Reporting Delivery Issues: What We Need to Fix the Problem

    Audience:

    All Staff

    Purpose:

    To ensure IT can solve your issue quickly by providing the necessary technical evidence.

    "It's not working" is not enough

    We process hundreds of emails daily. To find your specific missing email, we need "coordinates."

    When sending a support request regarding email issues, please copy and paste this template:

    Subject: Email Delivery Issue - [Clinic Name]

    1. Time of Submission: (e.g., Today at 14:30)

    2. Patient Email Used: (e.g., jens.hansen@example.com)

    3. The Problem:

      • [ ] Did the patient get an error message on the screen? (If so, what did it say?)

      • [ ] Did the website say "Success," but the email never arrived?

    4. Staff Email: Which internal email address was supposed to receive this notification?

    Why do we need the Patient Email? We use the patient's email address as a "Tracking ID" in our server logs. Without it, we cannot trace where the message stopped.

    Published