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H H S Department of Health and Human Services
U.S. Department of Health and Human Services
Health Information Technology and Quality

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How can I identify, track and resolve issues that arise?

It is important that all operational and technical issues resulting from health IT implementation get carefully recorded. Often, technical errors are critical and unless they are resolved, the health IT product go-live will be impacted. Certain issues may be deemed to be lower in priority and the organization may decide to resolve them at a later time.

There are a number of different tools that can be used to track issues from a simple Microsoft Excel document to Open Source tools.

  • OpenTicket go to exit disclaimer - OpenTicket is a simple, basic open-sourced trouble-ticketing system. SQL backend, based on Zope web application server technology. This is a basic but functional system: allows users to create tickets with various priorities and assign them to a team. Includes a simple ticket search interface. Problem types and status is fully configurable. No security mechanism. This report has some nascent ability to track time spent on a bug report.
  • Bugzilla go to exit disclaimer - Bugzilla is a "Defect Tracking System" or "Bug-Tracking System". Defect Tracking Systems allow individual or groups of developers to keep track of outstanding bugs in their product effectively.
  • OTRS go to exit disclaimer - OTRS is an open source "trouble-ticket system". It allows problem reports to come in from a single queue and be efficiently distributed to a team.
Developed by the Health Resources and Services Administration as a resource for health centers and other safety net and ambulatory care providers who are seeking to implement health IT.
Health Information Technology Toolboxes help health centers, safety net providers, and ambulatory care providers with electronic and online resources and technical assistance to improve patient care.  More>
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