Notification Description: Technical support tiers have identified an issue with some Telehealth Management Platform (TMP) appointments intermittently not updating from “Pending” to “Reserved: Scheduled.” Normally, this process should not take more than 2 - 20 minutes, sending information to VistA, Integrated Scheduling System (ISS), Virtual Care Manager (VCM), Revenue Cycle, MyHealtheVet and other downstream applications in a timely matter. More information will be provided as it becomes available.
Affected application: TMP
What We Are Doing • In the TMP 5.2.14 release, a banner in TMP will show the scheduler all of their Pending appointments. TMP 5.2.14 is being released soon. • A defect incident ticket has been opened, and TMP IT Development is actively tracking the issue. • Additional updates will be communicated through Telehealth and Scheduler forums as available.
What Schedulers Will Need to Do: 1. Monitor Pending appointments (check for errors) 1. If appointment is within 24 hours follow resolution steps right away. 2. If appointment is scheduled to start next day or later, please wait 24 hours before taking resolution steps, pending status may resolve itself.
2. Follow resolution steps provided below: 1. Attempt to cancel and reschedule the appointment in TMP, or 2. Check if the appointment is visible in ISS and/or Revenue Cycle: 1. If the appointment is visible in ISS and/or Revenue Cycle, make sure any VVC links are sent to the Provider and Veteran. If links have not been sent out, you can create links in VCM or ISS. 2. If the appointment is NOT visible in ISS or Revenue Cycle, book the appointment directly in ISS and/or Revenue Cycle, ensure links are sent for VVC appointments. 3. Report unusual increases in Pending appointments to OCCHD, include appointment links to support investigation.
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.ironbow.com/.
Posted Nov 28, 2025 - 10:10 EST
This incident affects: Telehealth Management Platform (TMP).