Investigate failed HL7 messages

  • Release version: Australia
  • Updated May 11, 2026
  • 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.