Skip to main content

Scheduler Issues

Common questions and problems with the OmegaAI Scheduler: viewing appointments, scheduling, and reminder notifications. Many Scheduler tickets turn out to be a view or filter setting, but a few of the issues below are known product behaviors, not user error.

I can't see the appointments that were scheduled​

Symptoms

  • The Scheduler or Worklist shows no appointments, or not the ones you expect

Likely causes

  1. The date range or resource/location filter is excluding them
  2. You are looking at a different Worklist view than the one appointments land in
  3. Your role isn't scoped to the scheduling organization

What to try

  1. Widen the date range and clear resource, location, and modality filters.
  2. Confirm you are on the scheduling view, and check any saved Worklist filter for a fixed "scheduled date" that has since passed.
  3. If appointments for one location never appear, ask your administrator to confirm your role has access to that organization.

Still stuck? Note the appointment date, the location/resource, and which view you were using.

An appointment reminder (SMS or email) didn't go out, or had the wrong details​

Symptoms

  • Patients don't receive appointment reminders, or receive one with a blank/wrong date-time or the wrong location after a reschedule

Likely causes

  1. The reminder is driven by a Workflow Automation whose trigger or timing doesn't match how your site books
  2. After a reschedule, the automation may send the reminder with the original (pre-reschedule) details - if you see this, report the appointment id and timestamps to support so they can confirm the mechanism
  3. The patient's contact details are missing or mistyped

What to try

  1. Verify the patient's mobile number and email on their record.
  2. Check with your administrator which Workflow Automation sends reminders and what triggers it - reminders are configured per organization, not global.
  3. For wrong-detail-after-reschedule cases, report specific examples (appointment id, what was sent vs expected) so support can investigate.

Still stuck? Provide an example appointment, the time the reminder should have fired, and what the patient actually received.

Can't create or change an appointment​

Symptoms

  • Scheduling a new appointment fails, or slots/study sets don't appear

Likely causes

  1. No study set is available for the selected procedure (often a duplicated or misconfigured procedure code)
  2. The resource/schedule template for that location isn't set up
  3. The target timeslot is already booked by another appointment or covered by block time - blocked/outside-hours time is shown with a dark, hatched pattern on the calendar, distinct from an open slot
  4. Role permissions don't include scheduling

What to try

  1. Try a different procedure to confirm whether the problem is one procedure code or all of them - a single failing code points to a duplicate/misconfiguration your administrator can fix.
  2. Confirm the location has a schedule/resource template configured.
  3. Ask your administrator to confirm your role's Scheduler permission (Users & Roles) includes Update access, not just Read.

Still stuck? Provide the procedure, location, and the exact error shown when scheduling fails.

A study is stuck at ORDERED after scheduling, or a cancelled appointment stays visible​

Symptoms

  • An appointment was scheduled, but the study stays in ORDERED status and the scheduled date/time never populates
  • A cancelled appointment is still shown on the calendar instead of disappearing

Likely causes

  1. For the stuck-at-ORDERED case: the appointment was left in a proposed/unbooked state (still effectively parked) rather than being fully booked, so the status transition to Scheduled never fired.
  2. For the cancelled-appointment case: the appointment was most likely retired by setting a study status from the Worklist (for example Refused to Pay, Hold, or Exam Discontinued) rather than being cancelled in the Scheduler. Only the built-in scheduling steps (Cancelled, No Show, Waitlist) release the timeslot; custom study statuses have no scheduling step behind them, so the appointment stays on the calendar and the slot stays occupied.

What to try

  1. For a study stuck at ORDERED: cancel the appointment, set the status back to ORDERED, and re-schedule it from the Parking Bay (the holding area for appointments/studies waiting to be assigned a confirmed timeslot). The transition then fires and the scheduled date/time populates.

    Warning: this may notify the patient

    Cancelling and re-booking may re-trigger patient-facing notifications (for example, a cancellation message) tied to your organization's Workflow Automation rules. Confirm with your administrator before doing this for appointments close to the visit date.

  2. To retire an appointment and record a custom reason, do it in this order: cancel the appointment from the Scheduler first (it leaves the calendar and moves to the Parking Bay), then set the custom study status from the Worklist. Doing it the other way round leaves the slot occupied.

  3. Where a custom status is meant to behave like a cancellation, ask your administrator to map it to the matching built-in step (Cancelled, No Show, or Waitlist). There's no Workflow Automation action that cancels an appointment for you, though a rule can notify staff to do it.

  4. If the appointment genuinely reads Cancelled and is still displayed, refresh the view first; if it persists, report the appointment id.

Still stuck? Provide the accession/appointment and the status you see versus what you expect.

My selected resources or modalities reset every time I navigate away and back​

Symptoms

  • Resources or modalities you selected in the Scheduler calendar are gone after switching views, closing and reopening the calendar, or reloading the page

Likely cause

Your calendar selections are now stored as part of a saved worklist rather than on their own, so they only persist if you save the worklist after choosing them. Most reports of this turn out to be that missing save step rather than a fault.

What to try

  1. Open the worklist you use with the Scheduler, then select the resources/modalities you want.
  2. Save the worklist using the save icon next to the worklist name. Selections then persist across refreshes, worklist switches, and signing out and back in.
  3. Repeat for each worklist you use with the Scheduler, the calendar state is stored per worklist, not once per user.
  4. To keep a custom left-to-right column order too, drag the columns into place before saving, then reload to confirm it held.
  5. The save step exists on the current Worklist only. If you're still on the older worklist view, move to the current one, see the New Worklist guide.

If a calendar looks empty rather than merely unselected, check that at least one resource is selected and that the date shown is the one you expect, before treating it as a fault.

Still stuck? Tell support your organization name, which worklist you saved, and whether the selections survived a reload immediately after saving.