Pathway Errors

Pathway logs errors quietly, but sometimes you will get an error popup:

These error messages can be hard to read, and the detail under the red-circled expand button even more so.

It is tempting to close and ignore/continue, but this does not help with fixing issues. Some error details will include messages about updates not being saved; come back to the record to make sure your changes are saved.

If the error stops your work, log a call. If the error persists, log a call.

As well as descriptions and screen shots, you need to capture the error details for IT to be able to follow up. Expand the error (bottom-left button on the pop-up) and cut/paste the error details into your call.

There are additional trace options (under the help menu) which IT may request to use to follow up with capturing detailed Logs. These may be forwarded to the Pathway vendor for resolving system issues.

Documents

Pathway documents/letters are edited in MS-Word.  MS-Word needs to close the document for Pathway to save your edits back to its file-share.

Note: Document edits can be lost!

Do not leave documents open overnight/weekends, as Pathway will shut down with your PC and your edits will be lost.

Best practice is to save regularly and then close the document. Reopen (view) the document from Pathway to check.

If you accidentally hit ‘Generate’ instead of ‘View’, you will overwrite the document, losing any edits. IT does keep backups of Pathway file-share documents but can only restore them to the previous close-of-business, if they were saved and closed.

You can restore a document from backups, logging a request to IT with document number (or application, document type) and when to restore back to (or latest).

Documents are locked whilst editing. There are Dashboards for looking at currently locked documents/files.

Locked Customer Service Requests

Customer Service requests are locked by users using maintenance. Try to close your requests to unlock them for others.

If you need access to a request left locked, the user with the lock can open/close the request. If that is not possible, IT can unlock it for you.

There are dashboards for looking at locked requests.