Why do emails not appear in my In Tray?

Issue

Emails are not appearing in my In Tray.

Causes

This could be caused by one of the following. See below for the solution for each of these.

• Email has been filed already by another recipient, that is, by another team member
• Email has been Autofiled using your practice's Practice Settings
• Email has been Autofiled using your Individual Profile Settings
• Domain of the sender/recipient is set in the Exclusions in Email AutoFile
• Email is in a chain of emails in a Thread

Email has been filed already by another recipient, that is, by another team member

The email was also sent to another team member who has already filed it.

Solution
Locate the email in a documents list and check the Activity section. This shows the name of the user who filed it. Refer to Viewing Activity on a Document.

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Email has been Autofiled using your practice's Practice Settings

One of the Email AutoFile Settings for your Practice may be incorrectly set.

Solution
An FYI administrator needs to check your Practice Settings for Email AutoFile that they are set up correctly. Refer to Email AutoFile Settings, Exclusions and Practice Filing Defaults.

If you always want emails to go to your In Tray, you can override the practice settings in your own user profile (refer to Setting Defaults and Filing Defaults for your Own Login - My Settings) and set this to In Tray Review.

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Email has been Autofiled using your Individual Profile Settings

Your individual Profile Settings are not set for "In Tray Review".

Solution
Check that the Autofile mode in your Individual Profile Settings is set to "In Tray Review". If you practice's Practice Settings are set to AutoFile, your Individual settings will override the Practice Settings. Refer to Setting Defaults and Filing Defaults for your own Login - My Settings.

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Domain of the sender/recipient is set in the Exclusions in Email AutoFile

If the domain of the sender/recipient of the email is in the Exclusion list, the emails will be excluded.

Solution
An FYI administrator needs to check your Practice Settings for the Email AutoFile Settings and check the Exclusions tab.

If any domains have been accidentally added to the Email AutoFile Exclusion list, or if any are added incorrectly, remove these. Refer to Email AutoFile Settings, Exclusions and Practice Filing Defaults.

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Email is in a chain of emails in a Thread

The email is in a chain of emails in a conversation thread.

Solution
Check if there is another email that relates to the email you are looking for and the emails are in a thread. Refer to Managing Email Threads.

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