Investigate failed HL7 messages

task brazil Updated Sep 10, 2026 1 min read hl7-failed-messages-investigate.md

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

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.
Open a failed message record.
Read the Error message field for the failure detail text.
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.
Review the Work notes field for any audit trail entries added during processing.
If the failure was due to a transient error, reprocess the message after the issue is resolved.

Related topics

ACK codes

View and filter the message log

Keywords failed messagesAEARtroubleshoot HL7

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---
title: Investigate failed HL7 messages
description: Identify and diagnose inbound HL7 messages that resulted in an application error \(AE\), application rejection \(AR\), or failed processing status.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/healthcare-life-sciences/hl7-failed-messages-investigate.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [failed messages, AE, AR, troubleshoot HL7]
breadcrumb: [View and filter the HL7 message log, HL7 v2.x Integration, Healthcare Integrations, Healthcare and Life Sciences]
---

# Investigate failed HL7 messages

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 topics**

[ACK codes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/hl7-ack-codes.md)

[View and filter the message log](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/healthcare-life-sciences/hl7-message-log-view.md)