Troubleshooting

At times TFACTS might not seem to work properly or give you the response you expect. Your initial impulse may be to solicit help from a co-worker or from one of your agency's super users. Before you ask for help, you may be able to resolve the issue yourself.

Understand the problem

First, try to duplicate the problem and determine whether the problem is the result of entries you made. Ask yourself the following questions:

Have you done this task before?	If not, consult WBT, online help, the User Manual, or your coworkers.
Did you do all of the steps in the correct sequence?	If you are not sure, perform the steps again and follow the correct sequence. Refer to online help for the correct sequence.
When was the last time you did this task successfully?	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.
Can you complete the task on another PC, without duplicating saved data?
Are others having the same difficulty?
Is this issue addressed in a Knowledge Base article?

Gather the details

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 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 your user ID and name to the super user or help desk.