Welcome to the second installment of SoupedUp Client Support Tips & Tricks.

 This edition is jam packed full of helpful information on:

  • New Users / User Creation
  • Inactive Users
  • Electronic Order Management 
  • Integration Management 
  • Reports
  • Knowledge Base


Troubleshooting - Tips & Tricks


Here is some key information on troubleshooting common user problems or changes/enhancements in SoupedUp.

New Users / User Creation

  • Please note SoupedUp does not create individual users for your organisation. Please contact your Administrator if you need a user added.


Inactive Users

  • Did you know? A user will become inactive after 3 months if you don’t login. In line with maintaining safety and security of systems, SoupedUp has made some changes over recent months, which included auto-deactivation of unused accounts greater than 3 months. 
  • You can now easily reset your password if required to login. 
  • More information can be found in the Knowledge Base here.


Electronic Order Management 

  • We've noticed that many users are opening multiple order forms without closing them off. In doing this, it can sometimes cause an error to occur. 
  • We recommend completing the following process to avoid any issues: 
    1. Ensure only one page of orders is opened in the same wing at the same time. Ensure you save and close out of the order form once finished.
    2. On portable devices, ensure you’re not opening multiple tabs without saving the current orders. 
    3. Always remember to save and close out the order tab, even if going away from the device for a short period. 


Integration Management 

  • Have you nominated your clinical integration manager? 
    • Ensure you’ve updated your integration manager contact details so we can communicate with them should you in incur any issues. 
    • Make sure it’s the most up to date contact, and let us know if this contact changes. 
    • Feel free to send a support ticket to update the contact details.
  • Reminder: please check integration logs.  
    • This is recommended daily, however, check depending on your facilities needs.


Reports

  • When logging a support ticket, if your issue is around a report, please include the following information:
  1. What Operating System and version and what device were you using (ie; Windows 10 Lap top, iOS iPad, macOS X Lap top, Android 11 Tablet, etc).   
  2. What browser were you/others using (ie; Google Chrome, Mozilla Firefox, Safari, etc)?.    
  3. Name and email address (all users who have had same issue).    
  4. Provide a summary of what you were doing when the issue occurred.    
  5. Provide additional details as applicable:    
    a. Resident(s) Name, WRB details.
    b. Report Name and filters used (ie; sort filters used when the issue occurred).
    c. Menu Name.
    d. Order Form or Report and filters used.
     e. Other.     
  6. Provide screenshots/attachments.


Knowledge Base

  • We’re spending time updating the Knowledge Base to make sure it has the most recent, up-to-date information on using SoupedUp software. 
  • We’ll try where possible to provide a link to the Knowledge Base with further information so you can review it any time that suits. 



Best wishes,

Rhonda Pastura
Client & Support Manager