Novari eRequest → ATC Integration Troubleshooting & SOP Guide

Audience: STEGH staff, surgical office teams, and administrators who manage referrals between Novari eRequest and ATC.

Purpose: Provide client-facing troubleshooting tips and a clear SOP for resolving integration issues between eRequest and ATC, ensuring smooth referral flow into ATC for surgical booking.

1. Common Issue: "Failure to Save, Internal Error"

Scenario

When marking a patient as a surgical candidate in eRequest and clicking Submit Final Candidate, the system shows:

"Failure to save, internal error."

Likely Causes

• Missing ATC permissions: Surgeon/user does not have the ATCUser role in Novari Identity Management.

• Incomplete surgeon mapping: Surgeon’s Identity GUID is not linked to their ATC Provider record.

• Incorrect ATC Client setup: Location not connected to the correct ATC Client.

2. Troubleshooting Steps

Step 1: Assign ATC Permissions in Identity Management

1. Log in to Novari eRequest and open Administrator to launch Identity Management.

2. Click People and search for the surgeon or user.

3. Open their Person Details page → scroll to Account → Roles.

4. Add the ATCUser role and click Update roles.

5. Under Locations, select the user’s primary location → View Location.

6. In Location Details, toggle Send to ATC = ON.

7. Click Manage ATC Client and select the correct ATC client → Update Novari ATC Integration.

8. Go back to the Person Details page and copy the GUID from the browser URL. (This will be used in Step 2.)

Step 2: Add the GUID in ATC (Mapping)

1. Log in to Novari ATC.

2. From the home page, select Administrator.

3. Under Application Settings, select Metadata Management Tool.

4. Choose the Provider table from Metadata Tables.

5. Search for the surgeon’s name and open their record.

6. Scroll to Provider Mappings.

7. Paste the GUID copied from Identity into the eRequest Mappings Code Value field.

8. Click Update to save.

Step 3: Retest

• Retry the Submit Final Candidate action in eRequest. The referral should now flow into ATC.

3. Standard Operating Procedure (SOP) for Onboarding New Surgeons

Checklist

• Identity Management

  • Add ATCUser role.

  • Enable Send to ATC for the surgeon’s location.

  • Confirm correct ATC Client is selected.

• ATC Setup

  • Copy GUID from Identity Management (Person Details URL).

  • Paste GUID into ATC Provider record (eRequest Mapping field).

• Validation

  • Submit a test referral to confirm eRequest → ATC flow.

Important Notes

• STEGH staff do not have ATC access, so Novari support must complete the setup.

• A failed setup will always result in referrals being stuck at the eRequest → ATC handoff.

4. Tips & Best Practices

• Proactive onboarding: Ensure mappings are completed before a surgeon begins sending patients.

• Documentation: Maintain a log of all surgeons and their mapping status.

• Testing: Always perform a test referral after setup.

• Escalation: If the issue persists after permissions and mappings are complete, contact Novari Support with surgeon name and error details.