Message Tracker User Guide. June 2017

Transcription

1 Message Tracker User Guide June 2017 AIMS: Message Tracker User Guide Page 1 of 21 June 20th, 2017

2 Contents Contents 2 Document Revision History 2 About 3 Welcome to the AIMS Platform 3 Functionality & Capability 6 Profile 6 Search 8 View Message Details 11 Message Restoration 13 Notifications 16 Support 17 Frequently Asked Questions & Troubleshooting 20 What do the various options for the Status criteria mean? 20 What is the difference between an Inbound and Outbound message? 20 How long will the system allow me to remain logged in? 20 What are acknowledgements? Why do some outbound messages have acknowledgements and others do not? 20 Are only successfully transmitted messages archived? What happens to messages that are not successfully transmitted? 20 When a message has been restored, will it be accessible to all users or only the user who restored it? 20 Will a user be allowed to restore a message for which that user or another user has already requested a restoration? Does it matter if the original request has been fulfilled or not? 21 Does the time it takes to complete a message restoration vary on weekends and holidays? 21 Document Revision History Alissa McShane June 20, 2017 Original guide with screenshots from phase 1 of Message Tracker user deployment Eddie Gonzalez Loumiet Geo Miller June 21, 2017 Revisions for feature upgrades and clarity Alissa McShane June 26, 2017 Revisions based on feedback from Quest Diagnostics AIMS: Message Tracker User Guide Page 2 of 21 June 20th, 2017

3 About Hosted on the Association of Public Health Laboratories (APHL) Informatics Message Services (AIMS) Platform, the Message Tracker is a portal application that provides approved users with the ability to track message transmission, view details of specific messages, and search and recover archived messages. This guide describes the current functionality available as of June 20th, Users should submit support requests with bugs, issues, or desired features. Welcome to the AIMS Platform AIMS: Message Tracker User Guide Page 3 of 21 June 20th, 2017

4 All users will go through the AIMS Platform ( ) to enter one of their available applications. The Message Tracker is one of many possible applications hosted on this platform. Sign into the AIMS Platform and pass Two Factor Authentication. Once inside, you will be greeted by the AIMS landing page. Scroll down to view your available applications. AIMS: Message Tracker User Guide Page 4 of 21 June 20th, 2017

5 On the applications screen, you will see the applications to which you have been granted access on the AIMS platform. To enter the Message Tracker application, select OPEN under Message Tracker. AIMS: Message Tracker User Guide Page 5 of 21 June 20th, 2017

6 The user will be greeted by the Message Tracker Dashboard. Use this Dashboard to view your Recent Activity, Searches, Message Restorations, and available actions. Functionality & Capability Within the Message Tracker application there are several key features. Below are descriptions of these key features. Profile The AIMS Platform team recommends that users set up their user profile right away when logging into the AIMS Platform. The user should update his or her Profile with current and correct phone number, address, and other information. Navigate to your user Profile by selecting Profile in the top right corner of the screen from anywhere in the AIMS Platform. AIMS: Message Tracker User Guide Page 6 of 21 June 20th, 2017

7 Users should configure their desired method of receiving Two Factor Authentication Codes ( or SMS) and download Two Factor Authentication Recovery Codes for offline use. When leaving this page, you will not be able to see these codes again - so you will want to print or copy them to a secure place. A new set of codes can be requested whenever you like. These codes will invalidate for the following reasons: The codes are one-time use, so when a code is used, it is invalid. Cross off the code from your list after using it. The entire set of codes will expire after 3 months, so new Recovery Codes should be downloaded periodically. The date that the codes will expire is displayed just above the codes. Whenever you request a new set of codes, the old set of codes will be invalidated. Never share your password or Two Factor Authentication Recovery Codes with anyone else. AIMS Representatives, Security, and Staff will never ask you for passwords or codes from you. AIMS: Message Tracker User Guide Page 7 of 21 June 20th, 2017

8 Search To search for a message in the Message Tracker application, select Search on the left side navigation bar and select the type of message you are searching for from Inbound Only, Outbound Only, or Inbound & Outbound. AIMS: Message Tracker User Guide Page 8 of 21 June 20th, 2017

9 When you first enter the Search page your search criteria will be blank. Select Add Search Field near the upper left corner of the gray area, and select from the available search criteria categories. AIMS: Message Tracker User Guide Page 9 of 21 June 20th, 2017

10 The AIMS Platform team recommends that the user search by more than one search criteria if it is available, due to high volume of daily messages. If you have a second or third piece of information by which to search, repeat this as necessary until all search criteria that you have is input. Remove any unwanted or mistakenly selected search criteria by selecting the red - to the right of the criteria. If a criteria that you want to use is not available for search in the Add Search Field menu, simply submit a Support Request asking that this criteria be added to the menu. The AIMS Platform team will research the PHI protection considerations and implement it if possible. You will either receive acknowledgement of the addition or a description of why it is not allowed via notification. AIMS: Message Tracker User Guide Page 10 of 21 June 20th, 2017

11 View Message Details Once a user finds the targeted message, he or she can learn a lot about that message by viewing the details, tracking information, or the actual HL7 message. Access all of this by selecting View for that message. Once inside the dialog box, select from the tabs across the top of the white area to either view the Message Details ( View Details ), Tracking Status ( View Tracking ), or HL7 Message ( View Message ). AIMS: Message Tracker User Guide Page 11 of 21 June 20th, 2017

12 Inbound View Tracking Dialog Box Outbound View Tracking Dialog Box AIMS: Message Tracker User Guide Page 12 of 21 June 20th, 2017

13 Message Restoration In order to comply with HIPAA PHI regulations, the AIMS Platform automatically archives successfully transmitted messages after 90 days. This preserves the delicate balance between data purge and availability. A user can restore a message from the archives at any time by selecting Restore Message while viewing a message. While still inside the view message page for an archived message, select Restore Message for your desired message. AIMS: Message Tracker User Guide Page 13 of 21 June 20th, 2017

14 It can take up to 1 day, usually about 5 hours, for a message to be restored, but users can subscribe to receive a notification for when a message becomes available so that they do not have to check back into the application. AIMS: Message Tracker User Guide Page 14 of 21 June 20th, 2017

15 You will be notified that your Restoration Request was successful. The notification that your message has been successfully restored will look something like this. The message will be available for a communicated amount of time, then it will return to archives where another request will be required to access it. AIMS: Message Tracker User Guide Page 15 of 21 June 20th, 2017

16 A user s completed restorations will be available to view on the Message Restorations page. Navigate to this page from anywhere within the Message Tracker app by selecting the Restorations tab on the left side navigation bar. Notifications A user can edit his or her notification settings for all AIMS Platform applications from the Notification Settings page. To navigate to this page, select Notifications from the top navigation bar, then See All Notifications. Once inside the notifications page, select Settings. AIMS: Message Tracker User Guide Page 16 of 21 June 20th, 2017

17 A user can configure his or her notification settings for each individual application to which he or she has access by selecting the tabs across the top of the white area. A user may have access to multiple applications. A user can configure his or her notifications to be received by , SMS, web alert, or a combination of these. In order to receive proper notifications, make sure your Profile Settings are correct. Support The Support icon will reside on the top right corner of your screen from anywhere within the AIMS Platform. Since Support is central to AIMS, a user can access the support feature from the AIMS Platform Dashboard or from any application inside the AIMS Platform. A Support Request automatically creates a JIRA ticket within AIMS Support. AIMS: Message Tracker User Guide Page 17 of 21 June 20th, 2017

18 Requesting support from inside Message Tracker Requesting support from the AIMS Platform Dashboard Access the Support Page from the AIMS Platform Dashboard or from an individual application by selecting Support then Request Support. AIMS: Message Tracker User Guide Page 18 of 21 June 20th, 2017

19 Since Message Tracker Support is central within AIMS, you must be as specific as possible when creating a support ticket, being sure to include: Which application you are referencing (i.e. Message Tracker) Whether it is a suggested feature augmentation or a technical issue Your suggestion or issue with a brief description Once a user completes a support request, a history of his or her support requests will appear on the Support page. These requests are searchable and viewable by various numbers per page. View your support request history at any time by selecting Support > View All Issues. AIMS: Message Tracker User Guide Page 19 of 21 June 20th, 2017

20 Frequently Asked Questions & Troubleshooting What do the various options for the Status criteria mean? Queued - this message is in a queue to be sent by the sender. Sent - this message has been sent by the sender but has not yet been received by the intended recipient. Received - this message has been received successfully by the intended recipient but not yet been processed. Processed - this message has been received by the intended recipient and has been processed. Errored - this message has encountered an error in transmission. What is the difference between an Inbound and Outbound message? An inbound message is one as it was received to AIMS platform. message sent by AIMS platform. An outbound message is a How long will the system allow me to remain logged in? As long as you are actively using the application, you will not be logged off. The application has a timeout function that will log users off after 10 minutes of inactivity. This function serves to protect PHI. What are acknowledgements? Why do some outbound messages have acknowledgements and others do not? At present only messages generated from a few jurisdictions offer acknowledgements, primarily CA (calredie). Most others are delivered via phinms, where we have no access to an acknowledgement. Are only successfully transmitted messages archived? What happens to messages that are not successfully transmitted? All messages in the system will be archived after 90 days. When a message has been restored, will it be accessible to all users or only the user who restored it? A message restoration will be available to all message tracker users once it is restored. AIMS: Message Tracker User Guide Page 20 of 21 June 20th, 2017

21 Will a user be allowed to restore a message for which that user or another user has already requested a restoration? Does it matter if the original request has been fulfilled or not? If another user has already requested a message restoration, you can subscribe to be notified of the completion of the restoration. Does the time it takes to complete a message restoration vary on weekends and holidays? The message restoration time is constant at around 5 hours regardless of weekends or holidays. AIMS: Message Tracker User Guide Page 21 of 21 June 20th, 2017