Category: Troubleshooting Scenarios

User Can’t Select a Program in the Service Note

This may be due to a few different issues. The Clinician who provided the service is not associated with the program. The Client who received the service is not associated […]

User Can’t Select a Procedure Code in the Service Note

This may be due to a few different issues. The Clinician who provided the service does not have the appropriate license/degree OR their license may be expired The selected program […]

Note Tab Not Displayed

The Note tab will not be present until a Procedure code has been selected AND the Status field is marked as “Show.” The status cannot be marked as “Show” for […]

Incorrect Note Type is Displayed

The Note type is driven by the Procedure code. The Note tab will not be present until a Procedure is selected. Some procedure codes do not have an associated note […]

Red-Error in Service Note: “Please Enter Total Duration”

Users may get this error when attempting to save their service note. There’s no field for “Total Duration”. CalMHSA had to relabel the Total Duration field due to CalAIM payment […]

User is Unable to Enter into Any of the Time Fields

Users have sometimes reported that time fields are greyed out. This is due to the procedure code setup requiring Time In/Time Out. CalMHSA recommends NEVER marking this checkbox in the […]

How to Find the User’s Username

Click the Search icon. Type in “Staff/Users” in the search bar. Select “Staff/Users (Administration)” from the search results. This takes you to the Staff/Users list page. Find the user and […]

How to Reset a User’s Password

Click the Search icon. Type in “Staff/Users” in the search bar. Select “Staff/Users (Administration)” from the search results. This takes you to the Staff/Users list page. Find the user and […]

How to Reset a User’s Security Questions

If the user is unable to remember their security questions, you can reset them by following these steps. Click the Search icon. Type in “Staff/Users” in the search bar. Select […]

How to Re-Activate a User Who Has Been Locked Out / How to Enable a Disabled Account

Click the Search icon. Type in “Staff/Users” in the search bar. Select “Staff/Users (Administration)” from the search results. This takes you to the Staff/Users list page. Find the user and […]