If you believe an email is not generating out of the ClickClaims CMS application and should, there are a few troubleshooting steps you can take on your own internally to help identify the cause of the issue.

E-Claim has found that most, but not all, reported issues involving emails originate from problems outside of ClickClaims. We highly recommend you first perform the standard troubleshooting steps outlined below as a service charge may apply if a ClickClaims support representative investigates the issue and it is found to be an issue outside of the ClickClaims CMS application.  

1. Is the email activity captured on the claim's "Notes" tab?
   • The activity of emails generated at the claim level is captured on the "Notes" claim tab under the "Company User", "Client", or "System" note type (depending on how the email is generated) and the "Email" note sub-type.  To confirm whether or not the email generated from ClickClaims, navigate into the "Notes" tab of the claim in question and check if the activity is captured as a note record.  
     • If it is, the system is behaving as designed and you'll need to investigate why the recipient's email server did not successfully deliver the email.
     • If it is not, please continue to the next troubleshooting step.

Figure 1: "Notes" tab

2. Was the email's trigger point met?

• All emails generated out of ClickClaims are dependent upon a particular action occurring.  Manually generated emails (such as generic emails, emailed documents, emailed notes, etc.) require the user to utilize one of the manual email options.  Automated emails require a predefined trigger point to occur within the claim.  If that trigger point is not met, the email will not generate.  If you are unsure as to the trigger point of a particular email, a user associated to the "Owner" or "Administrator" user role can navigate to the "Manage System Emails" page in CMS from the "Tools" menu bar button and review the details of the email template affiliated with the email in question. 
  • If the trigger point was not met, the system is behaving as intended.
  • If the trigger point was met, please proceed to the next step.

3. Is the email template active?

• All emails triggered out of ClickClaims, whether triggered manually or automatically, are affiliated with an email template and that template must be active to generate the email.  A user associated to the "Owner" or "Administrator" user role can navigate to the "Manage System Emails" page in CMS from the "Tools" menu bar button and should confirm that the template affiliated with the email in question is active.
  • If the template is not active, the system is behaving as intended.  An authorized user may edit the template and mark it as "active" from the "Attributes" tab for future email generation.
    • Please note that if a template is flagged as "active" after the email in question was triggered, the email will not generate retroactively.  Email's will only generate for that template go forward.
  • If the template was active when the email should have generated, please continue to the next step.

Figure 2: Manage System Emails page

4. Is the recipients' email address accurate in their ClickClaims CMS user account and/or in the email template?

• The default recipient(s) of emails that automatically or manually trigger out of ClickClaims are/can be configured within the affiliated email template.  If the recipient's email address is not correct in the template - or in their user profile record (if the template is configured with a user role as opposed to an actual email address - they will fail to receive the email.  A user associated to the "Owner" or "Administrator" user role can navigate to the "Manage System Emails" page in CMS from the "Tools" menu bar button and should confirm that the recipient(s) configured within the applicable email template are accurate on the "Attributes" tab.  Or, if the template is configured with a user role as a recipient, a user associated to the "Owner", "Administrator", or "Human Resources" user role should confirm the address in the "Primary Email Address" field of their ClickClaims user account.
  • If the email address of one or more recipients is not accurate, correct the address and retrigger the email.
  • If the email address is accurate, please proceed to the next step.
• An additional and often helpful troubleshooting step is to edit the email template in question and add an external, working email address (such a Gmail or Hotmail email account email) in the "CC Email" field of the template's "Attributes" tab and then, retrigger the email to see if it is successfully received by that email address.
  • If the email is received by the new recipient, the system is behaving as designed and it's a good indication that the issue lies with the other recipient(s).  You'll need to get with the recipient(s) internally to determine why their email server isn't successfully delivering the email(s).
  • If the email is not received by the new recipient, please continue to the next troubleshooting step.

Figure 3: Inside System Email template

5. Is this the only user not receiving the email or is this occurring for all of your users? 

• If all other users are receiving the same email, the user has received this email in the past and no longer is, and/or if the above troubleshooting steps do not resolve the issue, it's possible that a change has or needs to occur at the user/domain level.  
  • Check with the user or your IT personnel to see if any changes have been made such as your email server domain, new/updated anti-malware/spam blocker, new/updated anti-virus program, etc.  This is generally the main culprit, especially if the email has been working correctly and only just begun not sending correctly.
  • If applicable, also ensure that the following IP Addresses are white-listed on your email server:

    • 69.63.159.101

    • 69.63.149.165

    • 69.63.132.124

    • 69.63.133.254

If none of the above steps resolves the issue, you are welcome to submit a Help desk ticket to E-Claim for further investigation.  Please provide the following information in your ticket to assist the support representative with troubleshooting:

• The email address of the impacted recipient(s).
• The CMS # / Claim # of at least 1 example claim where the email should have generated and didn't.
• The ClickClaims email in question - the template name, number (found in the footer of the email itself or within the template name located on the "Manage System Emails" page), and/or a description will suffice.

There are four standard troubleshooting steps that E-Claim will perform.  

1. Determine if any other clients are reporting issues with the System Email module.  
2. Review the ClickClaims CMS email server's activity report to determine if the email in question shows to have been successfully delivered by their email server or if the recipients' email address has been added to a suppression list due to a delivery failure notification error received by their email server. 
3.  Review your ClickClaims assigned Gmail account - E-Claim has designed the application to send a blind carbon copy of all emails generated out of your ClickClaims CMS Production site to a Gmail account specific to your company as a way of troubleshooting issues such as this.  If the system email in question was successfully Bcc'ed to your assigned Gmail account, that conveys to us that there is not a problem with the process itself and may point to an issue on the recipient side.
4. Determine that the system email in question is active and that the email address(es) in the email's "Attributes" tab is set up correctly.

If all of the steps outlined above check out and an issue with the performance of the ClickClaims CMS email module is eliminated, the problem most likely lies with the recipients' email server.