Issues in Care Portal

Update timeline

1. investigating Jul 26, 2022, 03:56 PM UTC

   Dear Customers, On Tuesday July 26th beginning at around time 5:30 AM PDT Welkin customers reported that they are seeing issues: 1. Customers unable to make calls to patients/users and an “Unknown error” is reported as an output. 2. Customers have reported that they are unable to start an encounter. Welkin has identified the reason for this due to the introduction of a new start policy from our most recent release. The Welkin Team is adjusting settings on impacted customer environments without needing a code change. These updates are currently in progress. We are currently working on identifying the root cause of issue 1. We sincerely apologize for this disruption, and thank you for your patience. Thank you, The Welkin Team

2. investigating Jul 26, 2022, 04:43 PM UTC

   Dear Customers, On Tuesday July 26th beginning at around time 5:30 AM PDT Welkin customers reported that they are seeing issues. Please read the updated instructions to mitigate 2: 1. Customers unable to make calls to patients/users and an “Unknown error” is reported as an output. 2. Customers have reported that they are unable to start an encounter. Welkin has identified the reason for this due to the introduction of a new start policy from our most recent release. Customers can fix this at this time by completing the following steps: Go to Designer → Security Policies → For every active policy on the list → Encounters → Select ‘Start’ for all templates We are currently working on identifying the root cause of issue 1. We sincerely apologize for this disruption, and thank you for your patience. Thank you, The Welkin Team

3. resolved Jul 26, 2022, 11:04 PM UTC

   The primary issue of being unable to make calls to patients/users is resolved as of 3:30PM PDT, Tuesday July 26th. We sincerely apologize for this disruption, and thank you for your patience. The Welkin Team