Add or Update an Issue

1. Access the Add Product Issue page.
   • Select Go To > Implementation > Product Inventory. The Product Inventory page opens.
   • Click a link in the Product Name column. The Product Issue List page opens.
   • Click Add Issue. The Add Product Issue page opens.

   or

2. Access the Update Product Issue page.
   • Select Go To > Implementation > Issues > All Products Issues. The All Products Issues page opens.
   • Click a number in the No. column. The Update Product Issues page opens.
3. Type the issue description.

   Note: You are limited to 100 characters, including spaces. If you exceed the limit, a message such as the one following appears:

   Issue Description: 100 character limit. Please remove [...] characters from the description.

4. Select a category. For more information on issue categories, refer to Issue Categories.
5. Select a status.
   • Open means the issue is unresolved.

     The issue is open until the person who opened the issue applies the resolution in the system and successfully runs the audit report with no errors due to the issue.

   • Close means the issue is resolved.
   • On Hold means the issue is unresolved but FinThrive and the customer (client) have agreed to put the issue aside for now.
6. Select an issue link.
   • Select Coneff Entry to link the issue to the effective date record for the contract.
   • Select Contract Document to link the issue to the master contract document.
7. Select a priority.
   • Low means the issue is not significantly affecting the implementation process but needs resolution; for example, lacking an original contract or needing some clarification.
   • Med means the issue might affect production at a later time, but is not stopping forward movement at this time; for example, lacking a fee schedule.
   • High means the issue is critical to moving forward. For example, missing rate pages in a contract.
8. If authorized, select a hide option.
   • Change the status to No when you want the customer (client) to see the issue and resolve it; they change it back to Yes when the issue is addressed and assigned to a FinThrive responsible party for application and testing in the system.
   • The default, Yes, hides the issue from the customer (client) on the Internet until it is reviewed.
9. If authorized, select a responsible organization.
   • When opening an issue initially, select FinThrive as the responsible organization.
   • Change the responsible organization to Client (customer) if the issue cannot be resolved internally and to FinThrive after the customer (client) responds with a resolution.
10. If authorized, type the initials of the responsible party.
    • Only authorized personnel can assign a responsible party.
    • When opening an issue initially, leave the responsible party blank.
    • Refer to The Issue Resolution Process.
11. Select a Reject option.
12. To cancel entries or updates, click Reset.
13. Select the After Save option.
    • Select Add comment to issue to allow you to add a comment to the issue and return to this page.
    • Select Return to Issues List to display the All Products Issues List.
    • Select Add new issue to allow you to continue adding issues.
14. Click Save Issue.

The following table describes the fields on the Facility Level Issue page. The URL for this page is status_issues_addmodify.asp.

• View Product Issue List shows the list of issues and details about the issues. For more information, refer to View the Product Issue List.
• View Product Issue Comments displays the Product Issues Comments page. For more information, refer to View or Add Product Issue Comments.
• View Contract Profile displays the Contract Profile page. For more information, refer to View a Contract Profile.

1. Access the Add Facility Level Issue page.
   • Select Go To > Implementation > Issues > Facility Level Issues. The Facility Level Issues page opens.
   • Click Add Issue. The Add Facility Level Issue page opens.

   or

2. Access the Update Facility Level Issue page.
   • If necessary, select a single facility.
   • Select Go To menu > Implementation > Issues > Facility Level Issues. The Facility Level Issues page opens.
   • Click a number in the No. column. The Update Facility Issue page opens.
3. Type the issue description.

   Note: You are limited to 100 characters, including spaces. If you exceed the limit, a message such as the one following appears:

   Issue Description: 100 character limit. Please remove [...] characters from the description.

4. Select a category. For more information about categories, refer to Issue Categories.
5. Select a status.
   • Open means the issue is unresolved.

     The issue is open until the person who opened the issue applies the resolution in the system and successfully runs the audit report with no errors due to the issue.

   • Close means the issue is resolved.
   • On Hold means the issue is unresolved but FinThrive and the customer (client) have agreed to put the issue aside for now.
6. Select a facility (or group) to which to link the issue. Refer to Facility Issues for more information about issues in a multi-facility organization.
7. Select a priority.
   • Low means the issue is not significantly affecting the implementation process but needs resolution; for example, lacking an original contract.
   • Med means the issue might affect production at a later time, but is not stopping forward movement at this time; for example, lacking a fee schedule.
   • High means the issue is critical to moving forward. For example, reimbursement rate pages are missing from a contract.
8. If authorized, select a hide option.
   • Change the status to No when you want the customer (client) to see the issue and resolve it; they change it back to Yes when the issue is addressed and assigned to a FinThrive responsible party for application and testing in the system.
   • The default, Yes, hides the issue from the customer on the Internet until it is reviewed.
9. If authorized, select a responsible organization.
   • When opening an issue initially, select FinThrive as the responsible organization.
   • Change the responsible organization to Client (customer) if the issue cannot be resolved internally and to FinThrive after the customer (client) responds with a resolution.
   • Only a senior analyst can assign the customer (client) as the responsible organization, which automatically sets the hide option to No.
10. If authorized, type the user code of the responsible party.
    • Initially, leave the responsible party blank. Only a senior analyst can assign a responsible party.
    • Refer to The Issue Resolution Process.
11. Select a Reject option.
12. To cancel entries or updates, click Reset.
13. Select the After Save option.
    • Select Add comment to issue to display the Add a Comment page, which allows you to add a comment to the issue and return to this page. For more information, refer to Comments.
    • Select Return to Issues List to display the Facility Level Issues List page.
    • Select Add new issue to allow you to continue adding issues.
14. Click Save Issue.

The following table describes the fields on the Facility Level Issue page. The URL for this page is status_issues_addmodify.asp.

• Facility Issue Comments displays the Facility Issues Comments page. For more information, refer to View or Add Facility Level Issue Comments.