This guide covers finding a failed clinical file-back, reading what Joy knows about the failure and putting it back in the sending queue.
It does not explain how to read the whole queue or reconnect a clinical login. See The Clinical Systems queue: has my note reached the GP record? and How to check whether you or a colleague is connected to the clinical system.
Find the failed item
In the Case Management sidebar, select Clinical Systems, if this feature is switched on for your organisation.
Select the Attempts queue tab.
Find the surgery block, or use Search by surgery name....
Look for the affected client and the red failed badge.
Read the red error line. If Read more appears, select it to see the stored details and solution guidance.
The row also shows the event, destination when known, number of attempts and when it was last updated. Use these details when asking an Owner, Admin or support for help.
What the error can tell you
The error may identify a practical cause, including:
the client has no NHS number, so SystmOne cannot match a patient;
Joy could not match the item to a clinical system;
no JoyConnect device is attached;
the practice device is offline;
a required sending service is not configured;
SystmOne rejected the request after the broker accepted it.
Older items can contain provider wording and separate guidance under Read more. Some older failures contain no useful detail; in that case Joy says No error recorded. That does not mean the item reached the record.
An error is evidence about the latest recorded attempt, not proof that the underlying problem has now been fixed.
Fix the cause first
Before retrying, check the part named in the error. For example, add or correct the client's NHS number, restore the clinical connection, or ask the practice to bring its JoyConnect device online.
If Joy could not identify the destination, an Owner or Admin can use Edit, choose Retarget clinical system (optional) and select the correct system. Note (added to the file-back payload) can add necessary context. Save resets the item to pending; the dialog explains Saving resets the attempt to pending so the next drain retries it.
Do not repeatedly retry an unchanged item when the same cause is still present.
Retry one item
On the failed row, select Retry.
Joy resets the item to pending and promptly starts another transmission attempt.
A confirmation appears as Queued for retry: 1 rows.
Owners and Admins can perform queue actions. If your role cannot do so, Joy reports Action failed with Admin rights required; ask an Owner or Admin to review the item.
You can also tick one or more rows and select Retry selected. Retry block retries the actionable rows within one surgery, Retry this list retries the rows currently shown, and Retry all failed retries every failed local item for the organisation.
Older rows marked legacy send and managed in legacy cannot be retried from this screen.
Check what happened
After a retry:
it remains pending while waiting or when Joy will try again later;
it returns as failed if the same problem continues or the downstream system rejects it;
it leaves the open queue when the broker accepts it as sent;
a downstream confirmation can then change it to filed;
a downstream rejection returns it to failed with Rejected by SystmOne: and the recorded reason.
Leaving the open queue is not, by itself, proof that the note was filed. Check for filed or verify the patient's clinical record when confirmation matters.
When to stop retrying
Stop and ask an Owner, Admin or support for help when:
the same error returns after you have corrected what you can;
the error says a service, device or clinical-system record is not configured;
the item has no recorded error and you cannot establish the cause;
you are not certain which clinical system should receive it;
the item is marked managed in legacy;
the clinical record still does not contain it after Joy has confirmed filed.
Share the client, event, target, attempt count, error wording and last-updated time. Do not clear the item merely to remove the badge: Clear dismisses it without transmitting it.