Troubleshooting
1. Ensure all the configuration steps are completed for the search:
2. Ensure that the search is properly setup for the client / user in question:
2a.Ensure Org ID and Location ID are saved under client's Additional Settings.
2b. Ensure i3 Recruiter ID is entered under User settings.
3. Verify codes with i3Screen (Location ID, Org ID, i3 Recruiter ID, and Product Codes)
FAQ
Q: Why are no labs are showing up when I try to schedule a drug screen?
A: This is due to an issue with the product/panel codes, please verify the product codes with i3.
Q: Why is there an error when I try to select a location to schedule a drug screen?
A: This is due to an issue with the product/panel codes, please verify the product codes with i3.
Q: Why is the drug screen ordered in my system, but not being delivered to i3?
A: This is likely due to some of the applicant information required by i3Screen missing from the report. Please make sure all of the following applicant information is supplied for the search: First name, last name, street address, date of birth, city, state, zip code, SSN/government ID, phone number, and email address. Also, be sure to check the information for special characters that could be causing an error.
Q: The wrong product codes are being sent to i3.
A: Please verify that the codes entered in the clients additional settings are correct by contacting i3. If the issue persists, please verify that the code field under the settings is the same providers product that is configured for the drug screen under the system settings.
Q: What does the error log "CFHTTP Exception: localstruct.i3gateway_locationid doesn't exist." indicate?
A: This error message is due to either the i3 recruiter ID, shared CRA organization ID or unique client location ID missing from the client's setup. Please check the client's additional settings heading for the location ID and Organization ID, as well as the user's settings for the recruiter ID.
Q: Why is my i3 drug screen result creating a new search in my system?
A: This is most likely due to the import option selected when setting up the drug screen. Please inspect the matching option under the Custom Drug Screen setup screen found under system settings -> Searches -> Custom Drug Screening Setup. The descriptions of the different matching options are available here.
Q: Why is my drug screen result coming through under a different client than the one who ordered it?
A: Check that all clients have a unique Location ID under their Additional Settings.
Q: How can I set my cost as the CRA for i3 integrated drug screens?
A: This cost can be configured in the researcher network for the specific search type. Ex) Researcher Network -> search type -> "Go" -> Edit Settings -> input search cost.
Q: What does the error log "CFHTTP.FileContent was empty" indicate?
A: This error message is due to a space between the product codes in a clients' additional settings. For example, "D2UFLQD65304N, D2BATI3NONDOTBREATHALCOHOL" will result in error and will need to be updated to "D2UFLQD65304N,D2BATI3NONDOTBREATHALCOHOL"
Q: What does the error log "key [PRODUCTTYPE] doesn't exist" indicate?
A: This error message indicates that there is not a providers product selected for the drug screen. This is configured in Step 3 of the i3 drug screen setup linked here.
Q: Does the expiration time include weekends?
A: The expiration date sent to i3 is calculated using business days. Weekends are not included.
If you have any additional questions about i3 drug screens please contact deverus support.