Blog

EAP Expert V3 Release notes

As of November 1, 2018 we have updated EAP Expert with the following new features and bug fixes.

If you want to learn more or see some of these in action, register for our webinar on Nov 1st where we will be previewing the new features and discussing some of the other key bug fixes. Click here to register.

Features Added 

  • Added ability to restrict New options in the Scheduler Context Menu. 
  • Added a second type of attachment called Secure Attachments to allow for different kinds of attachments with different kinds of security permissions. 
  • Added option to restrict some administrators from using the Edit Model under the Tools Menu 
  • Added ability to manually import Call Center called via CSV file, as well as allowing CSV filetypes to be automatically imported from an FTP 
  • Added check for duplicate office locations when creating new clinical office locations 
  • Users are now unable to delete a file if it has an Authorization that is pushed to Provider Files 
  • Added ability to disable to Primary Counselor prompt when creating an Authorization 

Issues Resolved  

  • Updates SFTP client tool to allow for larger encryption keys to be used 
  • Fixed error when selecting Information Call in the Service Request window 
  • Fixed error when trying to add a contact to an Organizational Service 
  • Fixed error with Work/Life Service Request 
  • Fixed issue with Work/Life files not being included with the Subsidiary Report 
  • Fixed error when trying to add a new file to an existing file that isn’t saved and is missing a required field. 
  • Fixed issue where the system was not showing the error message when a required field was missing 
  • Fixed error that can occur after customizing a layout 
  • Fixed issue with Provider Claims entry not showing column values correctly, remembering the previous authorization number, or changing column values after updating the authorization number 
  • Updates syncing with Provider Files to reduce errors 
  • Improved syncing process and speed with Provider Files 
  • Improved syncing process and speed with Customer Portal 
  • Various improvements on screen loading times throughout the system 
  • Fixed issues with Activity and Session times not calculating correctly 

Items Changed  

  • Updated Email and Website validation throughout the system to be more inclusive and consistent 
  • Changed Authorization Number criteria in the client file search to be a text field instead of a drop down 
  • Changed label on empty search grids to be larger, and suggest reasons why there might not be any results 
  • Action items in toolbars will no longer show up as a dropdown if only one action is available 
  • Sorted the Tools Menu items to be Alphabetical

Creating a new account in EAP Expert Service Desk

Effective Dec 1st, EAP Expert will be officially launching our new Service Desk for all our customer support inquiries and tickets. The current EAP Expert support email (support@eapexpert.com) will no longer work for clients after Dec 1st. All users will receive an autoresponder email asking you to go to support.eapexpert.com to access our new Service Desk after Dec 1st.

We started the process of introducing a new software system for our support team back in June of this year. Many processes needed considering and adjusting to ensure a seamless transition from the old support email to the new Service Desk. Effective immediately, we are very pleased to announce the upcoming launch of our brand-new support ticketing system available today.

Whenever a ticket is required, the improved workflow will enable us to help our users more quickly and more specifically. Also, references to existing helpful entries in our knowledge-base will be easier to provide for our support members under the new system.

Internally, our software development team has been working with a system called “Jira” since June, and the new customer support system is now also based on the same solution. The move away from email driven support towards the “Jira ServiceDesk“ will make many things easier in the future. Ideas and problems can be exchanged more uniformly between end users, developers, and admins. Similarly, we will have a standardized channel of communication between the various units that may be involved in solving a problem.

To prepare for Dec 1st,  all clients should go to our new dedicated web portal at https://support.eapexpert.com and setup an account if you have not already done so.

To setup a new account follow these steps;

  1. Goto https://support.eapexpert.com and click on the sign up as noted below

 

 

 

 

 

 

 

 

2) In the new window, insert your email address and click “send link”

 

 

 

 

 

 

 

 

3) Check your email for the link to complete the setup transaction

 

 

 

 

 

4) Click on the link provided to you via email and complete the sign process as noted below. Once you have filled in your full name and chosen a password, click sign up and you should be good to go.

 

 

 

 

 

 

 

 

If you have any trouble with any of these steps, please reach out to your account manager or call us directly at 1-855-327-9778