Issue

When an attempt is made to send a Healthlink message, the message does not reach the recipient and the message is saved in the Failed folder.

Reason

The most likely cause is that the created message has failed due to the recipient EDI being incorrect.

Solution


Investigate why the message failed to be processed

1. Go to the Healthlink tab>> Messages tab >> Click on the Failed folder >> Click on Get Data >> Click on the button next to the failed message.


2. In the message's details window, click on the View Status button at the bottom left corner to see the reason for failure in the Error Message. Click on OK to close the window. The Error Message below indicates that the message failed to be delivered due to an invalid EDI, as seen in the received by EDI Line

 

Replace the invalid EDI

Now that it has been identified why the message failed to be sent, it is necessary to remove the incorrect EDI from that Clinic/Referrer and replace it with the correct EDI by the following steps:

1. Find the correct EDI for the Clinic/Referrer by either contacting the Clinic/Referrer directly, or by downloading the Healthlink EDI Guide.

2. Click on the button next to the Clinic/Referrer.


3. Go to the Referrer Details tab >> Enter the correct EDI for the Clinic/Referrer. >> Click on Save.


4. Now that the Clinic/Referrer's EDI has been correctly configured, the message must be recreated and sent again. This time, the message should appeared in the Successful folder.