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

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.

   Return to Causes

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 Admin 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.

   Return to Causes

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 your 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.

   Return to Causes

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 Admin 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.

   Return to Causes

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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There are more than 500 Emails and Documents in your In Tray

To improve performance and reduce the load time, the In Tray is set to only show the first 500 emails and documents. If the total number of documents in your In Tray exceeds 500 emails and documents, filing emails and documents will display additional entries.

You can view all the entries from a Documents list using the Draft Filed view and showing documents where you are the Owner. Refer to Viewing In Tray Contents from the Draft Filed View in a Documents List in Managing your In Tray.

Note: If another user has shared their In Tray with you, your In Tray will include the unfiled emails and documents where that user is the Owner. However, the Draft Filed view in the Documents list will currently only show these emails or documents if you are an FYI Admin user.

   Return to Causes

 

Email has not been filed

The client does not have 'Include in Autofile' enabled in their Client Settings tab.

Solution

Check the Client Settings tab and enable 'Include In AutoFile' to allow automatically filing of emails. Refer to Client Settings.

If a Contact has 'Include In AutoFile' enabled, but the client does not, emails will not be filed or displayed in your In Tray as they have a filing status of "Not Filed".

Note: If you change the Client nominated as Include in AutoFile, this will be used only for new emails that are received from the client. 

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