CTM Troubleshooting Flashcards
User gets “Site cannot be reached” page when trying to go to application site
Verify site is using correct URL and is using HTTPS protocol.
User gets the following error on the Consult Dashboard: VSOA Error - Service Validation Failure: Invalid Vista Service Input
Have user select Status down-down and select one or more statuses under Open.
User is getting a dialog when logging in: Missing Menu Open / Insufficient Access / Login Error
Have the user’s supervisor/manager create an EPAS/ECAR request to have the missing menu option(s) added to the user’s VistA profile.
User is unable to login with PIV, but the PIV is confirmed to work with other applications and they can login successfully with their Access/Verify codes
Clearing cache and cookies for All Time may resolve issue, otherwise, AEU must work with local IT to resolve PIV login issue.
PID Date is greyed out and user is unable to edit it
If PID is required to change, it must be done outside of CTM. Tell user to work with supervisor on what steps should be taken to change PID date.
Call and Letter numbers aren’t updating
For the Call and Letter numbers to update, the Call/Letter icons above the comment box must be toggled on when entering a comment.
Letter will not load when trying to create a letter
Check the file for a missing curly bracket {}, opening <pre> tag, or closing </pre> tag
Record is locked
This usually happens when after someone is kicked out of CTM or if the record is open in CPRS. The VistA lockout will timeout after about 20 minutes.
Cannot print out of CTM
Verify what the default printer is that the browser is printing to
Cannot determine issue or root cause
Have the user replicate the issue and obtain the Broker Log via MFT and/or get a screenshot of the data in the Network tab. You can also check for error messages in the Console tab.
