Tiger Institute | Help Desk Ticket request
Tiger Institute for Health Innovation
Tiger Institute System Status
athenaIDX Hosting / Private Cloud Monthly Preventative Maintenance Sunday, December 21, 2025
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 21, 2025 - 00:00 CST
Scheduled - S Situation
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• Athena IDX has scheduled monthly preventative maintenance during the maintenance window

B Background
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• Test servers are patched with the released Microsoft patches for the current month
• Production servers are patched with the Microsoft patches that were released the previous month

A Assessment
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• Sunday, December 21, 2025 12:00 AM - 7:00 AM Central Time
• During the PM window all sites have the potential to be impacted by infrastructure/networking changes,
patches and maintenance

R Recommendation
___________________________________________________________________________________
Any issues following this work, please report to the help desk.

Please communicate this change to staff.
Dec 21, 2025 00:00-07:00 CST
Oracle Health Common Financial Clearance Eligibility
Investigating - S Situation

Oracle Heath has identified an issue with Financial Clearance Eligibility.
________________________________________________________________________________


B Background

Users are unable to submit eligibility transactions.
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A Assessment

Engineers are engaged and working towards resolution
__________________________________________________________________________________


R Recommendation

Users should use other methods (telephone/websites) to verify eligibility.
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Please communicate this to staff.
Dec 11, 2025 - 12:03 CST
Experiencing Cloud Issues With Several Solutions
Investigating - S Situation
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We are currently experiencing a cloud issue impacting several solutions.

B Background
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Cloud hosted applications are currently being impacted and impacting applications that are tied to AWS, CareAware Cloud, and Pop US.

A Assessment
__________________________________________________________________________________
Applications that are currently experiencing issues,
IDX, Experian, OPTUM, PatientIQ, Breg, TherapySource, LogixHealth, Cipher, Verato, Verkada, CareVive, WoundVision

Clinical EHR tools: Problem List, Media Gallery, Workspace (right-side of workflow view) Smart Zone notifications, and Care Team assignments

RevCycle tools: eSig, Add Appointment Plus

Clinical AI Agent App

R Recommendation
___________________________________________________________________________________
Please follow downtime procedures and updates will be provided when they become available.

Please communicate this change to staff.
Dec 04, 2025 - 11:23 CST
Unplanned: Error when Attempting to sending Provider Letter via External Fax in PowerChart
Identified - The issue related to the error message when attempting to fax a provider letter from PowerChart has been identified. The teams have resolved as much as possible with our current system. There will be intermittent errors seen when faxing provider letters until a corrective code package is made available.
Until the full correction is available, please attempt the fax, if the error is received please manually print and fax the provider letter. We apologize for the inconvenience and will communicate a full resolution date as soon as possible.
Nov 13, 2025 - 16:54 CST
Investigating - S Situation

Users are receiving and error message when attempting to send a Provider Letter from PowerChart via the PowerChart external fax method.
________________________________________________________________________________


B Background

Provider Letters are sent via a electronic fax to external clinicians who prefer fax method communication.
_________________________________________________________________________________


A Assessment

Oracle Heath teams are engaged and investigating this issue.
__________________________________________________________________________________


R Recommendation

Until this error is resolved, please manually print and fax the provider letter. Resolution to this issue will be communicated by updates to this TI System Status communication.
__________________________________________________________________________________



Please communicate this to staff.
Nov 13, 2025 - 10:58 CST
HealthCatalyst Not Loading in PowerChart
Investigating - S Situation

Multiple reports of HealthCatalyst tool not loading in PowerChart.
________________________________________________________________________________


B Background

The HealthCatalyst tool embeds refill protocols in the PowerChart medication refill process. This expedites refill requests generated from pharmacies.
_________________________________________________________________________________


A Assessment

Users from various clinics reported the HealthCatalyst tool is not loading this morning. Issue submitted to the Helpdesk and the HealthCatalyst vendor portal.
__________________________________________________________________________________


R Recommendation

Refer to Navex medication refill protocols to process medication refill requests. Stay tuned for updates.
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Nov 12, 2025 - 08:55 CST
Cerner Rev Cycle - Date of Birth Incorrectly Defaulting Year
Investigating - S Situation

Users are experiencing an issue when entering the patient's date of birth.
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B Background

While in a patient level registration conversation, the patient's date of birth is defaulting to 2025 as soon as the user enters the 2.
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A Assessment

Resources have been engaged and are actively troubleshooting the issue.
__________________________________________________________________________________


R Recommendation

If they encounter this issue, users need to go to the Encounter Perspective and update the date of birth there. Additional help desk tickets are not needed.
__________________________________________________________________________________



Please communicate this to staff.
Aug 01, 2025 - 09:31 CDT
Fuji Pacs at CRMC Upgrade Issue
Update - Currently PACS system is up and running. Link in Powerchart is not working, but can be accessed via CRMC Citrix or locally installed on CRMC devices.
Nov 18, 2024 - 12:39 CST
Identified - Installers are being pushed out to computers. Please call help desk if you need urgent install of PACS. For scanning issues please let Help Desk know to place a ticket for Anc Apps Radiology to install. Current state is operational, but working through some minor issues at the moment
Oct 16, 2024 - 10:51 CDT
Investigating - S Situation

Fuji PACS is experiencing access issues after the upgrade.
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B Background

Fuji PACS is the imaging system at CRMC for Radiology.
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A Assessment

The onsite team is working to manually install a fix on each workstation running Fuji PACS. In parallel, IT is working on getting a file from Fuji that will allow for fix to be pushed to each workstation remotely.
__________________________________________________________________________________


R Recommendation

Please use downtime procedures until the onsite team can get each workstation upgraded.
__________________________________________________________________________________



Please communicate this to staff.
Oct 15, 2024 - 10:24 CDT

About This Site

Welcome to the System Status page for Tiger Institute. This page notifies users of outages or degraded service for a number of the Tiger Institute IT Systems at MU HealthCare. Sign up if you would like to receive email notifications on particular systems.

Cerner applications (PowerChart, RevCycle, FirstNet, SurgiNet, Cerner Retail Pharmacy, RXStation, etc) Operational
Athena IDX Under Maintenance
Nurse Call/ASCOM Operational
Paging/MiSecure Operational
Interface Engine Gateway Operational
Network/Phone Services Operational
PACS Operational
Teletracking Operational
Spacelabs Operational
Virtual Desktops Operational
Exchange/Email Operational
Active Directory Operational
Other Tiger Institute IT solution Operational
Health Information Exchange (HIE) Operational
HealtheIntent Operational
Laptop/Desktop Computers Operational
Staff Duress and Temperature Monitoring Solutions Operational
Microsoft Office Apps Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance

Scheduled Maintenance

WiFi Network Maintenance | CS&E & MOI Dec 22, 2025 22:00-23:00 CST

S Situation
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The Hospital Network team will be performing maintenance on the WiFi network system serving multiple locations on 12/22/25 from 10pm-11pm. During this maintenance, the locations outlined below will experience a 10-minute WiFi interruption. Following this maintenance, devices may need to disconnect and reconnect to the enterprise WiFi network.

B Background
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Maintenance is required on the Wifi network for select locations for an upcoming upgrade to the MU Health Care WiFi network infrastructure.

A Assessment
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The following locations will experience a 10-minute WiFi interruption between 10pm-11pm on 12/22/25.
-Ground floor, 1st floor, 2nd floor of the CS&E building
-1st floor, 2nd floor, and 3rd floor of MOI
-SPMB
-NextGen building
-McHaney Hall
-Fulton Callaway Physicians building

R Recommendation
___________________________________________________________________________________
Any issues following this work, please report to the help desk.

Please communicate this change to staff.
Posted on Dec 19, 2025 - 08:33 CST
Dec 21, 2025

Unresolved incident: athenaIDX Hosting / Private Cloud Monthly Preventative Maintenance Sunday, December 21, 2025.

Dec 20, 2025

No incidents reported.

Dec 19, 2025

No incidents reported.

Dec 18, 2025

No incidents reported.

Dec 17, 2025
ASCOM EMERGENCY MAINTENANCE --- CONTINUED
Completed - This maintenance has been completed. ASCOM communication has been fully restored. Thank you for your patience.
Dec 17, 13:07 CST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 17, 12:26 CST
Scheduled - S Situation

The ASCOM system requires emergency maintenance is still underway. Apologies for letting he SBAR status page auto-close. We hit a snag with Socket but believe we have a path forward and should be completed in the next 1 hour.
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B Background

ASCOM leverages Lumen telecom services for outbound dialing. With this service deprecating, IT needs to move this over to Socket telecom.
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A Assessment

During this maintenance window, a full ASCOM downtime will be required in order to move the lines to Socket.
__________________________________________________________________________________


R Recommendation

Please monitor primary alerting sources during this timeframe (Spacelab Centrals, Nursecall Consoles). Also please use TigerConnect or Cisco Desk Phones for staff-to-staff communication during this time.

If communication issues still persist after SBAR closure, please log a ticket to the help desk for investigation.
___________________________________________________________________________________
Dec 17, 12:25 CST
Multiple CRMC Tracking Boards Are Not Working Correctly
Resolved - This incident has been resolved.
Dec 17, 12:18 CST
Investigating - IT teams are engaged and investigating this issue with multiple CRMC tracking boards.
Dec 16, 11:27 CST
ASCOM EMERGENCY MAINTENANCE
Completed - The scheduled maintenance has been completed.
Dec 17, 12:00 CST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 17, 09:00 CST
Scheduled - S Situation

The ASCOM system requires emergency maintenance on 12/17/25 from 0900-1200. This maintenance is required to move ASCOM off the Lumen service University of Missouri is deprecating. The maintenance needs to be during normal business hours to allow for ASCOM and Telecom support to be available in case issues arise.
________________________________________________________________________________


B Background

ASCOM leverages Lumen telecom services for outbound dialing. With this service deprecating, IT needs to move this over to Socket telecom.
_________________________________________________________________________________


A Assessment

During this maintenance window, a full ASCOM downtime will be required in order to move the lines to Socket. The work is expected to not take the full 3 hours unless issues arise. SBAR communication will be regular with updates on progress.
__________________________________________________________________________________


R Recommendation

Please monitor primary alerting sources during this timeframe (Spacelab Centrals, Nursecall Consoles). Also please use TigerConnect or Cisco Desk Phones for for staff-to-staff communication during this time.

If communication issues still persist after SBAR closure, please log a ticket to the help desk for investigation.
___________________________________________________________________________________
Dec 16, 09:57 CST
Dec 16, 2025
Dec 15, 2025
Interface Engine Slowness
Resolved - This incident has been resolved.
Dec 15, 13:00 CST
Investigating - S Situation
________________________________________________________________________________
The Cloverleaf Interface Engine is experiencing slowness causing real-time HL7 transactions for Scheduling, Registration, Orders, Results, and Billing to be delayed.

B Background
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The Cloverleaf Engine is the MUHC integration engine for real-time transactions between 3rd party systems and the EMR.

A Assessment
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All necessary resources are engaged and working to correct this issue as soon as possible.

R Recommendation
___________________________________________________________________________________
Queues are expected to clear and catch up once the issue is resolved. Staff may need to use downtime procedures if patient data isn't flowing to systems timely. Oracle Health systems are not impacted (PowerChart, FirstNet, etc.).
Dec 15, 11:18 CST
Dec 14, 2025

No incidents reported.

Dec 13, 2025

No incidents reported.

Dec 12, 2025
Experian Alert - RQA potential processing issue 12/12/25
Resolved - This incident has been resolved.
Dec 12, 09:53 CST
Update - We are continuing to investigate this issue.
Dec 12, 08:44 CST
Investigating - S Situation
________________________________________________________________________________
You may be experiencing issues with Registration QA (RQA) alert processing, including delays with alert triggering and resolution and related eCN work queues.

B Background
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Users are reporting delays within RQA alert processing.

A Assessment
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8:10 a.m. CT - Technical teams are aware and engaged

R Recommendation
__________________________________________________________________________________
Updates will be sent as additional information is received.

Please communicate this to staff.
Dec 12, 08:43 CST
Dec 11, 2025
Network Maintenance 12.11.25
Completed - The scheduled maintenance has been completed.
Dec 11, 03:00 CST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 11, 00:00 CST
Update - Please note, urgent network maintenance has been added to the work scheduled for 12/11/25 at 12am. The maintenance window has also been extended to last from 12am-3am to account for additional work.

S Situation
________________________________________________________________________________
MU Health Care network maintenance is required which will result in a brief interruption to select systems hosted in the datacenter, as well as WiFi across all of MUHC. This maintenance is scheduled to occur on 12/11/25 between 12am-3am. The brief interruption is expected to last approximately one minute for each system as it is recalculated on new infrastructure.

B Background
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Maintenance is required to decommission old network components that have recently been replaced. While this equipment is turned down, a brief impact will be observed to select systems hosted in the MUHC datacenter, as well as WiFi across all of MUHC. The interruption to hosted systems and WiFi is expected to be less than one minute each.

A Assessment
__________________________________________________________________________________
Systems impacted include, but are not limited to:

-WiFi/wireless networks
-Aeroscout systems
-Echo systems
-Ultrasound systems
-Pyxis
-Spacelab systems
-Welch Allyn systems
-Radiology and Cardiology systems
-Alaris systems
-TraySafe systems

R Recommendation
___________________________________________________________________________________
Any issues following this work, please report to the help desk.

Please communicate this change to staff.
Dec 10, 15:24 CST
Scheduled - S Situation
________________________________________________________________________________
MU Health Care network maintenance is required which will result in a brief interruption to select systems hosted in the datacenter, as well as WiFi across all of MUHC. This maintenance is scheduled to occur on 12/11/25 between 12am-1am. The brief interruption is expected to last approximately one minute for each system as it is recalculated on new infrastructure.

B Background
_________________________________________________________________________________
Maintenance is required to decommission old network components that have recently been replaced. While this equipment is turned down, a brief impact will be observed to select systems hosted in the MUHC datacenter, as well as WiFi across all of MUHC. The interruption to hosted systems and WiFi is expected to be less than one minute each.

A Assessment
__________________________________________________________________________________
Systems impacted include, but are not limited to:

-WiFi/wireless networks
-Aeroscout systems
-Echo systems
-Ultrasound systems
-Pyxis
-Spacelab systems
-Welch Allyn systems
-Radiology and Cardiology systems
-Alaris systems
-TraySafe systems

R Recommendation
___________________________________________________________________________________
Any issues following this work, please report to the help desk.

Please communicate this change to staff.
Dec 4, 16:19 CST
Dec 10, 2025

No incidents reported.

Dec 9, 2025
Clairvia Code Update with 671712v.7 (Cerner Clairvia 9.0.0.6) With Downtime
Completed - The scheduled maintenance has been completed.
Dec 9, 10:16 CST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 9, 09:00 CST
Update - We will be undergoing scheduled maintenance during this time.
Dec 8, 14:00 CST
Scheduled - The Clairvia system will be updated during the downtime scheduled between 0900-1000. During this time, Clairvia will not be available for use.
Dec 9, 09:00 CST
Dec 8, 2025
Experian Health communication alert: Possible processing delays, multiple products
Resolved - This issue has been resolved.
Dec 8, 12:26 CST
Investigating - S Situation
________________________________________________________________________________
You may be experiencing intermittent processing delays when using the following products through eCare NEXT:

Eligibility Verification
Identity Verification
Patient Estimates
Patient Financial Clearance
Authorizations
Notice of Care (Notice of Admission)
Enhanced Claim Status
Claim Status
Coverage Discovery
PaymentSafe
Registration Quality Assurance
Medical Necessity
Registration Accelerator
Patient Financial Advisor

B Background
_________________________________________________________________________________
Users are experiencing intermittent processing delays when using multiple Experian eCare NEXT products.

A Assessment
__________________________________________________________________________________
Technical teams are engaged and working toward resolution.

R Recommendation
__________________________________________________________________________________
Updates will be sent as additional information is received.

Please communicate this to staff.
Dec 2, 14:58 CST
OneSource/eCare Next Login Issues
Resolved - This issue has been resolved.
Dec 8, 12:26 CST
Investigating - S Situation

You may experience a blank screen or other issues when attempting to log in to OneSource or eCare NEXT.
________________________________________________________________________________


B Background

Users are experiencing intermittent login issues
_________________________________________________________________________________


A Assessment

Please utilize payer sites for eligibility and benefit information
__________________________________________________________________________________


R Recommendation

Please share this information with your staff.
Dec 8, 09:59 CST
Dec 7, 2025

No incidents reported.

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