If your Poller does not function as expected, or if you are being alerted to 'Pending filings' in askmyGP, please check the following on the PC with the poller installed:
- Confirm that the Poller is running. If not immediately visible, check the Windows system tray, accessed via an ^ arrow in most instances (1). The Poller has a green Evergreen heart icon (2). Double-click to open it and check status, or right-click and choose ‘Open’ from the pop-up menu.
- Check the messages in the Poller 'Call Log' and 'Error Log', these will provide useful information if anything is wrong to help you to resolve the issue:
- Check that the Poller is not in a paused state, you should see messages at least every minute to show it is active, if it doesn't appear to be polling, click the
button in the bottom left corner to start it polling again. - Check that SystmOne is also running alongside the poller, and it is fully logged in to the correct organisation.
- Ensure that the logged-in Systmone user has sufficient privileges to access and add to patient records, this is important for the poller to be able to file requests into Systmone via that user.
- If you are unable to resolve your problem, please contact Support for assistance via the help button in the askmyGP practice portal:
For reference, a poller which is functioning as expected will appear as below:
As you can see it shows 'Polling. Queue entry empty' when it's all up to date and then when a new filing is detected the next time it polls, it will show 'Attempting to file record', followed by 'Filed successfully' if there were no issues. It will then continue polling and either update with the next request waiting to be filed, or to advise that the queue is now empty again.
Unresolved issues - fall back to manual copying
If the issue is not resolved after 4 days, and requests have been 'pending filing' for longer than 96 hours, the copy screen will appear as below. The 'Writeback to record' button will instead be replaced with a 'Copy to clipboard' button to prevent the queue building any further and to allow you to safely fall back to manual copy and pasting to the clinical record system until the issue is resolved.
When you select 'Copy to clipboard' the 'Consultation' text will copied, ready for you to paste into a new journal entry in the patient record. Any images/attachments will need to be manually downloaded from askmyGP and uploaded to the clinical record system, and codes manually recorded instead.
Once requests start filing successfully again, the pink warning text will stop appearing on the copy screen and the option to 'Writeback to record' will become available again, after which you will be able to continue using the automatic writeback once more.