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Troubleshooting the Telstra Health Assurance Integration
Who is this article for?Administrators who want guidance on troubleshooting the Telstra Health Integration.
Administration permissions are required.
This guide provides solutions for errors you may encounter when setting up the Telstra Health integration with Assurance.
Please note
Our support team can only provide limited technical help for integrations such as Telstra Health. If you require tailored solution advice, please contact our customer success team for assistance.
1. Troubleshooting
Below are a few questions to consider when dealing with integration issues:
- Does the Telstra Health External Template ID and Facility ID match the incident form ID number and facility ID number on Clinical Manager?
- Have any changes been made recently to the incident form on Clinical Manager?
If so, the corresponding changes must also be made to the incident form on Assurance. - Do the integration single-select and multi-select fields match the integration metadata? Are there any extra spaces, commas, astrospheres, full stops, etc.?
- Are there any mandatory fields in the first stage of the Assurance workflow?
If so, incident forms without responses to those fields will cause the integration sync to fail. Consider making those fields optional in Assurance or mandatory in Telstra Health. - Are there any approvers in the first stage of the Assurance workflow that are suspended? Consider replacing approvers or unsuspend those approvers.
- No Integration Metadata values are displayed in the dropdown menu?
Deactivate and reactivate the integration. Check the Telstra Health Integration settings are completed correctly.
Integration not working?
Contact the Telstra Health customer support team if you require assistance with troubleshooting the Telstra Health integration with Assurance, including identifying recent field changes in your incident form on Clinical Manager that require remapping in Assurance.
2. Checking Telstra Health Integration
You will also need to check that you have completed the fields correctly.
To check this:
- Select Administration (Cog icon) in the navigation menu.
- Choose Integration.
- Click Telstra Health.
- Select the Edit button in the top left.
- Check the fields in the Settings section below are completed correctly.
| Field | Description |
| Username | The username is provided by Telstra Health Customer Support. |
| Password | The password is provided by Telstra Health Customer Support. |
| API Endpoint | The API Endpoint is provided by Telstra Health Customer Support. The URL should not include "Tetra.Web". For example, the URL should look like: https://icarehealth.myorganisation.com.au/ not https://icarehealth.myorganisation.com.au/Tetra.Web |
| Facility ID | The Facility ID is typically your RACS ID but can be found in your administration settings in Clinical Manager. If you are a multi-facility, enter the number 0 as your Facility ID. |
| External Template ID | The External Template ID is the number of the incident form template in Clinical Manager. Go to Admin, Create/Edit form and then select the Accident/Incidents Report. In the example below, the External Template ID is 99 as shown in the top address bar. |
- Once you are sure that all the information entered in the fields are correct, click Save.
- Click Test connection.
If the connection is successful, a message at the top of your screen will confirm this.
Unsuccessful connection?
If you still do not have a successful connection after attempting the troubleshooting steps above, contact our Support Team for further assistance.