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OTTR Admin Best Practices

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/ CalD /RA Upgrades/Installations Resources for you. What makes a good Support Ticket?.

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OTTR Admin Best Practices

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  1. OTTR Admin Best Practices OUI 2016

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

  3. 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

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

  5. Any Questions?

  6. 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.

  7. 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 goLive or recent upgrade.

  8. 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

  9. Any Questions?

  10. 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?

  11. 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

  12. Any Questions?

  13. 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

  14. Any Questions?

  15. 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

  16. Any Questions?

  17. 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

  18. 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.

  19. 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 ListServ • Contact our support department (support@ottr.com) to be added to list • Email address: Customer-forum@ottr.com

  20. Any Questions?

  21. 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

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

  23. Any Questions?

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