ENR-1.04.1-Confirmation
Timeouts
This is the exception queue for the ENR Confirmation Member Enrollment
Process to send cases to if they have aged in this queue for longer than 72
hours. This queue catches the member enrollment cases that do not go
through workflow because another transaction in workflow is holding up the
process.
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In this section:
 Scenario 1: Confirmation
Timeouts
 Scenario 2: Confirmation
Timeouts
 Scenario 3: Confirmation
Timeouts
5: ENR-1.04.1-Confirmation Timeouts
Scenario 1: Confirmation Timeouts
1. Navigate to Softheon Web using the path below:
http://<hostname>/Softheon.Web/
within your Internet Browser.
Note: For <hostname> put in the fully qualified hostname of
your designated Softheon Web Server.
2. Enter the corresponding user login credentials and click Sign In.
3. Scroll down to the Shared Mailboxes and navigate to ENRConfirmation Timeouts mailbox.
4. Select a folder with a timeout error.
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 Scenario 1:
A case will appear in this mailbox if the transaction that was
sent previously is sitting in an Exception mailbox or is stuck in a
critical workflow path between – (ENR – 1.05 – Metadata
Update and ENR – 1.12 – Distribution Payment Confirmation).
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5. Copy the Folder Name of the transaction.
6. Close the case.
7. Click No.
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8. In the main window click the Search icon.
9. Change Drawers to Marketplace Connector. Change
the Type to Member Enrollment
10. Next make sure to click on Task Search.
11. Paste the Entire folder name that is copied in step 5 and
click Search.
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12. A number of results may appear. Take note of the 5th column
that will display the Mailbox Name.
13. You should see one case in Confirmation Timeouts, and at
least one other record.
Note: If the transaction for the policy holder case falls
between ENR – 1.05 and ENR – 1.12 this means a member of
the policy has been routed to an exception mailbox. To
resolve open the folder in the exception mailbox and follow
the steps to solve the error located in additional chapters of
this UAT (MC2 Exception Handling).
14. Once that exception has been fixed open the initial folder in
the Confirmation Timeouts mailbox and click the route icon.
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15. Route the folder to the ENR-1.04.1-Confirmation Member
Enrollment mailbox.
16. Click Route.
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Scenario 2: Confirmation Timeouts
1. Scroll down to the Shared Mailboxes and navigate to ENRConfirmation Timeouts mailbox.
2. Select a folder with a timeout error.
3. Copy the Folder Name of the transaction.
4. Close the case.
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 Scenario 2:
A case can also route to this mailbox if the last transaction sent
through the workflow was an add transaction, and an add
transaction is in the confirmation time-outs queue (Two add
transactions for one member). This usually means that the
marketplace never sent a cancel for the previous record.
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 How to resolve this issue:
For confirmation member enrollment errors, open the
appropriate file and review the notes under Discussions.
Based on the notes take action and proceed as necessary. In
most instances these case can be recovered.
5. Click No.
6. In the main window click the Search icon.
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7. Change Drawers to Marketplace Connector. Change the
Type to Member Enrollment
8. Click on Task Search.
9. Paste the entire folder name that is copied in step 3 and click
Search.
10. Double click the transaction not in the exception mailbox.
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11. Make a note of the Transaction Type.
12. Click the Find Parents folder.
13. Check the Member folder status. If the Status equals anything
other than “Inactive” and transaction being help up is an
Addition transaction, it is possible that there was a cancel that
was never sent. In this case please contact the customer to
determine which plan they should be enrolled in.
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14. SITUATION A - If the transaction in the Confirmation
Timeout mailbox IS NOT the most recent plan, then this is the
plan to cancel. You can navigate to the Member Enrollment
folder and reject the case.
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15. SITUATION B - In the event that the transaction IS the most
recent plan, you will need to follow the Softheon steps given
to cancel out a transaction in HBE point. These steps can be
found in the MC2 Changing Effective Date document. Once
finished route the Member Enrollment folder of the correct
plan back to the ENR-1.04.1-Confirmation Member
Enrollment mailbox.
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Helpful Tips
Review the MC2 Changing Effective Date document
here.
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Confirmation Timeouts: Scenario 3
1. Scroll down to the Shared Mailboxes and navigate to ENRConfirmation Timeouts mailbox.
2. Select a folder with a timeout error.
3. Copy the Folder Name of the transaction.
4. Close the case.
 Scenario 1:
A case can also route to this mailbox if the case is a cancellation
and the status is “Inactive” this transaction will not proceed
through workflow.
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 How to resolve this issue:
For confirmation member enrollment errors, open the
appropriate file and review the notes under Discussions.
Based on the notes take action and proceed as necessary. In
most instances these case can be recovered.
5. Click No.
6. In the main window click the Search icon.
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7. Change Drawers to Marketplace Connector. Change the
Type to Member Enrollment
8. Click on Task Search.
9. Paste the entire folder name that is copied in step 3 and click
Search.
10. Double click the transaction not in the exception mailbox.
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11. If the Member Enrollment case has a Cancellation or
Termination Transaction Type.
12. Navigate to the Member folder by clicking Find Parents.
13. With the member status set as Inactive this transaction will
not proceed through the workflow.
NOTE: In this case outreach might be needed to make a call
to the member and confirm that they are cancelling their
selection.
14. If they are declining coverage reject the Member Enrollment
folder.
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