Incisive Helpdesk
Use the Incisive Helpdesk to request assistance, report a problem, read recent news and look for information in the Knowledgebase to allow you to best use the Incisive application.

Register or Login to access the advanced options and also to send a request for assistance then view your submitted support tickets.

Latest Updates
Health Fund change - Frank
Posted by Jane Hughes on 04 May 2021 10:06 AM

From 1 May 2021, Frank will no longer provide Frank’s Gap Cover and will instead pay inpatient medical benefits in line with the Australian Health Service Alliance’s Access Gap Cover scheme.

If your Practice is already registered with AHSA’s AGC scheme, you do not need to register again for Frank.  Simply start claiming on behalf of Frank members for any AGC claims with a date of service on or after 1 May 2021. Please continue to use the ECLIPSE Fund ID

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Unable to send some emails via Microsoft365 (Office365)
Posted by Sinclair Hughes on 05 March 2021 01:31 PM

On Tuesday this week Microsoft put out an urgent security bulletin  informing of a serious threat to Exchange Server.  Recent changes made to their Exchange Online (Office365) service has caused some emails not able to be sent from SPM or PHM if you are using the SMTP Relay option.  The error is likely to appear as “Authentication failed because the remote party has closed the transport stream”.

Emails can be sent through Office365 email servers using

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Microsoft urgent security notice for Exchange Server
Posted by Sinclair Hughes on 03 March 2021 04:18 PM

Microsoft has released an urgent update for Exchange Server in response to servers being actively attacked by a sophisticated threat actor. Organisations running Microsoft Exchange servers, particularly those directly exposed to the internet, are urged to patch these servers immediately. Exchange Online is not affected.

Use the following link for further information 

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Emails being rejected
Posted by Sinclair Hughes on 01 March 2021 01:49 PM

If you are experiencing some of your emails being rejected by the receiving email server it is probable that you have not elevated your send-email settings to use the TLS security protocol which will encrypt your out-going emails.  Many email servers will reject emails that are not encrypted.

See our article on how to enable the TLS protocol.

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Changes to the Privacy Act 2020 - updating your registration form - NZ
Posted by Sinclair Hughes on 27 November 2020 04:12 PM

Changes to Privacy Act 2020

Changes to the Privacy Act 2020 in New Zealand are due to come in force on the 1st December.

The Office of the Privacy Commissioner has published a update to the Health Information Privacy Code 2020 which is available from

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Secure messaging to be available in the inTOUCH application.
Posted by Sinclair Hughes on 25 November 2020 08:56 AM

Following on from the inclusion of the Secure Messaging function in Specialist Practice Manager, Incisive also announce the imminent release of new capability in the 'inTOUCH' application, for Australian clients, which provides functions that are part of the Secure Messaging initiative of the Australian Digital Health Agency (ADHA).

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