PowerClerk Support Center

Program Design
Automations
Questions to ask yourself
Locating the Automations feature
Creating an Automation
FAQs
Communication Templates
Questions to ask yourself
Locating the Communications feature
Creating Communication templates
Feature reference
FAQs
Deadlines
Questions to ask yourself
Locating the Deadlines feature
How to create Deadlines
Feature reference
FAQs
Forms
Questions to ask yourself
Locating the Forms feature
How to create and edit Forms
Adding data fields
Configuring Forms
VersaForms
Sensitive Data Fields
Feature reference
FAQs
Roles
Questions to ask yourself
Locating the Roles feature
How to create and edit a Role
Feature reference
FAQs
Workflow
Questions to ask yourself
Locating the Workflow feature
How to create and edit the Workflow
Transitions
Changing a project's status
Feature reference
FAQs
Advanced Program Design
Channels
Locating the Channels feature
What are Channels?
Channels Checklist
3-Step Publishing Process
Channel Type A: Mark As Child
Channel Type B: Make Successor
Channel Type C and D: Create/Submit Related Project
Sending Signals
Document Templates
Questions to ask yourself
Locating the Document Templates feature
How to define a new Template
Feature reference
eSignatures
DocuSign template tags
Mapping eSignature tags
FAQs
Formulas and Calculated Fields
Questions to ask yourself
Locating the Formulas feature
How to create a Formula
Formula Data Dictionary
FAQs
Front Page
Questions to ask yourself
Locating the Front Page feature
How to edit the Front Page
FAQs
Incentive Design
Questions to ask yourself
Locating the Incentive Design feature
How to design an Incentive
Incentive Options
FAQs
Single Sign On (SSO)
Azure AD
Okta IDP Configuration
SP Configuration
PowerClerk API
Custom API IDs
FAQ
API Documentation for Developers
Application & Process Automation
Getting Started
Common Usage Scenarios
Using Custom IDs
API Method Reference
Code Samples
Administration
Business Days
Questions to ask yourself
Locating the Business Days feature
Setting up Business Days
FAQs
Dashboards
Questions to ask yourself
Locating the Dashboards feature
How to create widgets in your Dashboard
Other Dashboard Actions
Data Import
Questions to ask yourself
Locating the Data Import feature
How to validate a Data Import
FAQs
Duplicate Check
Questions to ask yourself
Locating the Duplicate Check feature
How to use Duplicate Checks
FAQs
ePayments
Questions to ask yourself
Locating the ePayments History feature
How to add ePayments
FAQ
Import From V2
Questions to ask yourself
Locating the Import From V2 feature
How to Import From V2
FAQs
Operation Status
Questions to ask yourself
Locating the Operation Status feature
How to use the Operation Status feature
FAQs
Program Info
Project Inquiry
Questions to ask yourself
Locating the Program Info feature
How to edit the Program Info menu
Notification Banners
Billing Info
FAQs
Program Statistics
Questions to ask yourself
Locating the Program Statistics feature
How to use Program Statistics
FAQs
Reports
Questions to ask yourself
Locating the Reports feature
How to setup Reports
Multi-instance reports
Integrate scheduled Reports
Cross-Program Reports
FAQs
Test Environment
Questions to ask yourself
Locating the Test Environment feature
How to setup a Test Environment
FAQs
User Administration
Questions to ask yourself
Locating the User Administration feature
How to work with User Administration
FAQs
Web Adapter Factory
Questions to ask yourself
Locating the Web Adapter Factory
What are Web Adapters
Input and Output Fields
Connecting, Testing, and Enabling
Maintenance and Alterations
Web Adapter Message Format
FAQ
Program Reporting
Data Fields
Questions to ask yourself
Locating the Data Fields feature
How to work with Data Fields
Custom Lists and Data Field Groups
Table form element
PV System + batteries element
FAQs
Milestones
Questions to ask yourself
Locating the Milestones feature
How to define a Milestone
FAQs
Project List Columns
Questions to ask yourself
Locating the Project List Columns feature
How to use Project List Columns
FAQs
Project Summary
Questions to ask yourself
Locating the Project Summary feature
FAQs
How to edit the Project Summary
Project Views
Questions to ask yourself
Locating the Project Views feature
How to edit Project Views
FAQs
Settings
My Account
Questions to ask yourself
Locating the My Account feature
How to use the My Account feature
Setting up Multi-Factor Authentication
MFA Recovery Guidelines
FAQs
FormSense
Questions to ask yourself
Locating the FormSense feature
How to use the FormSense feature
FAQs
Grant Access
Questions to ask yourself
Locating the Grant Access feature
How to Grant Access to users
FAQs
Integration Guides
Integration Guide 001: How to configure a Web Adapter – ArcGIS Implementation
Integration Guide 002: How to configure Electric Power Research Institute’s (EPRI) DRIVE Connect software with PowerClerk
PowerClerk Video Guides
New User Video Guide
Setting up Business Days
Dashboards
Edit Forms - Tutorial #1
Edit Forms - Tutorial #2
Configuring Forms
FormSense
Build A Formula
Automation with Formulas in Action Rules
Formulas and Advanced Visibility Rules
Calculated Fields
Milestones
Project Summary
Roles and User Administration
Visualize Workflows
PowerClerk User Group Sessions (UGS)
PowerClerk Responsive Admin View

Operation Status

Operation Status enables administrators to track failed applicant communications.

Operation Status feature


Questions to ask yourself about the Operation Status:

Why did the Communication Template fail to send?

Am I fielding questions from applicants that deal with not receiving expected documents or notifications?
How should I address spam complaints?

Locating the Operation Status feature

Anyone in a Role with the View Shared Reports privilege can access the Operation Status feature by opening the ADMIN menu and clicking on Operation Status:

 

Locating the Operation Status feature

Figure 1: ADMIN >> Operation Status

 

How to use the Operation Status feature

The Operation Status feature allows you to easily identify failed communication attempts. You can tab through the report of communication failures to filter for Undeliverable Emails, Spam Email Complaints, and Failed Background Operations. There can be diverse reasons for failures. Shown below are failed attempts due to an invalid email address:

 

Operation Status

Figure 2: Operation Status overview


You can expand any row of a failed communication attempt to retrieve further information on Error Code and Error Details. You also have the following options:

  • Quickly navigate to the project that the communication failure stemmed from with the Project Admin button.
  • Click on View Communication to investigate, if the source of this failure was an error within the actual email sent to the recipient.
  • Utilize the Mark as Acknowledged button to mark the communication failure as reviewed

 

Details on communication failures

Figure 3: Details on communication failures


To show all communications including the ones that have been reviewed, use the Show Acknowledged Notices option:

 

Show Acknowledged Notices

Figure 4: Show Acknowledged Notices

 
Please note: PowerClerk’s Operation Status functionality allows you to identify and troubleshoot common issues with undeliverable or bouncing email communication. Mistyped (“bad”) email addresses causing repeated bounces can impact the reputation of the PowerClerk platform as an email sender. To avoid jeopardizing your programs’ ability to send communication templates via email, Clean Power Research will be regularly scanning for repeated bounces and inform you in severe cases so that you can address them. If the bad addresses are not promptly rectified, we reserve the right to remove offending email addresses from the system to preserve PowerClerk’s ability to reliably send email, which is a critical component of all programs operating within PowerClerk.
 
To avoid issues we recommend the use of distribution lists in Communication Templates to avoid bad email addresses. Placing individual email aliases in templates does not future proof your communications if that person leaves the company and the email becomes inactive. Distribution lists can more easily be maintained outside the individual currently assigned to receive communications.
 

Troubleshooting Email Delivery Issues

The way PowerClerk delivers emails through Amazon SES (SES = Simple Email Services) and can be stepped through as follows:

  1. An email gets triggered either manually by an Admin within a PowerClerk program, or via an Automation that is configured to send out a Communication Template at a specific process step.
  2. PowerClerk then contacts AWS SES to send that email to the respective set of recipient email addresses.
  3. AWS determines based off the email addresses which servers to hand off the email to.
  4. AWS then picks on mail server out of a pool of mail servers to handle the outgoing connections to deliver the email.
  5. That respective mail server now attempts to establish a connection to the receiving server, which is determined by the owner of the receiving domain.
  6. The delivery succeeds and a delivery receipt is sent back to PowerClerk, or alternatively upon unsuccessful delivery an error message states the reason as to why the deliver failed.

In case of a delivery failure there can be many reasons as to the root cause of the failure. The below list of common email delivery failures, as they appear on the Operation Status page under the “Undeliverable Emails” tab, may help pinpoint how to remedy the issue at hand:

  • Error Detail: smtp; 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient’s email address for typos or 550-5.1.1 unnecessary spaces.: Your recipient’s address might not work or exist anymore. Or, you might have entered it with a typo. Check for these common mistakes in the address you’re emailing: Quotation marks; dots at the end of the address; spaces before or after an address; spelling errors.
  • Error Detail: smtp; 550 5.7.1 Service unavailable; client [ip-address] blocked using Proofpoint Dynamic Reputation (Visit https://ipcheck.proofpoint.com/ if you feel this is in error.): Email error 550 email blocked is primarily caused when a mail server IP is listed in a spam blacklist.
  • Error Detail: smtp; 550 5.4.1 Recipient address rejected: Access denied.: “Access Denied” is often a catch-all response for when mail is rejected, commonly due to falling into a spam filter where the user/users have marked similar messages as spam.
  • Error Detail: smtp; 554 delivery error: Not a valid recipient or Error Detail: smtp; 554 5.7.1 Remote MTA not accepting connections: Your recipient’s address might not work or exist anymore. Or, you might’ve entered it with a typo. Check for these common mistakes in the address you’re emailing: Quotation marks; dots at the end of the address; spaces before or after an address; spelling errors.
  • Error Detail: Amazon SES has suppressed sending to this address because it has a recent history of bouncing as an invalid address. For more information about how to remove an address from the suppression list, see the Amazon SES Developer Guide: http://docs.aws.amazon.com/ses/latest/DeveloperGuide/remove-from-suppressionlist.html: Amazon SES includes a global suppression list. When any Amazon SES customer sends an email that results in a hard bounce, Amazon SES adds the email address that produced the bounce to a global suppression list. The global suppression list is global in the sense that it applies to all Amazon SES customers.

FAQs

Have additional questions? Contact us to nominate your FAQ and help others find answers to your own questions concerning this feature.

Create A Support Ticket

Not finding your answer here?  Submit a question to our support team at the PowerClerk Ticket System and leverage the PowerClerk team’s expertise.