Training · Access
How can I tell training confusion from an access problem?
Ask whether the user understands the approved workflow and whether the expected function or destination is actually available to them. If the process is clear but a required feature, queue or function is unavailable, treat it as an access/support issue rather than repeating training.
First checks
Work through the workflow before escalating blindly.
- Ask the user to state the expected task and handoff.
- Confirm whether the required access is present.
- Compare behavior with another appropriately authorized user only through approved support practices.
- Separate permissions from navigation knowledge.
- Document what was expected and what was unavailable.
Ownership questions
- Who owns role-based training?
- Who provisions or reviews access?
- Who approves role changes?
- Who owns suspected configuration defects?
Avoid making the problem worse
Common failure patterns
- Requesting credentials.
- Telling users to share accounts.
- Labeling a permissions problem as user error.
When to escalate
Access, authentication and permission issues should be routed to the organization’s authorized IT/access team. HelpEpic should not receive credentials or internal access data.
Related resources
Continue with the closest workflow tool.
Access and login triage→Training workflows→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.