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Reporting Issues to TIER Support

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Overview

This topic provides suggestions to facilitate communication between TIER® Administrators and NetsmartCares Client Support for TIER.

Tips and Recommendations

Please note that this information can be provided via the NetsmartCares Client Support portal either when initially reporting the issue or by updating existing cases.

Reporting an error   

  • If possible, obtain the exact error message – either written or in a screen shot.    
  • Is this an error that we can repeat? if so what are the steps to get to the error?     
  • Is this error happening for all users? If it is for specific users, give the names and security group the user belongs to.   
  • Does the error occur when logged in as a TIER Administrator or as Bypass?   
  • What version of TIER are you currently using?   
  • Is this error occurring on one specific patient or all patients?   
  • Is the error on one workstation or all workstations? 

Functionality is not working as expected 

  • Did the functionality recently stop working?  If so, have there been any recent changes in TIER that might have affected functionality?   
  • Does the functionality work for some users and not others?     
  • Provide details of what the functionality should do. 

Cannot open document   

  • What is the name of the document?   
  • What is the patient's clientkey?   
  • What is the date of the document?   
  • Where are you unable to open it from? Include the steps taken.   
  • Can someone logged in as a TIER Administrator or as Bypass open document? 

Information missing    

  • Where is the information missing from?      
  • Is it missing for just one patient or for all patients?        
  • Is this information missing for all users? Or will it display if logged in as a TIER Administrator or as Bypass?   
  • Is the information missing on a form or a report? 

Report not displaying data or not working properly   

  • What is the name of the report and where do you run it from?  Care Delivery, Medical/Nursing Console, Billing Console, and so on    
  • Does the report run properly if you run it directly from Crystal Reports but not from TIER?   
  • Is the report missing information or not displaying any information?   
  • Is the report missing information for one specific patient or all patients?     
  • Is the report mapped to the correct database?  Or was it recently modified and is still mapped to a test database?   
  • Can the report be run from the treeview and not the button on the form?