Welcome to the second installment of SoupedUp Client Support Tips & Tricks.
This edition is jam packed full of helpful information on:
- New Users / User Creation
- Inactive Users
- Electronic Order Management
- Integration Management
- Reports
- Knowledge Base
Troubleshooting - Tips & Tricks |
Here is some key information on troubleshooting common user problems or changes/enhancements in SoupedUp.
New Users / User Creation
- Please note SoupedUp does not create individual users for your organisation. Please contact your Administrator if you need a user added.
Inactive Users
- Did you know? A user will become inactive after 3 months if you don’t login. In line with maintaining safety and security of systems, SoupedUp has made some changes over recent months, which included auto-deactivation of unused accounts greater than 3 months.
- You can now easily reset your password if required to login.
- More information can be found in the Knowledge Base here.
Electronic Order Management
- We've noticed that many users are opening multiple order forms without closing them off. In doing this, it can sometimes cause an error to occur.
- We recommend completing the following process to avoid any issues:
- Ensure only one page of orders is opened in the same wing at the same time. Ensure you save and close out of the order form once finished.
- On portable devices, ensure you’re not opening multiple tabs without saving the current orders.
- Always remember to save and close out the order tab, even if going away from the device for a short period.
Integration Management
- Have you nominated your clinical integration manager?
- Ensure you’ve updated your integration manager contact details so we can communicate with them should you in incur any issues.
- Make sure it’s the most up to date contact, and let us know if this contact changes.
- Feel free to send a support ticket to update the contact details.
- Reminder: please check integration logs.
- This is recommended daily, however, check depending on your facilities needs.
Reports
- When logging a support ticket, if your issue is around a report, please include the following information:
- What Operating System and version and what device were you using (ie; Windows 10 Lap top, iOS iPad, macOS X Lap top, Android 11 Tablet, etc).
- What browser were you/others using (ie; Google Chrome, Mozilla Firefox, Safari, etc)?.
- Name and email address (all users who have had same issue).
- Provide a summary of what you were doing when the issue occurred.
- Provide additional details as applicable:
a. Resident(s) Name, WRB details.
b. Report Name and filters used (ie; sort filters used when the issue occurred).
c. Menu Name.
d. Order Form or Report and filters used.
e. Other. - Provide screenshots/attachments.
Knowledge Base
- We’re spending time updating the Knowledge Base to make sure it has the most recent, up-to-date information on using SoupedUp software.
- We’ll try where possible to provide a link to the Knowledge Base with further information so you can review it any time that suits.
Best wishes,
Rhonda Pastura
Client & Support Manager