HOTS

HOTS Guide

The following items serve as a checklist to diagnose the most common issues within Practice Gateway. If these steps do not resolve the issue, please escalate the ticket to the Consulting/Development team by assigning it to the Unassigned queue. Be sure to include internal notes detailing the steps taken to identify the issue.

Updates to this document will be iterative. Even if you have learned and adapted all the steps listed, please keep this document accessible via IT Glue, as it will be regularly updated with new steps based on ticket resolutions, newly identified issues, and Practice Gateway feature updates. Data Issues For many of our clients, the main source of the problem is data issues. When referring to the PMS (Practice Management System), this will be Practice Engine for Scrutton Bland and CCH for other clients. This information allows you to tell the client which system they should be updating their data in when closing the ticket.

Search for Duplicates Scrutton Bland PG Link In this example, we searched for Ben Edwards and found three different results. If there is more than one contact result as per screenshot below, this should be reported back to the client as a data issue, with a request for them to update the records in Practice Engine.

Please ensure Julia Furey is CC’d in the response, as she is our Practice Gateway Champion for Scrutton Bland and can provide assistance or training if needed. This update should be carried out internally by Scrutton Bland, rather than by T-Tech.

Client not syncing If a client doesn’t sync over, it is also important to check that the email for the client doesn’t already exist within practice gateway under another client. The system doesn’t

Connection Check If there are no duplicate contacts but an issue has still been reported, the next step is to check the client type and connections, and confirm that the record exists in the first place. In some cases, you may find that an individual is incorrectly listed as a corporate, trust, partnership, etc., instead of as an individual. This is, once again, a data issue within Practice Engine, and it needs to be corrected in that system. Once the update is made, the changes will pull through to Practice Gateway and update the record accordingly.

The client types shown in the first screenshot below are the correct ones, as they represent individual client types. 1. The client types shown in the second screenshot below are incorrect, as they are listed as entities and do not represent individual client types. 2. If these Client types are correct as per the steps above but the issue remains, the next step is to check the connections of the contact. As an example, a user may report that their client is unable to see a document approval. The document approval may appear as shown in the screenshot below. 3. If the document approval has been sent to Audit, as shown in the highlighted 'Service Line' section of the screenshot above, you can click on Connections. The contact must have an Audit connection, as shown in Screenshot 4. 4. If a different connection is listed, then this is the root cause of the issue for this contact. The user should correct this themselves - it should not be done by T-Tech. The Support Desk should provide the user with steps on how to re-create the connection. Once again, Julia Furey should be CC’d on these ticket closures for visibility, as she is the Practice Gateway Champion for Scrutton Bland, and she should also be notified of any tickets raised for Practice Gateway.

Contact Not Syncing A contact will only pull through to Practice Gateway if they are connected to a client or are a client in their own right. You can check this on the clients tab and connections tab in PE.

They will also not pull through if a client’s email already exists within the system under another account, so check if the email already exists within PG.

If the email address does match to a different client, you need to close the ticket back to the ticket raiser and inform them of this, please CC Julia Furey as she can assist the user if necessary.

Connections / Document approval ticket examples: HALO

User Rights Coming soon . . .

Common User errors Coming soon . . .