ANSWER:
Graphical Signature Not Appearing in InQuiry
Purpose: If a graphical signature is not showing up in the system, there could be few reasons. Here are the most common ones:
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The user does not have a graphical signature stored in the system
You can look in the user's set up to see if indeed they do have a signature on file using the steps below:
- Go to Client Maintenance tab. Under the "Maintenance" menu select "Users"
- Select the user on the left hand side then select "Edit [Username]". If the user has a graphic signature assigned to thier profile, it will be list under the the "User Information" section. If there is no signature graphic here, you will need to submit a ticket with a scanned signature attached.
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The user does not have "Use Electronic Signature" checked
- Go to Client Maintenance tab. Under the "Maintenance" menu select "Users"
- Select the user on the right hand side then select "Edit [Username]". Under the "Dictating Clinician Options" section, you will find the "Use Electronic Signature" option. This setting must be on for signature graphics to appear.
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Document has not yet been COMPLETED by the dictating user
If the user has both of the above and it is still not showing up, than make sure that the document was COMPLETED from the preliminary folder by that user. If it was completed from anyone else other than that user, it will not always sign it for him/her. (some exceptions exist, rarely)
- Search for the job in InQuiry. Open the report. At the top there will be an "Info" Click the info button on a transcription in InQuiry.
- Look for the Completed from Preliminary* Action to see if it was done by the dictator.
* Exact folder name may vary.
- IMPORTANT: If the transcription was completed by any other user besides the dictating provider, it will now show the Graphical Signature. The Graphical Signature is settings are user based therefore it would need to be completed by that specific profile.
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Preliminary Folder not used
If the client (or user) does not use the Preliminary folder than it will not show the graphical signature unless you have "Always Show Graphical Signature" checked under the Print Template Information expander tab. To verify if Preliminary folder is in use, Go to "Client Maintenance" tab then select "Workflow". If the Preliminary folder appears like the screenshot below, it is not in use. Clicking on the folder itself will provided more details such as a summary of which document types and users have this folder enabled or disabled.
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Signature Image Error
If there is an "X" where the signature should be, that means that there is no valid graphical signature on file (or it may be corrupted). This can also be easily seen in the User Record.
- Go to Client Maintenance tab. Under the "Maintenance" menu select "Users"
- Select the user on the left hand side then select "Edit [Username]". Under "User Information" you will see a broken image like the one in the screenshot below. You can attempt re-uploading the graphic image. If this does not work, please submit a ticket to support where it can be investigated further.
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Signature graphics are disabled by the Print Template
Some print templates requests may have previously asked to disable signature graphics. The easiest way to test this is to test the user profile to show "Always Show Graphical Signature" temporarily, if it is not already checked.
- Go to Client Maintenance tab. Under the "Maintenance" menu select "Users"
- Select the user on the right hand side then select "Edit [Username]". Under "Print Template Information" check "Always Show Graphical Signature"
- If the signature shows in InQuiry on the TID, then the print template works correctly and there is a workflow issue (see the other troubleshooting tips above). If it still does not show a graphical signature, you will need to Submit a Print Template ticket to turn it on.
- IMPORTANT: Remember to return "Always Show Graphical Signature" to its original setting when you are done testing!