Troubleshooting User Alert Notifications

The Alert Troubleshooting page allows admins to see all notifications for a particular user, facilitating troubleshooting by enabling admins to ensure that the necessary notifications are being received the user.

Prerequisite: You must have the 'Admin - AlertsA warning that is sent out in the form of an email and/or an in-system alert notification under defined circumstances (e.g. an abnormally high number of complaints or incidents are reported, a high severity incident occurs, or when a file is ignored for a given period of time). Alerts are created by your administrator and are triggered at defined intervals (e.g. daily, weekly, monthly).' function enabled for your role.

To troubleshoot user alert notifications:

1. Click the Logged in as menu and click Admin Center (not shown).
2. Click the Alert Troubleshooting link (not shown). The Alert Troubleshooting page is displayed.
3. On the Alert Troubleshooting page, use the drop-down filters to view alerts by Date Range, User Name, File Name, and Alert Name. Note: Click Clear Filters to restore all filters to default selections.
4. Click View Results. All alert notifications matching the search criteria are displayed in the Notifications tab. By default, alert notifications are sorted by notification date but you can click on a heading to change the sort order.
5. Review the alert notification list:
   1. Email Sent column shows when an alert email has been delivered successfully ("Yes"), has failed to be delivered (“No (failed) because emails were created but never got sent out or when an alert email has the blocked status (No (blocked) in the database because the email was generated but not sent out for cloud environments but suppressed because the email or domain is blacklisted. You can click on the Email Sent status to display the full contents of the email. Click the More Details link to show alert and schedule information. You can also Delete or Snooze/Unsnooze the alert using the options provided in the Notifications Details dialog.
   2. In System Notification column shows the delivery status of the in system notification. The status may display "Yes (Acknowledged)" if it has been acknowledged or "Yes" if sent but not acknowledged. Click the status link to display the contents of the in-system alert message. Note: The Notification Details dialog is the same for sent emails and in-system notifications but in-system notifications also have the added options to "Acknowledge".
   3. Count of FilesThe electronic record created when a user submits an incident report, such as a fall or medication error, or when a patient provides feedback. Some organizations refer to files as events, reports, or cases. column shows the number of files associated with the alert notification. You can see the specific files when you click on the status link in the Email Sent or In System Notifications columns. If you click on a file link, the management form opens in a new browser window.
6. Click View Audit Log if you want to view audit log events related to the search criteria.
7. Note: If scope details were changed using the Expression Editor, a before and after of the updated expression will appear, which allows you to see which details have changed.