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Email Inbox / Receive and Send Messages

The Email inbox is a place to view and send emails:

  • View incoming emails.
  • Compose new emails or reply to emails.
  • View Secure Web Mails (only viewable when the provider is logged).

Emails received by the practice/clinic/group email address are viewable by all users (See General Email Settings).
User-specific emails are only viewable when the user is logged on (see User Email Addresses).

To open the Email Inbox, in the Manage module, click Email Inbox.

For a detailed description of each field on this window, see Email Inbox window. This window is non-modal, meaning it can be left open in the background while you access other areas.

View Incoming Messages

  1. Under View Messages for address select the address you want to view messages for.
  2. Click the Inbox tab. Unread messages will be bold.
  3. Highlight a message to preview the message text in the lower portion of the window, or double click a message to open it in a new window.

Download of emails: New emails on the mail server can only be downloaded when working from 'Computer Name Where New Email is Received'. To manually download, click Refresh. Automatic download occurs every time Open Dental starts, when the Inbox is opened, and at set intervals (see General Email Settings). All other computers can only view emails that are already downloaded.

Attaching Patients: Patients are automatically attached to incoming message when Open Dental can find an exact match based on certain criteria.  To select a patient to attach, click Change Pat. See Email Inbox window for logic.

Reply to a Message

  1. Select the Inbox tab, then select the original message.
  2. Click Reply. The Edit Email Message window will open with the From and To addresses filled in, the original message text notated in the body text, and the cursor at the top of the text box.



  1. Enter the reply message, then click Reply.

A copy of the message will list under Sent Messages.

Compose a New Message

  1. Click Compose.
  2. On the Edit Email Message window, enter the message details (To, Subject, Body text, Attachments, etc.)
  3. Send the message.

A copy of the message will list under Sent Messages.

View Sent Messages
Sent messages can only be viewed, not edited. They can be deleted if there is no patient attached.

  1. Click the Sent Messages tab.
  2. Highlight a message to preview the message text in the lower portion of the window, or double click a message to open it in a new window.

Search for Email Messages
To search for specific emails by attached patient, email address, date range, or subject/body text, use the Search area.

  1. Select the Inbox or Sent Messages tab.
  2. Enter the search criteria:
    Patient: Click [...] to select a patient.
    Email Address: Enter the email address.
    Date From/To: Search for messages sent or received during a date range. Use the DD/MM/YYYY format.
    Subject/Body: Search for specific in the subject and body text.
    Only include messages with attachments: Check to only list messages that have an attachment. Uncheck to ignore this criteria.
  3. Click Search to enter 'search mode' (turns yellow). Matching results will list.


Click Clear to exit 'search mode'.

Deleting Messages
Deleting a received message removes it from the inbox only, not the email server. It will not download from the email server again. Sent messages can only be deleted when there is no attached patient.

  1. Highlight the message.
  2. Click Delete.

Emails attached to a patient are removed from the inbox, yet still visible in the Commlog and Progress Notes.
Emails not attached to a patient are permanently removed.

Encrypted Emails
To send and receive encrypted email, both parties must have established 'trust' by sharing public key security certificates.

When a received email is encrypted, decryption is automatically attempted.

  • When successful, the Sig column will show Y (indicating the sender is a trusted source) and the message text will be readable.
  • If unsuccessful, a N will show instead to indicate the sender is not yet a trusted source, and the message will not be decrypted.

Why Decryption Fails: Decryption can fail if encrypted email is not set up on the workstation (email security certificates are not installed), if there are permission issues, or when the sender is not listed as a trusted source on the workstation (sender's public certificate has not been installed on the workstation). If permission issues are the cause, try running Open Dental as an administrator.

To add a sender as a trusted source:

  1. Click the 'N'.



  1. Click Trust.

Retry Decryption
When decryption has failed, a Decrypt button shows on the left of the Edit Email Message window:

Click Decrypt to attempt decryption again (e.g. on a different computer, once encrypted email is setup, or once the sender is a trusted source). If the message is from an unknown recipient that is not in your trusted list, you will be prompted to add the recipient to your trusted list.

If you choose OK, Open Dental will attempt to locate the public certificate for the sender and, if found, add it before attempting decryption again.

See also Encrypted Email

Troubleshooting
See Email Settings and Errors.

If using Gmail, all messages will be downloaded, except for spam, trash, and chats. This is a POP3 issue. See https://support.google.com/mail/answer/16418?hl=en. This issue would be fixed by using IMAP protocol instead (Feature Request #3276).

 

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