Beginning December 6th, you will be able to report issues related to the UChart Winter 2020 Upgrade directly from UChart Hyperspace using the Upgrade Support activity.
Steps to report an issue to the UChart Upgrade Support Team via the Upgrade Support activity from December 6th – December 11th.
Need Support?
1. From the Epic button menu, select Upgrade Support.
You may add the Upgrade Support activity to your Hyperspace toolbar using the Personalize > Modify My Toolbar option
2. The Help Desk screen appears. Search and select the appropriate Issue Type. Refer to page 3-4 for list of issue types.
3. Do NOT complete this field.
Important: Information entered in the Patient field will NOT be sent to the Upgrade Support Team.
4. Enter a Subject.
5. Enter a description of the issue.
6. Verify the Contact name is the name of the user logged into UChart.
7. Enter a valid contact Phone Number.
8. Select a Priority (optional). The default priority is Medium.
9. Click Send.
Do NOT enter any Patient Information (PHI/PII) in any of the fields.
Issues entered via the Upgrade Support activity will be routed to ServiceNow. The Upgrade Support Team will follow up with the user via ServiceNow.
Issue Types
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Issue Type
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Issue Description
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Admitting/Registration
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RTE, Check-in, Admitting, Bed Planning
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Anesthesia
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Anesthesia documentation, Anesthesia providers
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Billing
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Billing, SBO, CBO
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Bronchoscopy Lab
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Bronchoscopy lab procedures
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Call Center
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Scheduling, Visit Contact, SMS Messages, Appointment Requests, Appointment Reminders, Templates, Subgroups, Decision Tree
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Case Management
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Case management, Utilization Review
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Cath Lab
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Cardiology Cath Lab, Case Scheduling, Charting, Charge Posting, Procedure Consents
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Device Integration
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Anesthesia machines, Vital signs monitors, Ventilators, Ventilator surveillance monitors, Dialysis, CRRT, ECMO, high flow O2, etc.
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Emergency Department
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UTower ED, ABLEH ED
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GI Procedures
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GI procedures, Case Scheduling, Charting, Charge Posting, Procedure Consents
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Health Information Management
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Chart correction, Release of Information
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Imprivata
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Single Sign On
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Infection Control
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Isolation/contact precautions FYI, Infection control dashboards/reports
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Inpatient Documentation
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Inpatient charting (e.g. flowsheets, notes, MAR) Patient Lists, Brain, Remote Sitter, Epic Monitor, Patient discharge
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Inpatient Ordering
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Inpatient orders, Order sets
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Lab
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Instrument connectivity, lab orders, lab orders not crossing to lab system
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Oncology
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CTU, Treatment plans, Hem Onc clinics
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Oncology Research
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Research Plans/Medications/SmartSet/Order Set
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Ophthalmology Clinics
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Ophthalmology clinics
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Outpatient
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Outpatient clinics (excluding ophthalmology)
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Pharmacy
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Pharmacy staff, Pyxis, Medications
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Physical Therapy/Occupational Therapy
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Physical Therapy/Occupational Therapy charting
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Population Health
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MSO; Medicare Advantage; Care Manager
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Issue Types- Cont’d
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Issue Type
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Issue Description
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Printing
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Documents not printing or printing to incorrect location
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Quality
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Regulatory requirements, Registry reporting, Quality Assurance
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Radiology
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Radiology
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Interventional Radiology (IR)
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Interventional Radiology
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Scanning/OnBase
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Document scanning
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Scheduling
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Appointment scheduling, CRM, Referrals
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Social Work
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Social Work, Discharge planning
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Surgery
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Case Scheduling, Charting, Charge Posting, Procedure Consents
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Training
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Upgrade training, tip sheets, CBL
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Welcome
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Welcome kiosk
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Other
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Issue type not defined
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If an issue does not fall within the following predefined issue types or occurs outside of UChart/Epic, please report the incident to the Upgrade Support Team by calling 305-243-5999 (Option 1) or by sending an email to UChartHD@med.miami.edu.
Check the Status of Your Request
To allow end users to follow up on the status of their incidents, a link to the ServiceNow Self-Service Portal within UChart is now available from the Epic button>Links menu> ServiceNow Self-Service Portal.
This menu option will open a new browser, requiring the user to authenticate.
Once the user has signed in, the Self-Service Portal displays. From this screen, the user should select, My Orders and Incidents, then My Incidents. The user will then see a list of incidents they have opened in various states.
UChart Tip Sheet Last Updated 12/7/2020
If you require additional assistance, please contact the UChart Help Desk at 305-243-5999, Option 2 or UChartHD@med.miami.edu.
