Inbasket Troubleshooting in Epic

Here’s how to look up an inbasket message in Epic to see what happened to it.

1. Prereq: you must have access to Using Epic Record Viewer . If you don’t have access, you can get it with an IS ticket.

2. Find the incident in w2h. There should be an indication if it generated an Inbasket Message.

   1. Open

      

   2. → If there’s no mention of an inbasket message on the incident detail page, that means we didn’t even try to send an inbasket

   3. In the hover text, you should see Status: Sent and an Epic Message ID. Copy that message ID.

      1. → If you see Status: New or Status: Failed, or if there’s no Epic Message ID, that means an error happened when sending it to Epic. There’s probably a sentry error about that, and most likely it’s because the message type, pool ID, or MRN are bad.

3. Open Epic and then open Record Viewer. In the INI box enter “EOW”. In the Record field, paste the message ID from the incident detail, and hit Enter or View Record. You should see a screen like this:

   Open

   

   1. Related Group 60 shows all the actions that were done to a message. If it’s viewed multiple times, you’ll see a record for each time. (In this example, it was viewed by Bernadette at 12:06pm and then by Tiana at 12:14 and 12:15.)

   2. Related Group 70 shows all the statuses it went through. Create → Sent → Pend → Done is typical, but sometimes you’ll see a message getting Done’d and unDone’d and so on. This section doesn’t really tell you anything you didn’t already know from Related Group 60, but it’s sometimes an easier way of viewing it.