At times Ohio SACWIS might not seem to work properly or give you the response you expect. Your initial impulse may be to solicit help from a coworker or from one of your agency's super users. Before you ask for help, you may be able to resolve the issue yourself.
First, try to duplicate the problem and determine whether it's the result of entries that you made or a system issue. Ask yourself the following questions:
Have you done this task before? |
If not, click on the Help button in the header, click the Help & Training link in the footer; consult with the SACWIS Knowledge Base, or your coworkers.
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Did you perform all of the steps in the correct sequence? |
If you're not sure, perform the steps again and follow the correct sequence. Refer to Online Help for the correct sequence.
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When was the last time you did this task successfully?
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If the problem persists, it may be the result of a system failure. Gather the details of the problem and report it to your local super user, according to the practices of your agency. Your agency has a set of protocols in place for you to follow. |
Can you complete the task on another PC (without duplicating saved data)?
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Are others having the same difficulty?
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Is this issue addressed in a Knowledge Base article? (See Knowledge Base.) |
If you cannot solve your problem, solicit help from your supervisor or agency super user. Having answers to the questions above will greatly aid a super user or the help desk as they try to resolve your problem.
In addition, collect the following details:
Write a description of the problem.
Identify the screens, tabs, fields, buttons, and links that are related to the problem.
Describe the steps that you performed before you ran into the problem.
Write down any error messages.
Identify the relevant intake ID, case ID, provider ID, person ID, or person name.
Capture screen shots of any error messages or unusual displays. For example, use the Print Screen function on your PC and paste the image into a word processing document.
Identify any other users who are having the same problem, if you know of any.
Provide the super user or help desk with your user ID and name.