EPrescribing : Partial Outage (P2)

Incident Report for MedicalDirector Product Status

Resolved

The incident affecting ePrescribing and Pathology Results services has been fully resolved. We did not observe any further issues during the maintenance period.

We appreciate your patience and understanding throughout this process.

Posted Jul 22, 2024 - 10:27 AEST

Monitoring

We are pleased to inform you that we have restored all services related to ePrescribing and Pathology Results. All MedicalDirector Clinical and Helix customers' systems are now fully operational.

Actions Taken:
- Our IT team, in collaboration with Crowdstrike and Microsoft, has resolved the issues and restored all affected services.
- Continuous monitoring is in place to ensure the stability and performance of the services.

Next Steps:
- We will continue to monitor the situation closely to prevent any further disruptions.
- Our teams remain on high alert to address any potential issues promptly.

We appreciate your patience and understanding during this incident. If you experience any further issues, please do not hesitate to contact our support team.

Additional Information:
The issue was caused by a global outage from a third-party provider, Crowdstrike, which has been widely reported by major media outlets. You can read more about the situation in this link: https://www.abc.net.au/news/2024-07-19/global-it-outage-crowdstrike-microsoft-banks-airlines-australia/104119960

Posted Jul 20, 2024 - 02:39 AEST

Update

We are observing recovery in our ePrescribing services. Although ePrescribing services are working fine for MedicalDirector Clinical and the majority of Helix customers, some Helix customers are still experiencing issues in sending ePrescriptions and receiving Pathology Results.

- Our IT team, in collaboration with Crowdstrike and Microsoft, is working diligently to expedite the resolution process.
- Continuous monitoring is in place to ensure smooth recovery and minimize any further impact.
- Our teams are working hard to resolve the remaining issues for the affected Helix customers as quickly as possible.

Additional Information:
The issue was caused by a global outage from a third-party provider, Crowdstrike, which has been widely reported by major media outlets. You can read more about the situation in this link: https://www.abc.net.au/news/2024-07-19/global-it-outage-crowdstrike-microsoft-banks-airlines-australia/104119960.

Posted Jul 19, 2024 - 20:08 AEST

Update

We are observing recovery in our ePrescribing services. However, due to the initial outage, we are waiting for queued messages to be processed before full functionality is restored. We expect ePrescribing services to be fully operational within the next hour.

- Our IT team, in collaboration with Crowdstrike, is working diligently to expedite the resolution process.
- Continuous monitoring is in place to ensure smooth recovery and minimize any further impact.

Additional Information:
The issue was caused by a global outage from a third-party provider, Crowdstrike, which has been widely reported by major media outlets. You can read more about the situation in this link: https://www.abc.net.au/news/2024-07-19/global-it-outage-crowdstrike-microsoft-banks-airlines-australia/104119960

Posted Jul 19, 2024 - 17:58 AEST

Identified

We have experienced a partial outage with ePrescribing services related to a global outage of a third party provider.

Both teams are working to resolve the issue. Every effort is being made to minimize the duration and impact.

We will send an update shortly as soon as more information becomes available and we apologize for any inconvenience.

Posted Jul 19, 2024 - 15:21 AEST

This incident affected: Cloud Products (Helix, MD Exchange (ePrescribing, MDClinical Secure Messaging)) and On Premise Products (MD Clinical).