Support Updates

See https://www.link2feed.com/link2feed-webinar-schedule/ for upcoming webinars!

Client Intake

This section lists known issues/updates in the Client Intake application. 

Feature/Issue

Description

Areas Affected

Status

Released

Feature/Issue

Description

Areas Affected

Status

Released

500 Ouch Error Creating New Organizations

Network Managers are getting 500 ouch errors trying to create new organizations

Network Managers

In Progress

 

500 Ouch Error Recording Visits

Users were getting 500 ouch errors recording visits on the Services page of a client’s profile

Intake Users

Closed

Oct 15, 2021

CSFP Client & Kit Issuance Lists Not Visible

For certain locations and certain users, the CSFP Client & Kit Issuance are not visible at the network level.

CSFP network users

Closed

Oct 13, 2021

Speed and Performance

We are tracking ongoing performance issues on Intake and Accounts, specifically:

  • Slow load times on Client Intake tabs in large networks

  • Long wait times for lists of organizations and programs

  • General slowness to load pages

So far we have attempted:

  • Adding additional server resources, including both more servers and increased RAM and CPU for each server

  • Expanding the capacity and resources of our database system so that it can respond to queries faster

  • Optimizing database indexing for specific scenarios so that common questions are answered quickly

  • Reducing the size of messages passed between servers

After a month of diligent attempts and endeavours to improve performance, we are finally starting to see progress. As of today we can report that:

  • The load times for the Services tab have improved more than 25% as compared to a similar load from previous weeks

  • Overall page load times have improved by more than 30% across the board, providing a more stable experience

We are continuing to investigate solutions to this challenge and appreciate specific details about performance issues including: time of day, browser and operating system, page you were looking at, last button you pressed.

We will continue updating this issue with new details as they arise.

Intake Tabs, User Updates

In Progress

Oct 6, 2021

Please Wait, Content Loading

On some of the Intake tabs, our team has added a secondary-load function to speed up performance. Users may see the following as pieces of the page load:

Intake Tabs

Info

Oct 5, 2021

Version Rollout Issues

The following issues have been identified after the update released on August 23, 2021:

  • Recurring Reports sending incorrect URL in email - RESOLVED

  • Dashboard Stats & Monitoring Report failing - RESOLVED

  • TEFAP/CSFP agency programs not pulling from network program settings - RESOLVED

  • Hours of Operation Missing - RESOLVED

  • Appointments List Missing - RESOLVED

  • Select Provisions Not Appearing - RESOLVED

  • CSFP Kit Issuance Lists missing the Next Recertification Date - RESOLVED

 

Closed

Aug 26, 2021

TEFAP Income Guidelines

The following TEFAP Income Guidelines have been updated in the system for the following states:

  • Florida

  • Iowa

  • Maine

  • Minnesota

  • New Mexico

  • Pennsylvania

  • Tennessee

If your state is not listed, please submit the updated TEFAP guidelines to our support team to update them for you.

TEFAP Programs

Closed

Jul 1, 2021

Duplicate Appointments

Appointments were being doubled when created in CNCT and client intake. This has been resolved (the solution did not include deleteing the duplicate appointments that have already been created).

CNCT
Appointments

Closed

Jun 8, 2021

Bulk Programs Appearing for Anonymous Visits

Bulk generic programs no longer appear as an option when recording anonymous visit. This was a bug and has been resolved.

Anonymous Users
Bulk Programs

Closed

Jun 4, 2021

CSFP Caseload by Agency

CSFP Caseloads can now be separated by AGENCY instead of one caseload for the entire network.
Network Admin can contact Link2Feed Support to set this up for them.

CSFP Users

Closed

May 31, 2021

Download Option for HungerCount Report

There is now a green download option to download the HungerCount report into one spreadsheet. Each question is separated by tabs.

Canada users, Reporters

Closed

May 21, 2021

Verbal/Written Consent

At the agency level, if the user tries to choose verbal consent only, it doesn’t save that option. If the user checks off both verbal and written consent, it only saves the written consent.

Client Intake for verbal/written consent only.

Closed

May 21, 2021

Error Unlocking User Account

When a user is locked out, users are getting a 404 error when trying to unlock that user account. In the meantime, users can manually reset a user’s password.

Password Reset

Closed

May 6, 2021

Error Searching for Clients

Some food bank users are experiencing 500 ouch errors when trying to search for clients. This is an intermittent issue and if they try again, they get to the client’s profile without an issue.

Client Search

In Progress

 

Error Adding Users

Some food bank users are experiencing 500 ouch errors when trying to create a new user profile.

User Creation

In Progress

 

Barcode Scanning Freezing on Android

The scanning images freezes and the only way to close it is to minimize the browser and open it back up. This is only affecting Android devices.

Barcode Scanning

Closed

May 21, 2021

Semi-Restricted Users Cannot See Other Visits

CANADA ONLY:

For networks with the semi-restricted security scheme, if the user has access to more than one agency, they’re currently restricted to only seeing visits to the agency they’re logged into. This issue is not affecting users with the Network Administrator role.

Semi-Restricted Users

Closed

Apr 22, 2021

CSFP Inactive Reason

An additional CSFP Inactive reason has been added to the list.
It’s called “Opt Out”

CSFP Program

Closed

Apr 9, 2021

Assessment Export

This is currently unavailable on the live site

Assessment Feature

Closed

Mar 31, 2021

CSFP Income Guidelines

2021 CSFP Income Guidelines have been updated.

 

CSFP Program

Closed

Mar 14, 2021

New Program Type

A new program type called “Delivery” is now available for both pantry/food bank programs.

Programs

Closed

Mar 11, 2021

Merging Doesn’t Bring Over Email/Phone

When merging client profiles, the email address, phone number and barcode of the discarded client profile does not get pulled into the maintained profile.

Client Duplicates

Closed

Mar 12, 2021

Anonymous Visits

Error recording an anonymous visit

Anonymous Data Entry

Closed

Mar 11, 2021

Agency Settings

Issue enabling Online Maps and Address Autocomplete

Organization Profile

In Progress

 

Admin Changes Rollout in Canada

Some agencies have reported experiencing differences/issues with their appointment programs. They’re not all the same, so network administrators should submit a support ticket with details of the errors they’re having.

  • Enforced Caseloads

  • Cannot Add Appointment Availability to Agency

Appointments

In Progress

 

Users List

An export of all active and inactive users is now available. https://link2feed.atlassian.net/wiki/spaces/UserManual/pages/2260861073

Users

Closed

Feb 12, 2021

Reporting on Fortnight

When using the “Fortnight” option when running reports, the dates being used were incorrect. This has been resolved.

Reports

Closed

Jan 21, 2021

Organization Groups

Users were not able to see inactive organizations when creating organization groups. This has been resolved.

Reports

Closed

Jan 8, 2021

Backdated Double Distribution

The backdated double distribution feature was previously only available for programs using POS. Now backdated double distribution is available for CSFP and TEFAP programs and no longer require POS to use it.

CSFP & TEFAP

Closed

Dec 10, 2020

Issues with CNCT Clients Creating Profiles

Due to an ongoing outage with one of our service providers, clients are having trouble creating profiles and logging into CNCT.

US CNCT Clients

Closed

Nov 25, 2020

Visit Export - Misaligned Columns

Disclaimers were causing the export download to be misaligned with the columns they were supposed to be in. This has been resolved.

Exports

Closed

Nov 20, 2020

Client Notes Review Download

When downloading the client notes review, you can now see if the note was an alert, private or both.

Client Notes Review

Closed

Nov 20, 2020

Exports

Deactivated program types will now still appear when running an export. If at least one visit has been recorded on a deactivated program type, that program type will still appear as an option when running an export.

Exports

Closed

Nov 13, 2020

New Income Parent Type

A new income parent type has been added called "Commodity Ineligible". When used, any income type created with that parent type indicates that the client is not eligible for a commodity program (CSFP or TEFAP). This is used for a client self-declaration, when a client self-declares that they are not eligible.

Lists

Closed

Nov 6, 2020

Updated Emergency Response Program Types

To better distinguish the types of emergency programs you may be running, we have split up the program types into three options:

  • Emergency Type – Pantry

  • Emergency Type – Generic

  • Emergency Type – Bulk

Program Types

Closed

Sep 4, 2020

Network Consent

Network Consent is available where the consent disclaimer can be set at the network level. This only requires the client to sign once across the whole network. See https://link2feed.atlassian.net/wiki/spaces/UserManual/pages/692617234 for updated instructions.

Client Intake

Closed

Aug 7, 2020 

Setting to Enter Note for CSFP Suspended Status

When a client’s CSFP status has been set to “Suspended” Manually or automatically, when the user is on the CSFP tab, a pop up will appear allowing the user to enter a note for why the status was changed.

This is a setting and has not been enabled across all networks. Contact Link2Feed Support to enable this setting for you.

CSFP

Closed

Jul 13, 2020 

Automatic Appointment Status Change

a new setting has been created at the agency level to have a “Pending” appointment set to “Not Collected” after a pre-set the number of days . See How Do I Set Up the Automatic Appointment Status Change Feature?

Appointments

Closed

Jun 29, 2020 

Entering Date of Birth on Android Devices

When entering the date of birth on the search page or within a client’s profile, the underscores don’t disappear, but get pushed to the right of the numbers entered.

This is a known Google Chrome browser issue with Android devices. We anticipate this will be resolved in their next update.
This is not happening in Mozilla Firefox on Android device.

Intake users on Android (Tablet/Phone) devices

Closed

Jun 22, 2020

Report Descriptions

All sections in all reports have been updated with simplified, clearer and more specific definitions of what you’re reporting on.

  1.  

    • All reports will include a link at the top of the page to the following resources:

      • Report Basics: helpful tips on how certain sections are reported on (e.g. unique/duplicated, aggregated/non-aggregated)

      • Report Definitions: the definitions of the terms being used in the report descriptions (e.g. client, household, individuals)

  2.  

    • All report user manual pages will also include all definitions of all sections in that report.

Reports

Closed

Jun 15, 2020 

Time Series Report

Reporting on the Quantity in the Time Series Report is consistently generating totals of 0

Reporters

Closed



Fixed Spelling Error

A spelling error for the consent esignature heading for "Consent eSignature Allowed Styles" was fixed

Administrators

Closed

Jun 5, 2020 

Updated Verbiage Creating New Clients

When adding a new client, there's a yellow banner that appears to explain to the client that they need to complete all tabs. The verbiage has been updated for clarification to say:

New client records will be removed in 72 hours if not completed. Complete this record by completing all numbered tabs.

Client Intake Users

Closed

Jun 4, 2020 

School Pantry Education Field

If tracking a school pantry program, a new field is available for users to track a dropdown list of the specific grade the individual is in. Grades can be entered by Network Administrators in the Administration<Lists section.

School Pantry Users

Closed

Jun 1, 2020 

Download CSV for Statistics Report

When running a Statistics Report, you can now download the whole report into an XSLX file that can be opened in Excel. Each report section will be a separate tab

Reporters

Closed

Jun 1, 2020 

Clarifying Commodity Program Labels

To ensure consistency across all programs, TEFAP and CSFP program buttons will be formatted in the following ways:

  • If ineligible: button is grey and has "Ineligible" label

    • if TEFAP by income is OFF: button is blue and has"Ineligible" label

  • If needing CSFP /TEFAP recertification: button is grey and has "Ineligible" label

  • (!!!!): if already visited, including pending CSFP visit

CSFP & TEFAP Intake Users

Closed

Jun 1, 2020 

CSFP Delivery Routes

Automatic CSFP Delivery Routes are now available. It's the same as Automatic CSFP Attendance Groups, but using the delivery routes feature

Delivery Route

Closed

May 14, 2020 

Route Optimization for Delivery Routes

When using the Delivery Route Feature, there's now an option to optimize the list with Google Maps' help of the best route. How Do I Optimize a Delivery Route?

Delivery Route

Closed

Apr 30, 2020 

Collected Appointments with Signatures

When backdating collected appointments, the system wouldn't update the signature date to the backdated date. This has been resolved. 

Appointment Users

Closed

Apr 24, 2020 

Error Signing WTA Agreement 

Users were having issues when attempting to sign the Working Together Agreement in the system. This has been resolved.

Salvation Army Users using POH

Closed 

Apr 17, 2020 

CSFP Status: Include Full Calendar Months

When using any of the automatic status changes in Link2Feed, it the overnight task will not automatically change any statuses until the end of that month.

For example: a client visits on the 1st of January, and then their status changes to Suspended on the 8th of March. However, the client is not suspended by the program rules until the whole calendar month of March has been completed.

The status will update on the first of the following month (e.g.- the client above would have their status update overnight between March 31st and April 1st.)

CSFP users

Closed

Apr 10, 2020 

Visit Export

New options have been added to the Visit Export feature:

Main Client

  • Employment

TEFAP Details

  • Add a Proof of ID

  • Move Proxy Name and Phone number after Proxy Address

Visit Information

  • Add "Other Food Items Supplied" (the text written in the "Provide details of other Food Items supplied on this visit" of the visit page

  • Add "Other Non-Food Items Supplied" (the text written in the "Provide details of the other Non-Food items supplied on this visit" of the visit page

  • Add Referrals Integration main category

  • Add Referrals Integration subcategory

  • Add Referrals Integration referral chosen

Household

  • Add Total Monthly Net Income column

  • Employment

Exports

Closed

Apr 10, 2020 

Survey: Splitting up Visit and Survey Data

Survey responses will no longer require a visit to be counted in reports or exports. Demographic details and a date will still be linked to the survey response to be able to run reports and exports on. 

Survey Feature

Closed

Apr 10, 2020 

Anonymous Visit Notes

Notes can now be added when recording an anonymous visit. Those notes can then be visible in the Client Notes Review and Visit Export.

Anonymous users

Closed

Apr 10, 2020 

New Program Type

A new program type called “Emergency Response” is now available for both pantry and generic programs.

Programs

Closed

Apr 10, 2020 

Pre-Typed Signature Type

A new option called “Pre-Typed” is now available for CSFP and TEFAP visit signature types.

TEFAP & CSFP visit signatures

Closed



Verbal Consent Signature Type

 A new option called “Verbal Consent” is now available for consent and visit signature types.

Consent, Visit signatures

Closed

Apr 10, 2020 

Generic Program Report

Users are having issues running this report by city, county or organization tag.

Reporters

Closed

May 1, 2020 

Typed Signature

The cursive visual for "Typed Signature" option isn't appearing

eSignature Users

Closed

Apr 10, 2020 

Consent Signature

"Verbal Consent" is now a new option when tracking consent signature options

Client Consent

Closed

Apr 5, 2020 

TEFAP Income Guidelines

Michigan has updated their TEFAP income guidelines until further notice.

Michigan

TEFAP program

Closed

Apr 3, 2020 

TEFAP Income Guidelines

Oklahoma has updated their TEFAP income guidelines until further notice.

Oklahoma

TEFAP program

Closed

Apr 3, 2020 

TEFAP Income Guidelines

Illinois has updated their TEFAP income guidelines until further notice.

Illinois

TEFAP program

Closed

Mar 27, 2020 

"New vs. Existing" Report Sections

When running a report on one agency and selecting any of the “New vs. Existing” options, the system will consider the client to be “new” only based on visits to that one agency being reported on.

If the client has already visited that agency during the time period being reported on, they will be counted as “Existing” in that report. If the client hadn’t necessarily visited that same agency before, they will be counted as “New”.

Reporters

Closed

Mar 27, 2020 

Additional SSO List Columns

The following columns have been added to the Social Service Follow Ups List: Date of Birth, County, Status Change Date, Last Updated, Application Date (Start and End)

SNAP Users

Closed

Mar 27, 2020 

TEFAP Double Distribution

We've created a Double Distribution setting that will allow you to save a visit for both today's date and the same date next month.

TEFAP Users

Closed

Mar 27, 2020 

Generic Program Report

Stats are not showing for bulk programs

Bulk Program Users

Closed

Mar 27, 2020 

CSFP Client List

"All" option wasn't listing all the clients from all the sites the user had access to. This has been resolved.

CSFP Users

Closed

Mar 13, 2020 

Quick Click

Users were unable to delete Quick Click visits from the dashboard page. This has been resolved.

Quick Click Users

Closed

Mar 6, 2020 

Social Service Follow Ups List

"SSO Program" was added as a filter and column (if not using this setting, it will not show on your list). 

SNAP Users

Closed

Mar 3, 2020 

Recording Multiple Visits

The system is allowing users to record more than one visit on the same day.

Client Intake Users

Closed

Feb 28, 2020 

Provisions

Deactivated appear reactivated for certain programs

Programs with Provisions

Closed

Feb 26, 2020 

Dashboard Stats

The reports on the dashboard were generating an error. This has been resolved.

Dashboard Stats Users

Closed

Feb 26, 2020 

CSFP Kit Issuance List

If the user does not have a valid certification/recertification date, the "Next Recertification" column will read "Not Certified".

CSFP Users

Closed

Feb 24, 2020 

CSFP Tab

If a client does not meet the eligibility requirements for age or income when landing on the CSFP tab, the fields on that tab will be greyed out. The user will not be able to change the status unless the client meets age/income requirements.

CSFP Users

Closed

Feb 24, 2020 

CSFP Automatic Attendance List

Clients with the CSFP status set to "Denied", "Inactive", “None” or "Closed" will no longer appear on the CSFP automatic attendance list.

CSFP Users

Closed

Feb 24, 2020 

Client Intake

Users would have issues saving changes after removing an income source on the Monthly Income Tab. This has been resolved. 

Client Intake Users

Closed

Feb 19, 2020 

Client Intake

Food banks with Network Programs set up were experiencing issues with recording a visit on the same day, but at a different agency. This has been resolved. 

Client Intake Users

Closed

Feb 19, 2020 

Appointments

Users would experience an error editing an appointment if it had been created in the individual's previous household and brought along into their current household. This has been resolved. 

Appointment Users

Closed

Feb 19, 2020 

Monitoring Report

Depending on the timezone set in an organization's profile, the backdated section of the Monitoring Report would be incorrect because of a misconfiguration.

Reporters

Closed

Feb 19, 2020 

Time Zone Issues Recording Visits

Some visit times would be off by hours. This has been resolved.

Client Intake Users

Closed

Feb 12, 2020 

Signature Date Not  Updating (Appointment Related)

When users backdated appointments, the visit signature date would be the current date while the visit date would be the backdated date. The visit signature date will now match the visit date selected

Appointment Users

Closed

Feb 12, 2020 

Leave Page Message Pops Up When Attempting to Record Visit

When trying to click on a program button on the Services page, a pop-up occurred asking the user if they're sure they wanted to leave the page. This has been resolved.

Client Intake Users

Closed

Feb 6, 2020 

Updating Notes on Notes Tab

Users were having errors when trying to edit a note written in the client's previous household. This has been resolved. 

Client Intake Users

Closed

Feb 6, 2020 

Submitting Support Tickets

Regional users can now submit support tickets

Regional Users

Closed

Jan 31, 2020 

Barcode Scanning Icon

If using the Barcode Scanning feature, the "Show Barcode" icon will only appear beside the client's ID number once "Barcode" has been selected as an option

Client Intake Users

Closed

Jan 10, 2020 

Lists - Grid to Dropdown List

If tracking "Referred By" on the Personal tab of a client's profile, if there are more than 16 options, the grid will turn into a dropdown list.

Client Intake Users

Closed

Jan 10, 2020 

Organization Download

A download button has been added under Administration-Organizations for users to download a list of their accesible organizations into Excel.

Administration

Closed

Nov 22, 2019 

Portal Announcements

All urgent portal announcements posted in the system will automatically send an email to users that have the Network Administrator role

Network Administrators

Closed

Nov 8, 2019 

Provisions in Visit Export

If a food bank has framework/shared program(s) and has provisions (Foods & Items/Services provided) associated with them, those selected provisions are not appearing in the export

  • Framework Programs

A framework program is usually listed under "Shared Programs" on the Programs tab of a user's profile

Closed

Nov 6, 2019 

Additions to Visit Export

All fields listed on the School Pantry tab can now be exported in the visit export.

  • Visit Export

  • School Pantry Program

Closed

Nov 1, 2019 

Show Signatory if No Proxy

When recording a visit that requires an eSignature, a "Signatory" dropdown list will always occur, regardless of if there aren't any proxies in that client's profile.

  • TEFAP Program

  • CSFP Program

Closed

Nov 1, 2019 

Show Visits from Deactivated Program

When deactivating a program, all visits from that deactivated will now still be visible on the Services page in client profiles.

  • All Programs

Closed

Nov 1, 2019 



If an issue you or your site(s) are experiencing is not listed, please submit a support ticket and one of our representatives will be able to help you.