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Recall Execution: Unavailable Staff Member (Appointment Booking)

A recall may fail with this error when a staff member configured for self-book appointments is no longer available in the EHR (EMIS or SystmOne). This can happen if the staff member has been renamed, removed, or is no longer accessible.

What you'll see

An execution failure explaining that the recall was unable to message patients because a configured staff member no longer exists in EMIS or SystmOne. This happens when the staff member has been deleted or renamed in the EHR.

How to fix

  1. Open the Web App and select your organisation.

  2. Navigate to Automated Recalls.

  3. Select the affected recall.

  4. Under the Setup tab, review the selected staff member(s).

  5. Confirm the staff member still exists in the EHR.

  6. Remove or replace any deleted or renamed staff members.

  7. Save the recall.

ℹ️ Note: After updating the recall configuration, the changes will take effect on the next scheduled recall run.

Still Having Issues?

If completing these steps does not resolve the issue, please submit a Support Ticket via our Web App. Alternatively, you can email us at support@abtrace.co.