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Escalation Process
The product manager is the authorised person to log further escalations and tickets on Disa Support. She will need thorough detail of the issue as well as all troubleshooting that already took place before issues can be escalated to Disa Support.
Example of what is needed before a issue can be logged on Disa:
| Nr. | Information Needed to log Issues on Disa | Examples | ||||||
|---|---|---|---|---|---|---|---|---|
| 1 | Lab name and code | Kasama Lab and the lab code is ZKS | ||||||
| 2. | Image and description of the problem | Description:
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| 3. | Example barcode/lab number of a record experiencing the problem |
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| 4. | LOG FILE of this example record |
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| 5. | Details of the person in the lab who can be contacted should info be required | Contact person: Lucy Kabango Lucy.Kabango@equiphealth.org Mobile: +260 97 787 8533 |
Disa Lab FAQ section
| Nr. | Question | Answer |
|---|---|---|
| 1. | Is there a Workaround for Disa Lab when the Integration is down? | Please follow the steps as explained in the document below to serve as Work Around when the Integration is down. Disa Workaround for Laboratories if Integration is down.docx |
| 2. | I have problems with the requisitions. When receiving them in the laboratory it give me the code below(screenshot). The've been created at the facility but for some reason in the line of Attributes: Form Type: HIVVL, it shows attributes: gender: Unknown and therefore the DISA number is not assigned due to not identifying the test code. They are from different facilities:
| The HCP's must make sure that they synchronise their phones. The information missing on those barcodes should come from the HCP's. |
| 3. | We have five eLab samples that have failed to be registered on DISA. The error message is as follow: Lab number not assigned: Test code not recognised (See screenshot below).
| The following steps and tests needs to be done by the support agent before logging it with the developers. Troubleshooting steps for client:
Support agent troubleshooting steps:
Should the barcode exist on the system, log a ticket with the developers for investigation. (needs to be escalated to DISA) |
| 4. | How do I check if the Integration is off | The following steps below will assist you on how to check if the Integration is off:
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Disa Lab Monitoring Procedures
Devops Monitoring
Disa & TrakCare | |
| The heartbeat runs every hour to check if there are any records coming through to the system. If there are no records coming through to the system an automatic Jira ticket will be created on Devops side. For TrakCare we only receive one heartbeat as it is a centralized system. For Disa we receive a heartbeat per laboratory as it is not a centralized system. |
| If no new records were received for two days or more an automatic Jira ticket will be created. |
Support Monitoring
When users report that records are not coming through to the system ("Dashboards are not updating"), then please follow the steps below:
- Confirm the problem
- Check for any tickets logged for eLABS on JIRA by devops with the label helium-monitor.
- Confirm whether this is an integration issue.
- If found - the respective integration has an issue and is being monitored by the team.
- If no JIRA tickets were found (meaning that the platform integration is working) then confirm whether multiple laboratories are experiencing the problem.
- Confirm whether multiple laboratories are experiencing the issue.
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- If the heartbeat for the specific laboratory investigated is active and we have confirmed that records for this specific laboratory has not been received - request that the laboratory logs a ticket on the Disa/TrakCare helpdesk.
- If multiple laboratories are experiencing the problem and no JIRA tickets have been created, then the support agent needs to investigate the "Third Party Dashboard on the Support Web Role". Request an example of a sample (barcode) that the user expects to see on eLABS and then follow the below troubleshooting steps:
- For Requisitions: Check if the barcode was sent to the third party on the eLABS Requisition Dashboard. If not found, ask the HCF to sync, if they have synced and it is still not found - check the latest record received for "Requisition_Integration" on the "Integration Monitor on the Support Web Role". If this date is older than 4 hours, log a ticket to the team and if not please wait until it is before logging a ticket. If the barcode is found - then the issue is not related to the integration.
- For Registrations: Check if a registration was received on eLABS on the LIS Registration Dashboard. If not found - check the latest record received for "Requisition_Integration_Push" on the "Integration Monitor on the Support Web Role". If this date is older than 4 hours, log a ticket to the team and if not please wait until it is before logging a ticket. If the registration is found - then the issue is not related to the integration.
- For Results: Check if a registration was received on eLABS on the LIS Result Dashboard. If not found - check the latest record received for "Results_Integration" on the "Integration Monitor on the Support Web Role". If this date is older than 4 hours, log a ticket to the team and if not please wait until it is before logging a ticket. If the result is found - then the issue is not related to the integration.
Integration Monitor Explained | ||
Heartbeat | The heart pings every hour. | |
A) | Requisition_Integration | eLabs send records to TrakCare/Disa. (clients need to make sure that facilities have synchronized). |
B) | Requisition_Integration_Push | Registration take place at TrakCare/Disa then TrakCare/Disa sends the information to eLabs. |
C) | Result_Integration | The results are authorized at TrakCare/Disa and then it is received on eLabs. |