Tiger Institute | Help Desk Ticket request
Tiger Institute for Health Innovation
Tiger Institute System Status
Experian - Patient Estimates transaction errors 4/13/26
Investigating - S Situation
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You may be receiving Patient Estimates with a zero amount, or they may be erroring out.

B Background
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Estimates are erroring out or combing back with a zero amount.

A Assessment
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Status (11:29 a.m. CT): Technical teams are working toward resolution.

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

Please communicate this to staff.
Apr 13, 2026 - 11:54 CDT
NurseCall 2026 Test-N-Inspect Schedule
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 06, 2026 - 08:00 CDT
Scheduled - S Situation

Nurse Call Test-N-Inspect is scheduled April 6-April 24. This event is a requirement to maintain the ‘life safety’ status of the system. Every known nurse call annunciation device will be tested and documented during this time.
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B Background

Nurse call is a primary alerting source for MUHC System for patient call, patient emergency, code blue, and staff assist. As a life safety alerting system, formal inspection is required.
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A Assessment

Please familiarize yourself with the schedule below. During dates of impact, please prep patients and staff for disruption from alerting. Ideally, having an escort for the vendor as they go room-to-room would be appreciated.

Date Goal Stretch
Monday, April 6th MOI Start CCA Tower
Tuesday, April 7th CCA Tower Start UMH
Wednesday, April 8th. UMH
Thursday, April 9th UMH
Friday, April 10th UMH
Saturday, April 11th UMH/MOI/Keene Street Med Center OR's Go Home
Sunday, April 12th No Testing No Testing
Monday, April 13th PCT Start MUPC
Tuesday, April 14th MUPC
Wednesday, April 15th. MU Children's Hospital & Birthing Center
Thursday, April 16th. UPMB/Next Gen/Hitt Street Med Bldg
Friday, April 17th SPMB/Woodrail/MU Urgent Care
Saturday, April 18th. No Testing No Testing
Sunday, April 19th No Testing No Testing
Monday, April 20th Keene Med Bldg/ENT Center/Battle Avenue
Tuesday, April 21st Keene Street Med Center
Wednesday, April 22nd Clinics*
Thursday, April 23rd Clinics* - Ashland/Jackson Rd/Jeff City
Friday, April 24th

*Clinics Include:
Berrywood Medical Center
Broadway Urgent Care
Discovery Park Clinic
Ashland Family Medicine - Ashland
Jackson Road Medical Bldg - Boonville
Jefferson City Urgent Care - Jeff City

__________________________________________________________________________________


R Recommendation

Please alert staff of this schedule and upcoming certification testing.

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Apr 6, 2026 08:00 - Apr 24, 2026 08:00 CDT
Cerner Rev Cycle - Displaced Queue
Investigating - S Situation

Revenue Cycle is currently experiencing an issue that is causing non-displaced patients to fall to the displaced queue.
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B Background

Patients are being identified on the displaced queue that are not in a displaced status.
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A Assessment

Technical resources are engaged.
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R Recommendation

Staff should not open any additional tickets with the help desk. Updates will be sent as more information is received.
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Please communicate this to staff.
Mar 31, 2026 - 16:15 CDT
Intermittent Issues Viewing PACS Images in PowerChart
Investigating - S Situation
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Images are not always accessible when trying to view them via PowerChart.

B Background
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Due to a backlog of archiving studies, users may not be able to view images within the PowerChart application.

A Assessment
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Several teams are implementing strategies to reduce the archival backlog and improve image readiness for display within the PowerChart application.

R Recommendation
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If your image is not viewable with the PowerChart application, you can use one of the following solutions to view the image:

Radiology Station Lite
Change Healthcare Radiology

Please note, if you are unable to login to either of these alternative solutions, please call the Help Desk (573 884 HELP) requesting access to Change Healthcare Radiology PACS (McKesson).
Feb 24, 2026 - 16:08 CST
HealthCatalyst Not Loading in PowerChart
Investigating - S Situation

Multiple reports of HealthCatalyst tool not loading in PowerChart.
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B Background

The HealthCatalyst tool embeds refill protocols in the PowerChart medication refill process. This expedites refill requests generated from pharmacies.
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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.
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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.
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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.
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Please communicate this to staff.
Aug 01, 2025 - 09:31 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, etc) Operational
Athena IDX Operational
Nurse Call/ASCOM Operational
Paging/TigerConnect 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

DNA Spaces Connector Upgrade -- 4/21/26 -- MobileView Impacted Apr 21, 2026 09:00-09:30 CDT

S Situation

DNA Spaces Connector will be upgraded versions on 4/21/26 from 0900-0930.
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B Background

DNA Spaces to MobileView Connector allows for real time location services for asset tracking, staff safety, infant protection, and temperature monitoring.
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A Assessment

This effort is expected to take up to 30 minutes. There will be intermittent downtimes associated with the upgrade. During the downtime location services will be impacted.

- Staff Duress may not show correct location of duress event.
- Temp Monitoring may not show correct location of monitor placement for excursions.
- Asset Tracking may not show correct location of assets.
- Hugs tracking may not show the correct location or appear to be in 'downtime mode'

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R Recommendation

During the downtime:
- For Staff Duress: Use unit procedures for alternative alerting for duress events.
- For Temp Monitoring: Use name of asset to help locate device
- Asset Tracking: Wait until after downtime or use previous known location.
- For Hugs: Doors will still alarm and patients can be admitted / discharged. Do not use HUGS for patient location tracking.

___________________________________________________________________________________

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

Please communicate this change to staff.
Posted on Apr 07, 2026 - 10:04 CDT
Apr 16, 2026
EMERGENCY MAINTENANCE -- Alarm Management -- Alerts Received For Wrong Units
Completed - The scheduled maintenance has been completed.
Apr 16, 09:30 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 16, 09:00 CDT
Scheduled - S Situation

Oracle Health Cloud Team will be performing maintenance on the alarm management solution.
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B Background

There has been a multi-week issue with alarms being received by staff for units they are not assigned to.
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A Assessment

To fix the issue, OH Cloud Team needs to completely restart event management services. This will result in 5-10 minutes of downtime impact for alarms.
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R Recommendation

Please monitor primary alarm sources (nurse call console phones, spacelabs central monitors, etc.)
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Please communicate this to staff.
Apr 16, 08:42 CDT
Apr 15, 2026
EMERGENCY MAINTENANCE -- Interface Engine Downtime
Completed - The scheduled maintenance has been completed.
Apr 15, 10:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 15, 09:00 CDT
Scheduled - S Situation

The Interface Engine is experiencing issues in transmitting ADT, Orders, Results, etc messages.
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B Background

The cloverleaf interface engine is experiencing unplanned real-time processing issues.
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A Assessment

IT is working on remediating the slowness with a reboot of the server. Real time transactions are already delayed and should return to real-time after reboot.

IMPACTED APPLICATIONS:
LogixHealth
Optum360
StemSoft
3M
MModal
Transunion
Experian
GetWell
IDX
RevCyclePlus
EndoSoft
Audbase
Roche
Cerner
PowerScribe MU
McKesson PACS
VRAD MU
Bridge
MagView MU
Clairvia
PolySmith
AS-OBGYN
Butterfly POCUS
Flow
Arthrex
ScottCare MU
MARS
Oncore
ECIN
Pyxis
Spacelabs
Teletracking
TigerConnect
Omnicell
Verkada
Xltek
Amtelco
Aria MU
Heyex
Oncolog
PFT
StreamConnect
TherapySource
WoundVision
TONIC
TheraDoc
CipherHealth
Conserus
Epiphany
GECard
McKesson Card
Artera
Kyruus
PharmaForce
QPath
CBORD MU
MURJ
ARUP
RALS
TEG
VITEK
AXION
FORUM
BREG
CAREVIVE
PatientIQ
Verato
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R Recommendation

Please use any downtime procedures if the slowness is impacting your workflow.
__________________________________________________________________________________



Please communicate this to staff.
Apr 15, 08:59 CDT
Apr 14, 2026

No incidents reported.

Apr 13, 2026

Unresolved incident: Experian - Patient Estimates transaction errors 4/13/26.

Apr 12, 2026

No incidents reported.

Apr 11, 2026

No incidents reported.

Apr 10, 2026
Experian Alert - Coverage Discovery processing delays 4/10/26
Resolved - This incident has been resolved.
Apr 10, 11:18 CDT
Investigating - S Situation
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You may be experiencing processing delays when using Coverage Discovery.

B Background
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Users are experiencing delays in processing for Experian Coverage Discovery.

A Assessment
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Status (9:00 a.m. CT): Technical teams are investigating.

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

Please communicate this to staff.
Apr 10, 09:11 CDT
Network Outage affecting: Owensville, Eldon and Versailles Clinics
Resolved - This incident has been resolved.
Apr 10, 08:17 CDT
Update - Services have been restored and is being monitored.
Apr 9, 14:47 CDT
Monitoring - Per ShoMe:

"
All,

We are seeing progress, with several services restored. Recovery is proceeding on a device‑by‑device basis, and intermittent service behavior may still be observed.

Technical teams are actively working, and vendor support remains engaged to determine the cause and complete restoration. An ETR is not yet available.

Further updates will be shared as work continues and once teams are hands‑off.



Thank you for your patience.
Apr 9, 14:39 CDT
Update - Work is ongoing to resolve the current outage following a software update. You may continue to see intermittent service behavior while troubleshooting and recovery efforts persist.

There is no confirmed ETR at this time. Engineering teams remain fully engaged and are collaborating closely with vendor support to move toward stabilization.

Further updates will be provided as new information becomes available. Thank you for your patience.
Apr 9, 14:37 CDT
Update - ShoMe is having widespread issues that are impacting several WAN sites.

Site affected:
      Versailles
      Owensville
      California
      Eldon
      Linn

MOREnet is also reporting issues with ShoMe.

Currently no ETR, but ShoMe is actively investigating.
Apr 9, 08:38 CDT
Investigating - We are currently experiencing a ShoMe Outage that is affecting the following Clinics: Owensville, Eldon and Versailles. The outage is affecting the MOREnet Network. Updates will be posted as they are received.
Apr 9, 08:35 CDT
Apr 9, 2026
Tap&Go Badge Login Maintenance
Completed - The scheduled maintenance has been completed.
Apr 9, 12:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 9, 09:00 CDT
Scheduled - S Situation
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The software used for badge login on Tap&Go computers will be under maintenance on Thursday, April 9th between 9am-12pm. During this maintenance window, MU Health Care badges will not work for Tap&Go computer logins. Username and password will need to be entered using the keyboard during this scheduled maintenance.

B Background
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An upgrade to the Imprivata software is required to stay under vendor maintenance agreements and support. During this upgrade, the badge login feature will be unavailable for approximately one hour.

A Assessment
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Badge login will be unavailable on 4/9/26 for approximately one hour between 9am and 12pm. During this timeframe, staff will be required to login with username & password using the keyboard. Following the completion of the upgrade, badge login will be restored.

R Recommendation
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Please communicate this change to staff working during this time.

Contact the Help Desk at 573-884-HELP following this work to report any issues.
Apr 7, 15:10 CDT
Apr 8, 2026

No incidents reported.

Apr 7, 2026
athenaIDX Hosting /Private Cloud Planned Outage : Critical MySQL Security Update - NextGate Enterprise Index (EI) -Tuesday, April 7, 2026
Completed - The scheduled maintenance has been completed.
Apr 7, 22:30 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 7, 22:00 CDT
Scheduled - S Situation
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The Enterprise Index (duplicate checker) application within IDX will be unavailable during the upgrade window.

B Background
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The vendor will be installing a MySQL update for the NextGate Enterprise Index (EI) application to remediate a critical security vulnerability. This update is necessary to maintain the security and integrity of the platform.

A Assessment
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This will not affect the core IDX application. Users will still be able to access and work within athenaIDX during the maintenance window.

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

Please communicate this change to staff.
Apr 3, 11:46 CDT
Apr 6, 2026
IRMA (Interactive Request Management Application) Redesign
Completed - Deployment complete.
Apr 6, 17:16 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 6, 17:00 CDT
Scheduled - S Situation
The current design of the interactive request management application, also known as IRMA, can lead to confusion when seeking to submit a request for a new project.

B Background
The current application was designed to manage IT requests. Over the years, the use case has expanded to include many additional request types; however, the IRMA landing page has not been updated to reflect the various uses.

A Assessment
Multiple request routes for project and operational requests across IT Project Management, Business Planning, and Health System Project Management requires users to understand organizational structures rather than simply selecting the type of work they need. This has resulted in inconsistent submissions, manual rerouting, and delays in initial review. By consolidating the three groups into a single intake path, IRMA can provide a streamlined and unified experience. A single request route removes guesswork for end users, ensures all submissions follow a standardized evaluation approach, and supports efficient collaboration among the review teams. This centralization also strengthens visibility into enterprise demand and reduces variations in how requests are assessed and assigned.

R Recommendation
Integrate IT Project Management, Business Planning, and Health System Project Management into one unified project request route within IRMA. All requests to these teams will enter through a single intake option, where the combined review group will assess project scope, strategic alignment, resource needs, and routing requirements. This consolidated approach will simplify the user experience, eliminate duplicate intake workflows, and ensure consistent criteria are applied across all major initiatives. Through this unified routing process, the organization can accelerate request triage, improve cross-functional coordination, and provide a clearer, more predictable path for request evaluation and next steps.
The redesign of IRMA will go live on April 6th, 2026.
Mar 23, 12:06 CDT
Apr 5, 2026

No incidents reported.

Apr 4, 2026

No incidents reported.

Apr 3, 2026

No incidents reported.

Apr 2, 2026

No incidents reported.

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