NEW ELIGIBILITY SYSTEM KNOWN ISSUES

CONTENTS:

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Application Case...................................................................................................................................................................... 2
Case Number Displays As ******** ............................................................................................................................... 2
Unable to Authorize ........................................................................................................................................................ 2
Basis of Eligibility ..................................................................................................................................................................... 2
Children Age 19-20.......................................................................................................................................................... 2
Case Closing ............................................................................................................................................................................ 2
Case Ownership ...................................................................................................................................................................... 2
Changing Case Ownership to a Case Banking Work Queue............................................................................................ 2
Case Transfer........................................................................................................................................................................... 2
Transferring a Case Between Counties ........................................................................................................................... 2
Errors ....................................................................................................................................................................................... 3
An Application Error Has Occurred, Please Start Again!!! .............................................................................................. 3
Cannot Apply Changes Due to Milestone Cannot be Before 01/01/14 .......................................................................... 3
The MNSure System Cannot Find the Resource You Are Requesting (404 HTTP Error)................................................. 3
Unexpected Exception and Cannot Fulfill Your Request (500 HTTP Error) .................................................................... 3
Unhandled Server Exception Occurred. Contact Administrator. .................................................................................... 4
Eligibility Results ..................................................................................................................................................................... 4
Evidence .................................................................................................................................................................................. 4
Integrated Case Without Evidence ................................................................................................................................. 4
Integrated Case ....................................................................................................................................................................... 4
Case Number Displays As ******** ............................................................................................................................... 4
Closed Integrated Case ................................................................................................................................................... 4
Income .................................................................................................................................................................................... 4
Income ............................................................................................................................................................................ 4
Semi-Monthly Income..................................................................................................................................................... 4
MMIS Interface ....................................................................................................................................................................... 5
MMIS Information is Incorrect........................................................................................................................................ 5
No Eligibility Displayed in MMIS ..................................................................................................................................... 5
MSA Recipients ....................................................................................................................................................................... 5
Notices .................................................................................................................................................................................... 5
Required Verifications Not Listed on Notice................................................................................................................... 5
Product Delivery Case ............................................................................................................................................................. 5
Product Delivery Case Does Not Exist ............................................................................................................................. 5
Search...................................................................................................................................................................................... 6
Case Search by Application Date .................................................................................................................................... 6
Verifications ............................................................................................................................................................................ 6
Cases Pending for Verification ........................................................................................................................................ 6
Document History ................................................................................................................................................................... 7

If you are unable to obtain correct Health Care eligibility results and the situation is not included on this list,
please contact the MMIS User Services Help Desk.
Page 1 of 7
Last Update 04/08/2014

NEW ELIGIBILITY SYSTEM KNOWN ISSUES
APPLICATION CASE
CASE NUMBER DISPLAYS AS ********
A case number may display as ******** due to a security issue. Contact the MMIS User Services Help Desk with
the applicant’s full name. They will attempt to resolve the issue.
UNABLE TO AUTHORIZE
If unable to authorize an application case, determine if there are duplicate people on the case. If there are
duplicates, contact the client to verify the correct identifying information (full name, date of birth, SSN, etc.) for
the duplicated member(s). Contact the MMIS User Services Help Desk for further assistance.
(JIRA 2188)

BASIS OF ELIGIBILITY
CHILDREN AGE 19-20
Children age 19-20 are being identified in the ‘Adults’ category on the Streamlined Medicaid eligibility
determination. Display the basis of eligibility category by clicking the Coverage Period on the Determinations
tab of the Streamlined Medicaid Product Delivery Case. Contact MMIS User Services Help Desk to have these
children correctly identified in MMIS. There is not currently a process for changing the display in MNSure.
(JIRA 2348)

CASE CLOSING
Medical Assistance and MinnesotaCare cases cannot be closed at this time. For MinnesotaCare, the system may
begin closing clients for non-payment of premiums beginning May 2014. Advise enrollees who want MinnesotaCare
closed that they should not pay premiums for the months they do not want coverage.
(JIRA 2527)

CASE OWNERSHIP
CHANGING CASE OWNERSHIP TO A CASE BANKING WORK QUEUE
There is an issue of “bounce back” when an agency (county, tribal and MinnesotaCare Operations staff)
attempts to change ownership of an integrated case and product delivery case from the servicing agency queue
to a case banking queue. If this occurs, verify that the Integrated Case is transferred first. The Product Delivery
Case should not be transferred before the Integrated Case.
If that does not resolve the issue, change ownership of both cases to an individual in the agency. Then, change
the ownership to the case-banking queue.
CASE TRANSFER
TRANSFERRING A CASE BETWEEN COUNTIES
The Transfer Wizard used for transferring cases between counties is not working at this time. The MMIS User
Services Help Desk cannot resolve this issue. There is currently no system functionality to transfer cases
between counties. Please track these cases until further notice.

Page 2 of 7
Last Update 04/08/2014

NEW ELIGIBILITY SYSTEM KNOWN ISSUES
ERRORS
AN APPLICATION ERROR HAS OCCURRED, PLEASE START AGAIN!!!
If an applicant/enrollee receives this error using the Client Portal, advise the client to call the MNSure Contact
Center technical help line (1-855-366-7873, option 6).
(JIRA 2519)

CANNOT APPLY CHANGES DUE TO MILESTONE CANNOT BE BEFORE 01/01/14
Agency staff does not have authorization to update evidence on the Integrated Case at this time. Do not Apply
Changes on any Integrated Case. Please continue to track change in circumstances reported by clients.
(JIRA 2526)

THE MNSURE SYSTEM CANNOT FIND THE RESOURCE YOU ARE REQUESTING (404 HTTP ERROR)
If this error appears in the Case Worker Portal, clear the browser history or cache as follows:
Mozilla Firefox users:
1. Select ‘History’ from the toolbar.
2. Select ‘Clear Recent History’
3. In the ‘Clear All History’ window, verify that ‘Cookies’ and ‘Cache’ are checked in the ‘Details’
section.
4. Click the ‘Clear Now’ button.
Google Chrome users:
1. Click on the ‘customize’ button in the upper right corner of the browser:

2. Select ‘history’ from the drop-down menu
3. Select ‘clear browsing data…’
4. Select ‘the beginning of time’ after ‘obliterate the following from:’
5. Make sure cookies, browsing history, download history, and cached items are selected.
6. Click on ‘clear browsing data’ button.
Internet Explorer (ver. 9) users:
1. Select ‘tools’ from the tool bar and click on ‘delete browsing history’.
2. Make sure cookies, temporary internet files and history are selected.
3. Click the ‘delete’ button
If an applicant/enrollee receives this error using the Client Portal, refer them to the Internal Server Error issue
on the MNSure Tips and Troubleshooting document (https://www.mnsure.org/images/MarchEnroll-AccountCreation-Plan-Enrollment-Tips.pdf) on the website. If this does not resolve the error, advise the client to call the
MNSure Contact Center technical help line (1-855-366-7873, option 6).
(JIRA 2535)

UNEXPECTED EXCEPTION AND CANNOT FULFILL YOUR REQUEST (500 HTTP ERROR)
This error indicates the system is not available. Check Announcements or the System Availability indicator on
SIR for information about availability. The MMIS User Services Help Desk will change the indicator on SIR once
the outage has been reported.
(JIRA 1682)

Page 3 of 7
Last Update 04/08/2014

NEW ELIGIBILITY SYSTEM KNOWN ISSUES
UNHANDLED SERVER EXCEPTION OCCURRED. CONTACT ADMINISTRATOR.
If this error is generated when authorizing an Application Case from the Evidence tab, close the error window.
Verify from the Related Cases tab that the Integrated Case and Product Delivery Case were created. The error
can be ignored in if the cases were created.
(JIRA 2441)

ELIGIBILITY RESULTS
If the result generated by the online client portal does not match the result displayed in the caseworker portal,
inform the client that the online result is a screening only. The results generated in the caseworker portal are the
final determination. Verify relevant evidence (income, tax filing status, household membership, etc.) with the
client. If the final determination correctly reflects the information provided, and the client believes the result is
incorrect, advise the client to appeal the decision.
(JIRA 2090)

EVIDENCE
INTEGRATED CASE WITHOUT EVIDENCE
Review case notes if an Integrated Case exists, but there is no supporting evidence. Cases in the ‘stuck cases’
project have been identified in case notes. DHS is working on fixing these cases. They do not need to be
reported. If the case has not been identified as a ‘stuck case’, please contact the MMIS User Services Help Desk.
(JIRA 2498)

INTEGRATED CASE
CASE NUMBER DISPLAYS AS ********
A case number may display as ******** due to a security issue. Contact the MMIS User Services Help Desk with
the enrollee’s full name. They will attempt to resolve the issue.
CLOSED INTEGRATED CASE
If an Integrated Case is closed and there is no related pending Application Case, please contact the MMIS User
Services Help Desk. These cases must be handled properly to avoid duplicating data.
INCOME
INCOME
The Income or Income Details evidence screens may display unusually large, incorrect amount due to a system
defect. Contact the client to determine the correct income amount. Then, contact the MMIS User Services Help
Desk to have the amount corrected.
(JIRA 2293/2503)

SEMI-MONTHLY INCOME
Income entered as received semi-monthly is not calculating correctly. If income has been entered as semimonthly, contact the MMIS User Services Help Desk to have it changed.

Page 4 of 7
Last Update 04/08/2014

NEW ELIGIBILITY SYSTEM KNOWN ISSUES
MMIS INTERFACE
MMIS INFORMATION IS INCORRECT
If the data in MMIS is incorrect, please verify that the data in MNSure is correct. This may include contacting the
client to verify information. Contact the MMIS User Services Help Desk to have data updated.
Incorrect data may include (but is not limited to):
• Incorrect eligibility begin or end dates in MMIS
• Incorrect program in MMIS
• Incorrect household membership
• Household members missing from MMIS
NO ELIGIBILITY DISPLAYED IN MMIS
If a person is eligible in MNSure but there is no MMIS span, verify that the person has MA or MinnesotaCare
eligibility in MNSure. Enrollees only enrolled in Qualified Health Plans (APTC/Unassisted QHP) will not have
eligibility reflected in MMIS. Enrollees in MinnesotaCare will not have an eligibility span in MMIS until the initial
premium is paid. If MA eligibility is not appearing in MMIS after 24 hours, contact the MMIS User Services Help
Desk.
MSA RECIPIENTS
Applicants/enrollees receiving MSA are automatically eligible for MA. The new eligibility system was programmed
to deny Streamlined Medicaid to people who report they are receiving MSA. Verify in MAXIS whether the person is
receiving MSA.
If the person is receiving MSA, follow existing processes to determine health care eligibility in MAXIS. Authorize
ineligible results in the new eligibility system.
If the person is not receiving MSA, contact the MMIS User Services Help Desk.
(JIRA 2197)

NOTICES
REQUIRED VERIFICATIONS NOT LISTED ON NOTICE
In some situations, required verifications are not listed on the notice. Identify which verifications are required
for a determination. Inform the client of what is needed.
(JIRA 2093)

PRODUCT DELIVERY CASE
PRODUCT DELIVERY CASE DOES NOT EXIST
Review case notes if an Integrated Case exists, but there is no Product Delivery Case. Cases in the ‘stuck cases’
project have been identified in case notes. DHS is working on fixing these cases. They do not need to be
reported. If the case has not been identified as a ‘stuck case’, please contact the MMIS User Services Help Desk.
(JIRA 1913)

Page 5 of 7
Last Update 04/08/2014

NEW ELIGIBILITY SYSTEM KNOWN ISSUES
SEARCH
CASE SEARCH BY APPLICATION DATE
Case Search by start date is not currently functioning. Search for cases using information other than start date
or application date.
(JIRA 2443)

VERIFICATIONS
CASES PENDING FOR VERIFICATION
For applications received prior to 3/1/2014. MNSure is incorrectly pending eligibility for adults who qualify for
non-Medicaid programs. This is occurring when there are children in the household, even if the children are not
applying for Insurance Affordability Programs. There are no mandatory verifications for MinnesotaCare, APTC or
Unassisted QHP.
Worker Action: Clear verifications. Authorize the application for MinnesotaCare, APTC or QHP Unassisted as
appropriate.
(JIRA 2181)

Page 6 of 7
Last Update 04/08/2014

NEW ELIGIBILITY SYSTEM KNOWN ISSUES
DOCUMENT HISTORY
Date
04/09/2014

Topic

Action
Posted to SIR

BA
JRW
RR

Reason
Agency request

Page 7 of 7
Last Update 04/08/2014

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