In order to manage a referral with an API error, follow these steps:
From the Referral Inbox, within the yellow details banner, select View referrals with integration errors. This will filter your Referral Inbox to only show referrals with API errors.
Under the Workflow column, click on the API red error button on the referral: "An API message has FAILED (This error message must be manually cleared)."
This will show you the error details for that specific referral.
Under the Response column, click the “view” link to review the error details and identify the cause. This will open a new tab with more information.
The new tab will display a code that identifies the nature of the error. At the top of the text block, you'll see an HTTP status code, typically in the 400 or 500 range, which indicates an error. A status code in the 200 range indicates success, and no further action is needed.
400 error codes
Near the bottom of the text block there will be a section called
"text", telling you the error specifics, such as"'Primary Contact's Postal Code (Patient.contact[0].address.postCode)' is missing."Return to your inbox and edit the referral to fix the issue as per the error message, such as correcting the patient’s address, and re-save the referral.
Once the referral is updated, Caredove will automatically trigger the updated message. There is no need to use the “Resend” button. The successful API submission icon is expected to appear.
If the API red error icon still appears next to the referral, but the new submission attempt was successful (indicated by a green checkmark), click the "Clear Errors" button at the top of the Integration Triggers window. This will remove the error from your inbox.
500 error codes
For errors with a 500-series status code (e.g., 500, 502, 504, etc.), wait a few minutes after the error occurs, then use the "Resolve" > "Resend original message" button.
If a failed submission response appears, wait 10 minutes and try again. Avoid clicking the "Resend" button multiple times in succession.
If a successful response is received (a green check mark appears next to the submission attempt), click the "Clear Errors" button at the top of the Integration Triggers window. This will remove the error from your inbox. If the issue persists, please contact Caredove for assistance.
When and how to contact Caredove
Contact the Caredove support team by typing “Talk to a person” in the chat box, if:
You receive a 400-series error code without a clear error message, or if the issue persists after addressing it based on the message and attempting a resubmission.
You have a 500-series error code that does not resolve after resending.