Account Balance Bug

[drtech]

After upgrading from 20.2 to 22.3 a month or two ago, we received some calls from patients who got bills who had not been in for years and now have a balance showing (and therefore a bill was generated) but if you look at the running totals and the individual patient calculations, they do not add up. So, somewhere in between those versions something must have changed. This only effects a handful of accounts, but seems to be a serious issue. I have two accounts that I know of where this is happening. One is show below.

See the image below. The running balance and family balance shows a balance of $0.00 since 2011 and the pt has not been back to the office. After updating, the Total and Estimated balance shows $345.40, which is wrong and generated a statement.

I calculated everything by hand: all charges and credits and the balance should be $0 like the pt balances and running balance shows, however the totals and statements still show she owes us the $345.40, which is wrong.

No plugins or special options enabled and no code modifications. Running 23.3.56 compiled.

[allends]

It would be difficult to troubleshoot this issue in this medium.
Our support staff would be able to help investigate this issue to find the underlying cause. I recommend give us a support call.
https://www.opendental.com/contact.html

[drtech]

I am not on normal support, I have compiled and contributed to OD for 17 years. Something must have changed between version 20.1 and version 20.3 on the backend calculations or conversion script that is throwing this off on a few accounts. I am not running any plugins or customizations other than direct compiled coded at this time. Probably important to investigate as this probably will affect others as well. Thanks.

[drtech]

After a call back from support with some pointers, I think we found the problem:

Here is the second account where it is happening and is a little simpler to diagnose than the first example


The problem seems to to stem from a treatment planned procedure with an insurance payment attached to it. Not sure how this happened? But in between these versions the logic must have changed how it calculated this type of rare situation.
They both add up to $102.80.


Next question, how did we get a payment attached to a tx planned procedure and is there any way to fix it besides putting in this adjustment? The individual family balance numbers and running balance now are both incorrect when I put this adjustment in...

[jsalmon]

...Something must have changed between version 20.1 and version 20.3 on the backend calculations or conversion script that is throwing this off on a few accounts.

The change was "Account Module, NotReceived claim procedures associated to treatment planned procedures were impacting the estimated balance." from v22.2.55 and v22.3.27.
https://opendentalsoft.com:1943/ODBugTr ... sions.aspx

I'm not sure how a TP procedure got associated to a claim and then had insurance payment associated to the claimprocs for said TP procedure. The main place to make claims within our program is the Account module which only shows completed procedures. I'm also not sure what would be your best avenue to correct this error. I agree with Allen when he suggests asking our support technicians for help on such matters.

There is a Database Maintenance method called "ProcedurelogTpAttachedToClaim" that can provide a "Break Down" of all patients that have this issue and need manual intervention.
https://www.opendental.com/manual/datab ... nance.html

[jordansparks]

There's an undocumented pref called FuchsOptionsOn, which I believe you added a very long time ago. You are the only user who has that pref turned on. We've been gradually stripping those out as we run across them (sorry). So there is also a slight chance that there is some mixed behavior going on. I would recommend turning off that flag so that you have standard behavior.

[drtech]

Thanks Jordan, FuchsOptionsOn has been set to 0 (off) for me for a while now in our office so I could make sure it didn't effect it, and it doesn't make a difference in this case.

Would like some ideas on how ins payments were added to tx planned procedures and what we can do to correct the issue at this point since the program won't allow us to change them once the payments are connected.