Moderate - OCCHD Service Alert: Virtual Care Manager Workflow View Video Visits Remaining "In Session" (CS3074691)

Incident Report for OCC

Investigating

Notification Description: Technical Support Tiers identified an issue in Virtual Care Manager Workflow View with video appointments created in Telehealth Management Platform (TMP) remaining in “In Session” when no participants are connected after 30 minutes. A technical analysis is in progress. Video visits with no participants connected will normally change to “Session Ended” automatically after 30 minutes.

Workaround: Manually “Select Action” and choose “Move to Session Ended” if the video visit has been confirmed as ended.

Affected application: Virtual Care Manager (VCM)

If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com

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.com

Posted May 19, 2026 - 16:27 EDT

This incident affects: Virtual Care Manager (VCM).