General Discussions

We have had multiple instances over the last few months where we create a new user in People in the Admin module.  Then, the people cannot be found to be added to HE submissions.  We have had to submit numerous tickets to Cayuse to resolve the issue, which usually takes 1-3 weeks.  This creates big inefficiencies with PIs being unable to add personnel to their submissions.

Cayuse has been able to resolve it each time, but waiting 1-3 weeks to be able to add a user to a submissions is not acceptable and very frustrating for our end users.

Has anyone else experience this and have you come up with any ways to resolve it?

------------------------------
Stacey Banks
Director, Clinical Research Support Office
Inova Health System
Fairfax, VA
------------------------------

Good evening,

We wanted to thank you for bringing this matter to our attention. There have been reported a higher number of issues with user profiles failing to Synch to IRB within the past couple of weeks. There have been several cases of users that were created in admin or were given an IRB role by either a manual or an automated process. This resulted in those users not having a profile within the IRB.

We understand the frustration this behavior creates for your daily operations. We had our engineering teams investigate the root of cause of this issue and today it was confirmed that we had a systematic issue during the time period of January 12 to January 18. During this time, these accounts failed to transfer the data to the IRB product, ending with users unable to access the IRB or not being able to be found when being added into submissions.

The issue has been already fixed, new created accounts or IRB roles added to users should be working as expected.

Any users where you are currently experiencing the issue, please report them immediately and we will evaluate if this was part of the issue mentioned above. We will make every attempt to fix the issue immediately or if a separate investigation needs to happen, we will do that as well.

Any further questions or concerns, please do not hesitate to contact me.


Thank you again for your valuable feedback.
 

------------------------------
Jorge Alvarenga
Senior Product Manager of Risk Management
Cayuse
jorge.alvarenga@cayuse.com

Original Message:
Sent: 01-23-2024 10:28
From: Stacey Banks
Subject: Unable to Add People to HE Submission

We have had multiple instances over the last few months where we create a new user in People in the Admin module.  Then, the people cannot be found to be added to HE submissions.  We have had to submit numerous tickets to Cayuse to resolve the issue, which usually takes 1-3 weeks.  This creates big inefficiencies with PIs being unable to add personnel to their submissions.

Cayuse has been able to resolve it each time, but waiting 1-3 weeks to be able to add a user to a submissions is not acceptable and very frustrating for our end users.

Has anyone else experience this and have you come up with any ways to resolve it?

------------------------------
Stacey Banks
Director, Clinical Research Support Office
Inova Health System
Fairfax, VA
------------------------------

Fixed? We've loaded users this week and had them contact us because they can't get into HE. They make it to the Tasks page, but when they click on Products, they are immediately logged out or receive an error message. We currently have 8 individuals who cannot use Cayuse because of this problem.

Good evening,

We wanted to thank you for bringing this matter to our attention. There have been reported a higher number of issues with user profiles failing to Synch to IRB within the past couple of weeks. There have been several cases of users that were created in admin or were given an IRB role by either a manual or an automated process. This resulted in those users not having a profile within the IRB.

We understand the frustration this behavior creates for your daily operations. We had our engineering teams investigate the root of cause of this issue and today it was confirmed that we had a systematic issue during the time period of January 12 to January 18. During this time, these accounts failed to transfer the data to the IRB product, ending with users unable to access the IRB or not being able to be found when being added into submissions.

The issue has been already fixed, new created accounts or IRB roles added to users should be working as expected.

Any users where you are currently experiencing the issue, please report them immediately and we will evaluate if this was part of the issue mentioned above. We will make every attempt to fix the issue immediately or if a separate investigation needs to happen, we will do that as well.

Any further questions or concerns, please do not hesitate to contact me.


Thank you again for your valuable feedback.
 

------------------------------
Jorge Alvarenga
Senior Product Manager of Risk Management
Cayuse
jorge.alvarenga@cayuse.com

Original Message:
Sent: 01-23-2024 10:28
From: Stacey Banks
Subject: Unable to Add People to HE Submission

We have had multiple instances over the last few months where we create a new user in People in the Admin module.  Then, the people cannot be found to be added to HE submissions.  We have had to submit numerous tickets to Cayuse to resolve the issue, which usually takes 1-3 weeks.  This creates big inefficiencies with PIs being unable to add personnel to their submissions.

Cayuse has been able to resolve it each time, but waiting 1-3 weeks to be able to add a user to a submissions is not acceptable and very frustrating for our end users.

Has anyone else experience this and have you come up with any ways to resolve it?

------------------------------
Stacey Banks
Director, Clinical Research Support Office
Inova Health System
Fairfax, VA
------------------------------

Fixed? We've loaded users this week and had them contact us because they can't get into HE. They make it to the Tasks page, but when they click on Products, they are immediately logged out or receive an error message. We currently have 8 individuals who cannot use Cayuse because of this problem.

Good evening,

We wanted to thank you for bringing this matter to our attention. There have been reported a higher number of issues with user profiles failing to Synch to IRB within the past couple of weeks. There have been several cases of users that were created in admin or were given an IRB role by either a manual or an automated process. This resulted in those users not having a profile within the IRB.

We understand the frustration this behavior creates for your daily operations. We had our engineering teams investigate the root of cause of this issue and today it was confirmed that we had a systematic issue during the time period of January 12 to January 18. During this time, these accounts failed to transfer the data to the IRB product, ending with users unable to access the IRB or not being able to be found when being added into submissions.

The issue has been already fixed, new created accounts or IRB roles added to users should be working as expected.

Any users where you are currently experiencing the issue, please report them immediately and we will evaluate if this was part of the issue mentioned above. We will make every attempt to fix the issue immediately or if a separate investigation needs to happen, we will do that as well.

Any further questions or concerns, please do not hesitate to contact me.


Thank you again for your valuable feedback.
 

------------------------------
Jorge Alvarenga
Senior Product Manager of Risk Management
Cayuse
jorge.alvarenga@cayuse.com

Original Message:
Sent: 01-23-2024 10:28
From: Stacey Banks
Subject: Unable to Add People to HE Submission

We have had multiple instances over the last few months where we create a new user in People in the Admin module.  Then, the people cannot be found to be added to HE submissions.  We have had to submit numerous tickets to Cayuse to resolve the issue, which usually takes 1-3 weeks.  This creates big inefficiencies with PIs being unable to add personnel to their submissions.

Cayuse has been able to resolve it each time, but waiting 1-3 weeks to be able to add a user to a submissions is not acceptable and very frustrating for our end users.

Has anyone else experience this and have you come up with any ways to resolve it?

------------------------------
Stacey Banks
Director, Clinical Research Support Office
Inova Health System
Fairfax, VA
------------------------------

Good evening,

We wanted to thank you for bringing this matter to our attention. There have been reported a higher number of issues with user profiles failing to Synch to IRB within the past couple of weeks. There have been several cases of users that were created in admin or were given an IRB role by either a manual or an automated process. This resulted in those users not having a profile within the IRB.

We understand the frustration this behavior creates for your daily operations. We had our engineering teams investigate the root of cause of this issue and today it was confirmed that we had a systematic issue during the time period of January 12 to January 18. During this time, these accounts failed to transfer the data to the IRB product, ending with users unable to access the IRB or not being able to be found when being added into submissions.

The issue has been already fixed, new created accounts or IRB roles added to users should be working as expected.

Any users where you are currently experiencing the issue, please report them immediately and we will evaluate if this was part of the issue mentioned above. We will make every attempt to fix the issue immediately or if a separate investigation needs to happen, we will do that as well.

Any further questions or concerns, please do not hesitate to contact me.


Thank you again for your valuable feedback.
 

------------------------------
Jorge Alvarenga
Senior Product Manager of Risk Management
Cayuse
jorge.alvarenga@cayuse.com

Original Message:
Sent: 01-23-2024 10:28
From: Stacey Banks
Subject: Unable to Add People to HE Submission

We have had multiple instances over the last few months where we create a new user in People in the Admin module.  Then, the people cannot be found to be added to HE submissions.  We have had to submit numerous tickets to Cayuse to resolve the issue, which usually takes 1-3 weeks.  This creates big inefficiencies with PIs being unable to add personnel to their submissions.

Cayuse has been able to resolve it each time, but waiting 1-3 weeks to be able to add a user to a submissions is not acceptable and very frustrating for our end users.

Has anyone else experience this and have you come up with any ways to resolve it?

------------------------------
Stacey Banks
Director, Clinical Research Support Office
Inova Health System
Fairfax, VA
------------------------------

@Jorge Alvarenga  I appreciate your response.  Our main issue has been that news users are not findable to add to HE submissions.  We did recently have an issue with one person being unable to login...I think that may be the 12-18 JAN issue, but our issue is different.

We have had to submit multiple tickets over several months with new users being unable to be found to add to HE submissions.  Engineering has been able to fix the issue after 1-2 weeks, but with no communication about the cause of the issue.  It is great that they have fixed the issues, but our study teams often want to add new people to HE submissions right away.  

Good evening,

We wanted to thank you for bringing this matter to our attention. There have been reported a higher number of issues with user profiles failing to Synch to IRB within the past couple of weeks. There have been several cases of users that were created in admin or were given an IRB role by either a manual or an automated process. This resulted in those users not having a profile within the IRB.

We understand the frustration this behavior creates for your daily operations. We had our engineering teams investigate the root of cause of this issue and today it was confirmed that we had a systematic issue during the time period of January 12 to January 18. During this time, these accounts failed to transfer the data to the IRB product, ending with users unable to access the IRB or not being able to be found when being added into submissions.

The issue has been already fixed, new created accounts or IRB roles added to users should be working as expected.

Any users where you are currently experiencing the issue, please report them immediately and we will evaluate if this was part of the issue mentioned above. We will make every attempt to fix the issue immediately or if a separate investigation needs to happen, we will do that as well.

Any further questions or concerns, please do not hesitate to contact me.


Thank you again for your valuable feedback.
 

------------------------------
Jorge Alvarenga
Senior Product Manager of Risk Management
Cayuse
jorge.alvarenga@cayuse.com

Original Message:
Sent: 01-23-2024 10:28
From: Stacey Banks
Subject: Unable to Add People to HE Submission

We have had multiple instances over the last few months where we create a new user in People in the Admin module.  Then, the people cannot be found to be added to HE submissions.  We have had to submit numerous tickets to Cayuse to resolve the issue, which usually takes 1-3 weeks.  This creates big inefficiencies with PIs being unable to add personnel to their submissions.

Cayuse has been able to resolve it each time, but waiting 1-3 weeks to be able to add a user to a submissions is not acceptable and very frustrating for our end users.

Has anyone else experience this and have you come up with any ways to resolve it?

------------------------------
Stacey Banks
Director, Clinical Research Support Office
Inova Health System
Fairfax, VA
------------------------------