Help Desk & FAQs

Date     

 Issue                              

Status (Pending, Resolved or Completed)

SYSTEM NOTIFICATION: There have been reports of some users not receiving system correspondence and upon initial investigation it appears to be affecting @health users. The eHealth REGIS team is currently working with F1 and NSW Health to identify and fix the issue, we will provide further updates once we have more information.

UPDATE: Issue has been identified and a fix is actively being worked on by F1.

UPDATE: F1 have advised that the issue now appears to be resolved. The eHealth REGIS team is now working with F1 to identify affected users and manage system correspondence that was not received.

SYSTEM NOTIFICATION: A number of research offices advised that the Ethics expiry date was missing from summary page of studies. This issue was logged and escalated with the REGIS Technical Helpdesk.

UPDATE: A fix was applied to correct this issue on 19 September 2022.

SYSTEM NOTIFICATION: A vendor enhancement was made to the REGIS homepage tiles which appears to have affected what users are seeing. There appears to be unnecessary data pulling into users homepage tiles. This issue is currently being looked at by the REGIS Technical Helpdesk as a high priority.

UPDATE: The REGIS homepage tiles data issue has been fixed. Another issue has been identified and is affecting a small number of users whose Program filter has been removed from their tiles. This issue is currently being looked at by the REGIS Technical Helpdesk as a high priority.

UPDATE: The Program filter issue within the homepage tiles has been fixed. Please note that if you manually updated any of the blank Program fields before 11:30am today, you will need to check your tiles and update those fields again as the fix deployed has reset these fields.

SYSTEM NOTIFICATION: A small number of applicants have reported they cannot see the ‘Related General Amendment Form ID’ dropdown menu when completing a Site ‘General’ Amendment (Ethics exists in REGIS).

What to do if your research governance office is contacted: Do not ask applicants to upload the Ethics approved documents. As these documents exists in REGIS, advise applicants to provide the Ethics form ID in the summary of site implications section of the amendment form.

30 June 2022: A fix has been applied and the ‘Related General Amendment Form ID’ dropdown menu when completing a site general amendment (Ethics exists in REGIS) is now working as expected.

SYSTEM NOTIFICATION: REGIS email notifications related to Milestone reminders have temporarily been disabled due to a large number of invalid, external email addresses for Progress Reports.

20th June 2022:  The first consultation group meeting to discuss a short term solution has now completed. Further communication will be made once a resolution is finalised.

17th June 2022: Email reminder notifications have been suspended due to a large number of invalid, external email addresses for Progress Reports. A short term solution is currently being discussed. All other non-reminder emails are not affected. Further communications will be made once a resolution is finalised. Non-reminder emails are not affected.

16th June 2022: Email reminder notifications have been suspended once again due to a large number of invalid, external email addresses for Progress Reports. A short term solution is currently being discussed. Further communications will be made once a resolution is finalised. All other non-reminder emails are not affected

15th June 2022: Email reminder notifications have been suspended once again due to a large number of invalid email addresses for Progress Reports. These email addresses are external to health. A short term solution is currently being discussed. Further communications will be made once a resolution is finalised. Please Note: All other non-reminder emails are not affected.

7th June 2022: The Vendor is currently conducting further investigation for a long term solution.

6th June 2022: The issue has been identified. NSW eHealth & Vendor F1 Teams are now actively working to find a solution. All other system email notifications are sending as expected.

2nd June 2022: System email notifications related to Milestones have temporarily been disabled by the Vendor due to a technical issue which is currently under investigation. All other system email notifications are sending as expected.

1st June 2022: ALL system email notifications have temporarily been disabled by the Vendor due to a technical issue. The NSW eHealth REGIS team is currently working with the REGIS Technical Helpdesk on rectifying this issue as a matter of urgency. Any emails that have been sent from the system since 10:00am 31 May 2022 are currently pending delivery and will be sent once the issue is resolved.

SYSTEM NOTIFICATION: The RGO decision 'RGO amendment review' was not creating upon submission of the Site General Amendment.

System Notification - Initial & Resolved

SYSTEM NOTIFICATION: The REGIS system will be offline between 7:00am - 12:00pm on Wednesday 16 March 2022 for scheduled maintenance for the new look and feel REGIS.

System Notification - Initial & Resolved