOS MELD calculation Some of you already have it Contact Support if you want it 22

Any Questions? 23