---
sourceDocument: Australia Healthcare and Life Sciences
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/healthcare-life-sciences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Investigate failed HL7 messages

# Investigate failed HL7 messages {#ariaid-title1}

Release version: Australia  
Updated May 11, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Identify and diagnose inbound HL7 messages that resulted in an
application error (AE), application rejection (AR), or failed processing
status.

## Before you begin

Role required: `sn_hl7_v2.admin`

## Procedure

1. Navigate to the HL7 message log and filter for failed messages using one or both of the following conditions:  
   * Status = Failed
   * ACK code = AE or AR

   AE (Application Error) indicates ServiceNow encountered an error
   processing the message. AR (Application Rejection) indicates the
   message was structurally valid but rejected by the application.
   A Failed status indicates processing did not complete.
2. Open a failed message record.
3. Read the Error message field for the failure detail text.
4. Expand the ACK response field to see the full ACK body returned to the integration engine, including the MSA-3 text description of the error.
5. Review the Work notes field for any audit trail entries added during processing.
6. If the failure was due to a transient error, reprocess the message after the issue is resolved.
**Related tasks**   

* [View and filter the message log](https://www.servicenow.com/docs/v4vDAD3LIlR14edLfJba7Q "Use the HL7 message log to review inbound messages, inspect raw message content and ACK responses, and filter by status, message type, or sending facility.")  
**Related reference**   

* [ACK codes](https://www.servicenow.com/docs/c5bRe3e4qYeAD5FANpJ65A "ServiceNow returns one of three HL7 acknowledgment codes in the MSA segment of every ACK response. The code indicates whether the message was accepted, rejected at the application level, or resulted in an error.")