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.

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Latest Updates
Extension of waiver for non-NZePS signature exempt prescriptions - NZ
Posted by Sinclair Hughes on 16 June 2021 11:39 AM

Incisive have recently received advice from the New Zealand Ministry of Health that the waiver for non-NZePS signature exempt prescriptions has been extended through to September 20th 2021.  The Ministry advise that they will publish this information on their website shortly.  You can contact their helpdesk at 

This means that you are permitted to email prescriptions to pharmacies if

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SMS Replies
Posted by Jane Hughes on 10 June 2021 08:22 AM

Some clients have experienced issues with replies not being received.  This only affected those clients using SMS Provider 1 for their SMS Messages (Setup - Provider - SMS Messaging).

The service provider made changes on the evening of 6/6/2021 that impacted on the date format of the replies and the automated scheduled task was unable to process incoming replies which were subsequently lost.  The supplier has subsequently applied a hotfix to their production environment late

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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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