New Customer Visibility in Gillie
When a new customer is created, they appear in Gillie either through integration from the customer or patient information system, or manually created by a user. This article explains when and how a customer begins to appear — and what to do if the customer does not appear as expected.
Typical Schedule
- Integration: The customer is generally transferred from the customer or patient information system to Gillie during the next synchronization. Typically, synchronization occurs once a day.
- Manual Creation: The customer appears immediately when a user creates a new customer.
- Devices: Device information starts to display for the customer once devices have been paired with the customer.
Why Doesn't the Customer Appear?
Check the following if the expected customer does not appear in your list:
- Filters limiting the view — clear the filters in the Customers view and check again.
- Search field — type the customer's name or social security number into the quick search.
- Integration — synchronization delay. Check the next day to see if the customer's information has appeared on the platform.
- Permissions — you may not have rights to view this customer's information (e.g., different unit, substitute period ended).
- Customer archived — ended customers only appear in the archive view.
Step-by-Step Troubleshooting
- Search for the customer in the quick search field by name or social security number.
- Check the filters in the Customers view.
- Ask a colleague or supervisor if the customer appears for them.
- Check if the customer is archived.
- Ask the administrator if you have the required permissions to view the customer.
- If the issue is not resolved, submit a support request with a clear description (what should appear, what has been tried).