Go-Live · Triage
How do we classify a go-live issue as training, access, workflow or defect?
Classify by the nature of the blocker, not by frustration level. Training means the approved process is available but not understood. Access means the user cannot reach what their authorized role requires. Workflow means local ownership or handoff is unclear. A suspected defect means the approved process is understood but the system does not behave as expected.
First checks
Work through the workflow before escalating blindly.
- State the intended task.
- Confirm whether the approved process is understood.
- Confirm whether required access is available.
- Confirm the expected owner and handoff.
- Compare expected behavior with actual behavior without using patient screenshots externally.
Ownership questions
- Who owns training questions?
- Who owns access?
- Who owns local workflow decisions?
- Who owns defect triage and configuration?
Avoid making the problem worse
Common failure patterns
- Sending every issue to analysts.
- Treating every problem as user error.
- Using HelpEpic for patient-safety or clinical triage.
When to escalate
Security, outage, patient-safety and suspected production-defect issues belong immediately in the organization’s authorized go-live escalation path.
Related resources
Continue with the closest workflow tool.
First 10 Shifts kit→Go-live change event→Structured Workflow Advisor→Boundary: Your organization’s approved policy, configuration, security controls and escalation process always control. HelpEpic is independent workflow guidance, not clinical advice or official Epic support. Never send HelpEpic patient names, DOBs, MRNs, screenshots, records, passwords, tokens or confidential internal information.