PowerClerk Support Center

Program Design
Automations
Questions to Ask
Locating the Automations feature
How to create an Automation
Automation Triggers
Automation Action Rules
Validation Rules
Scheduled Triggers
Troubleshooting Automations
FAQs
Channels
Questions to ask yourself
Locating the Channels feature
What are Channels?
Types of Channels
Channel Type: Mark as Child
Channel Type: Make Successor
Channel Type: Create Related Project
Channel Type: Submit Related Project
Channel Type: Project Lookup
How to create a Channel
Channel Signals and Automations
Using Channels in Test Environments
FAQs
Communications
Questions to ask yourself
Locating the Communications feature
Creating Communication templates
Finding Data Tags
Bulk Communications via Data Import
Images in Communications
Project Attachments and Content Library Items
Smart Templates
Upgrading to Smart Templates
Upgrading when a Test Environment Exists
Broken Template Tags
Examples of Broken Template Tags
PowerClerk Bulk Email Communication Policy
FAQs
Connections
Questions to ask yourself
Locating the Connections feature
What are Connections
How to Create a Standard Web Adapter
Define Input and Output Fields
Connecting, Testing, and Enabling the Web Adapter
Creating a Standard Web Adapter Configuration
Utilizing Connections on PowerClerk
Maintaining and Editing the Web Adapter
Web Adapter Message Type Format
Supported Message Versions
Error Handling
Custom List Lookup
Create a Custom List Lookup
Utilizing Custom List Lookup
FAQs
Content Library
Questions to ask yourself
Locating the Content Library feature
Uploading content to the Content Library
Use with Communication Templates
Use for Front Page content
FAQs
Custom API IDs
Questions to Ask
Locating the Custom API IDs feature
How to edit a Custom API ID
FAQs
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
Deadlines
Questions to ask yourself
Locating the Deadlines feature
What are Deadlines
How to Create a Deadline
Deadline Automation Action Rules
Utilizing Project Admin Page for Deadlines
Communication Templates for Deadlines
Deadline Set/Satisfy Options
Program-Wide Deadline Actions
Reporting on Deadlines
Deadlines in Project List Columns
FAQs
Document Templates
Questions to ask yourself
Locating the Document Templates feature
How to define a new Template
How to define a new Merged Document
eSignatures
DocuSign template tags
Mapping eSignature tags
Smart Templates
FAQs
eSignature Envelopes
Questions to Ask
Locating the eSignature Feature
What are eSignature Envelopes?
eSignature Checklist: The Prerequisites to create a new Envelope
How to set up Advanced eSignature Envelopes Step-by-Step
How to add an eSignature Envelope to a form
eSignature Automation Trigger
Viewing Completed eSignature Envelopes
Resending eSignature Notifications
Canceling eSignatures
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
FAQs
Formulas and Calculated Fields
Questions to ask yourself
Locating the Formulas feature
How to work with Formulas and Calculated Fields
Formula Data Dictionary
Dynamic Formula References
Rules of Formula References
Advanced Visibility Rules
Video Guides: Formulas
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 create and edit Incentive Designs
Incentive Options for One-Time Incentive Type
Incentive Design Options
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
How to edit the Project Summary
FAQs
Project Views
Questions to ask yourself
Locating the Project Views feature
How to edit Project Views
FAQs
Roles
Questions to ask yourself
Locating the Roles feature
How to create and edit a Role
Access Groups
Access Groups and Automations
Access Groups and Data Imports
Access Groups and Reports
FAQs
Workflow
Questions to ask yourself
Locating the Workflow feature
How to create and edit the Workflow
Transitions
Workflow Example Overview
FAQs
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
Steps to Complete a Data Import
Data Import Configurations
Column Header Types
Automatic Data Imports via SFTP
FAQs
Duplicate Check
Questions to ask yourself
Locating the Duplicate Check feature
How to use Duplicate Checks
FAQs
Import Projects
Questions to ask yourself
Locating the Import Projects 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
Locating the Project Inquiry feature
How to edit the Project Inquiry Settings
Automating Communications for Project Inquires
Inquiry Summary
Questions to ask yourself
Locating the Program Info feature
How to edit the Program Info menu
Notification Banners
Usage 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
Sharing 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
Tools Menu
My Account
Questions to Ask
Locating the My Account feature
How to use the My Account feature
Setting up Multi-Factor Authentication
Missing, lost, or stolen mobile devices: resetting Multi-Factor Authentication
Disabling Multi-Factor Authentication
Recovery Guidelines for MFA Administrators
FAQs
FormSense
Questions to Ask
Locating the FormSense feature
How to use the FormSense feature
FAQs
Grant Access
Questions to Ask
Project Grants vs Broad Grants (i.e. "Grant Access")
Locating the Project Grant feature
Locating the Grant Access feature
How to use the Grant Access feature
FAQs
Integration Guides
ePayments
Questions to ask yourself
Locating the ePayments History feature
How to add ePayments
FAQ
PowerClerk API
Questions to Ask
What is the PowerClerk API?
What can the PowerClerk API do?
Integrating with the PowerClerk API
API Documentation for Developers
Single Sign On (SSO)
Questions to Ask
PowerClerk SSO Configuration
Azure AD Configuration (SAML)
Azure AD Configuration (OIDC)
Okta IDP Configuration (SAML)
SP Configuration
SSO for multiple programs
IDP Configuration Troubleshooting
FAQs
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
FormSense
Edit Forms - Tutorial #1
Build A Formula
Edit Forms - Tutorial #2
Automation with Formulas in Action Rules
Configuring Forms
Formulas and Advanced Visibility Rules
Calculated Fields
Milestones
Project Summary
Setting up Roll-up Reports
Roles and User Administration
Visualize Workflows
ArcGIS
API
SFTP Automatic Data Import
Standard Web Adapter Setup
PowerClerk Program Launch
PowerClerk User Group Sessions (UGS)
Learning Management System (LMS)
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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 Edit Communications 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.