TrakCare

Owned by Lucinda Basjan
Last updated: Jun 13, 2023 by Grant Rothquel
3 min read

TrakCare Support Process


Description: Development changes will be logged with NHLS, who will then log issues directly with TrakCare

OrganisationRoleContact Details
NHLS Lead Contacts

/wiki/spaces/SUP/pages/6652529


TrakCare SLA and Monitoring


Devops Monitoring:

https://monitor.heliumapps.com/monitor/check_mk/index.py?start_url=%2Fmonitor%2Fcheck_mk%2Fdashboard.py%3Fname%3Dproduct_integrations


Disa & TrakCare

  • Heartbeat ping

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.

  • Requisition Push

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:


  1. Confirm the problem

    1. Check for any tickets logged for eLABS on JIRA by devops with the label helium-monitor.

    1. 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.

    1. Confirm whether multiple laboratories are experiencing the issue.

      1. ***

      2. 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.

  1. 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:

    1. 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.

    1. 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.

    1. 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


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.


Escalation Process:


TrakCare

Follow process on Wiki. Example of how the email should look when logging a ticket with TrakCare.





TrakCare Monitoring 


This document thoroughly explains the eLabs 3rd Party Integration: WIP eLabs Integration Prod- TrakCare


TrakCare Troubleshoot FAQ's

Nr.QuestionAnswer
1.

There is no records coming through to the system. How to check if the integration is on?

  1. Login on eLABS RSA.
  2. Go to 'more' and select third party dashboard.
  3. Check the last record received by the system.

To check if the heartbeat is on, we need to send a request to DevOps - e.g. if there were no records received for seven days.

If the heartbeat is on then the product owner will get in contact with TrakCare.

    • It could be that their firewall is blocking us to get data or there is an error on their system.
2.How to check if records came through from Trakcare

Follow the steps below:


  1. Login on https://elabs.nhls.ac.za/web-client/index?roleName=Administrator
  2. Click on More, Third Party Dashboard
  3. The Integration Push logs will appear and all results will be viewed on this page, should no entries be shown, then the records did not push through
  4. Log a DevOps Ticket to ensure that the heartbeat object is working