Statuses — what changes when¶

Statuses describe where the work is, not whether anyone did a bad job. Ordo shows status in three places that people mix up:

The file (EOB Dashboard row) — did we read the PDF?
The patient (inside a file, or on Patients) — did we fetch, approve, post?
The match (Open Dental tab) — is this claim locked, posted, or stuck?

A file can be Extracted while Maria is still Not fetched and James is already Posted. That is normal: the file is the envelope; the people inside it move at different speeds.

The tables below answer what you can click at each status. Fetch, Approve, Post, and Reject also need the matching permission on your role.

In the app, Workflow guide (on the EOB patient list) is a short version of this page.

Solid arrows are allowed. Dashed arrows are not allowed (the button is off, or the action does not change that status).

Allowed Not allowed / does not change this status

Status map¶

Patient — what is possible¶

flowchart LR
  NF[Not fetched]
  NR[Needs review]
  AP[Approved]
  PO[Posted]
  AP2[Already Posted]
  RJ[Rejected]
  NM[No match]
  FL[Failed]

  NF -->|Fetch finds claims| NR
  NF -->|Fetch finds nobody| NM
  NF -->|Fetch errors| FL
  NR -->|Approve match| AP
  NR -->|Reject match| RJ
  AP -->|Post payment — new write| PO
  AP -->|Post — same amounts already on a check| AP2
  AP -->|Reject match| RJ
  AP -->|Real API failure or amount mismatch| NR
  FL -->|Retry Fetch| NR
  NM -->|Fetch after the visit is charted| NR
  RJ -->|Pick again and Approve| AP

  PO -.->|Post payment| X1[Off]
  PO -.->|Reject match| X2[Off]
  PO -.->|Approve match| X3[Off]
  PO -->|Fetch / Refetch| PO
  AP2 -.->|Post payment| X4[Off]
  AP2 -.->|Reject match| X5[Off]
  AP2 -->|Fetch / Refetch| AP2

  classDef done fill:#d1fae5,stroke:#059669,color:#065f46
  classDef off fill:#f1f5f9,stroke:#94a3b8,color:#64748b
  classDef work fill:#e0f2fe,stroke:#0891b2,color:#0e7490
  class PO,AP2 done
  class X1,X2,X3,X4,X5 off
  class NF,NR,AP work

Posted and Already Posted are both the end of the line. Fetch still runs, but it does not take Maria back to Needs review, and it does not turn Post payment back on. Already Posted means Open Dental already had matching amounts on a check — that is success, not a bug.

Match — Open Dental tab¶

flowchart LR
  C[Candidate / Needs manual]
  A[Approved]
  P[Posted]
  AP[Already Posted]
  R[Rejected]
  F[Push failed]
  V[Push requires review]

  C -->|Approve match| A
  C -->|Reject match| R
  A -->|Post payment — new write| P
  A -->|Same amounts already on a check| AP
  A -->|Reject match| R
  A -->|API / network failed| F
  A -->|Chart changed or different amount on check| V
  F -->|Approve again| A
  V -->|Fetch, confirm, Approve again| A
  R -->|Pick again and Approve| A

  P -.->|Post payment| X1[Off]
  P -.->|Reject match| X2[Off]
  P -.->|Switch claim / edit remarks| X3[Off]
  AP -.->|Post payment| X4[Off]
  AP -.->|Reject match| X5[Off]

  classDef done fill:#d1fae5,stroke:#059669,color:#065f46
  classDef off fill:#f1f5f9,stroke:#94a3b8,color:#64748b
  class P,AP done
  class X1,X2,X3,X4,X5 off

After Push failed or Push requires review, Post payment stays off until you Approve match again. Messages like Cannot change InsPayAmt…attached to a ClaimPayment with matching amounts become Already Posted, not Push failed.

File — the envelope on the dashboard¶

flowchart LR
  U[Uploaded]
  C[Confirm layout]
  Q[Queued / Extracting]
  E[Extracted]
  F[Failed]
  A[Archived]

  U -->|Detect finds a layout| C
  C -->|Confirm and process| Q
  Q -->|Read succeeds| E
  Q -->|Read fails| F
  U -->|Detect fails| F
  E -->|Archive| A
  A -->|Restore| E
  F -.->|Fetch / Approve / Post| Xn[Does not move the file]
  E -.->|Fetch / Approve / Post| Xn

  classDef done fill:#e0f2fe,stroke:#0891b2,color:#0e7490
  classDef off fill:#f1f5f9,stroke:#94a3b8,color:#64748b
  classDef work fill:#fef3c7,stroke:#d97706,color:#92400e
  class E done
  class C work
  class Xn off

A file can stay Extracted while Maria is Posted and James is No match. That is expected.

If you Reject match, the patient becomes Rejected. The file stays Extracted.

File statuses (EOB Dashboard)¶

These are the words on the file row and on the dashboard tabs.

You see	What it means	What you do
Uploaded	The file arrived. Reading has not finished.	Wait, or open if it sits here.
Confirm layout	Ordo detected the remittance type (payer/layout) but has not extracted patients yet.	Open the file → Confirm & process, or use Process {payer} / Process EOB on the row ⋯ menu. There is no separate Confirm layout filter tab — look under Active / Uploaded.
Queued	Waiting its turn to be read.	Wait. Refresh if it sits here a long time.
Extracting	Ordo is reading the PDF right now.	Wait. Do not post from this file yet.
Extracted	Patients and lines are ready.	Open the file. Fetch, review, post.
Failed	Reading (or a rare later file-level error) did not succeed.	Open the row, read the message. See Errors.
Archived	Hidden from Active and from Posting Analytics. Not deleted.	Restore if that was a mistake.
Retry required	Try the failed step again after the underlying problem is fixed.	Read the message; often a post or connection issue.

Older or internal labels you might hear from support (same idea, different word):

Internal name	On screen
`uploaded` / `queued` / `extracting`	Uploaded / Queued / Extracting
`awaiting_confirm`	Confirm layout
extraction `completed`	Extracted
`failed`	Failed
`archived`	Archived

Review is not a file status

Needs review, Approved, Posted, and Already Posted live on the patient, not on the envelope. The dashboard “Pending review” card is a count of work still to do, not a file-row label.

What moves the file¶

Operation	File status
Upload + detect	Uploaded → Confirm layout (when layout is known)
Confirm & process	Confirm layout → Queued / Extracting → Extracted
Extraction fails	Failed
Archive	Archived
Restore	Back to Active (usually Extracted)
Fetch / Approve / Post	Does not change the file row

Example. Jennifer uploads Monday’s Cigna. The row shows Confirm layout · Detected Cigna. She opens the file, clicks Confirm & process, and the row becomes Extracted. Mike fetches and posts all three patients. The dashboard still says Extracted on the file — that is correct. Posted is a person status. Posting Analytics still counts the posted payments.

Patient statuses (inside an EOB)¶

These are the badges on each person in the file.

You see	What it means	Typical next step
Not fetched	You have not clicked Fetch Open Dental for this person.	Tick the row, Fetch, then open.
Pending	Matching has not produced a decision yet (rare on a fetched row).	Fetch if you have not; otherwise open the patient.
Needs review	Candidates exist, or identity checks need a person.	Open Open Dental and Audit.
Approved	Someone confirmed the Open Dental claim. Money is not posted.	Someone with Post payment clicks Post payment.
Posted	Ordo wrote the payment to Open Dental (or simulated in Demo).	Done for this person. Post payment is off.
Already Posted	Open Dental already had the same amounts on a check. Ordo did not treat this as a failure.	Done for this person — same locks as Posted.
Rejected	Match was thrown away.	Another candidate, post by hand in Open Dental, or leave it.
No match	Fetch ran; no plausible Open Dental claim.	Search the chart; Sync; enter the claim in Open Dental if it was never charted.
Failed	Fetch (or a later Open Dental call for this person) errored.	Retry Fetch. Check API Logs. Do not confuse this with Already Posted.

What moves the patient¶

Operation	Patient status
Open file (no fetch)	Stays Not fetched
Fetch finds claims	Needs review (unless already approved/posted/rejected)
Fetch finds nobody	No match
Fetch API error	Failed
Approve match	Approved
Post succeeds (new write)	Posted
Post finds matching amounts already on a ClaimPayment	Already Posted
Post: chart changed, or attached check has a different amount	Back toward Needs review (match: Push requires review)
Post: real API / network failure	Needs review (match: Push failed) — approve again before posting
Reject match	Rejected

Posted, Already Posted, Approved, and Rejected win over fetch: refetching Maria after she is Posted does not take her back to Needs review.

What you can do on the patient row¶

Patient status	Fetch / Refetch	Approve match	Post payment	Reject match
Not fetched	Fetch	No — fetch first	No	No — nothing to reject yet
Needs review	Yes	Yes, unless hard mismatch	No — approve first	Yes
Approved	Yes (does not undo approve)	Already done	Yes	Yes
Posted	Yes (does not undo posted)	No	No — already posted	No
Already Posted	Yes (does not undo)	No	No — already on the check	No
Rejected	Yes	Yes — pick again	No	Already rejected
No match	Yes	No — no claim to approve	No	No
Failed	Yes — retry	No until fetch succeeds	No	No

The Open Dental tab buttons follow the match status in the next section. If a patient has more than one claim, the row uses the “furthest along” rule: all posted / already posted → Posted or Already Posted; all approved or posted → Approved.

Example. Mike fetches Maria and James. Maria becomes Needs review. James is No match (no chart claim). Mike approves Maria. Jennifer posts Maria → Posted. James is still No match until someone charts the visit in Open Dental and Mike fetches again.

Match statuses (Open Dental tab)¶

These describe this EOB claim vs that Open Dental claim. You see them as banners, disabled buttons, and the post-result popup more than as a second badge.

How the match status changes¶

Fetch Open Dental
    → Candidate found   (Ordo listed claims — you still confirm)
    → Needs manual      (Ordo wants a person to pick)

Approve match
    → Approved          (claim locked in Ordo; money not written yet)

Post payment
    → Posted                    (Ordo wrote new amounts)
    → Already Posted            (Open Dental already had the same amounts on a check — success)
    → Push failed               (real API / network failure — not the attached-check case)
    → Push requires review      (the chart changed after approve, or attached check has a different amount)

Reject match
    → Rejected

After Posted or Already Posted, Post payment and Reject match are off, and remarks are read-only. If Open Dental already had the same amounts on a check, Ordo skips changing InsPayAmt and shows Already Posted — that is not a failure. After Push failed or Push requires review, Post payment is off until you Approve match again.

What you can click¶

You also need the matching permission (Approve match, Post payment, Reject match). If your role does not include it, the button is missing.

Match status	Switch claim	Edit remarks	Approve match	Post payment	Reject match
Candidate found	Yes	Yes	Yes, unless Hard mismatch	No — approve first	Yes
Needs manual	Yes	Yes	Yes, after you pick a safe candidate	No — approve first	Yes
Approved	Yes	Yes	Hidden (already done)	Yes	Yes
Posted	No	No (read-only)	Hidden	No — already done	No
Already Posted	No	No (read-only)	Hidden	No — already on the check	No
Rejected	Yes	Yes	Yes — pick again and approve	No	Yes
Push failed	Yes	Yes	Yes — approve again before a new post	No until you approve again	Yes
Push requires review	Yes	Yes	Yes — fetch, confirm, approve again	No until you approve again	Yes

Hard mismatch is a flag on a candidate, not a status. Approve stays disabled for that claim. Pick another claim or reject. The patient row can still say Needs review.

Open Dental API calls for fetch, reject, and post live on the patient’s Audit tab. After Post payment, a popup reports Posted, Already Posted, or the error, with a View audit link.

Line statuses (procedure table)¶

On the Open Dental tab, each EOB line has its own Status column. That is not the patient badge.

Line status	Meaning
Match	The CDT code mapped to an Open Dental claim procedure.
Differs / Not matched	No matching Open Dental procedure on this claim.

After a successful Post payment, remarks freeze (read-only). Post payment and Reject match stay off.

Open Dental’s own statuses (what Ordo writes)¶

You do not set these by hand in Ordo. They matter when you look at the chart after a post, or when API Logs mention them.

Claim status (the whole visit)¶

Open Dental uses a letter. After a successful post, Ordo sets the claim to Received.

Code	Word	Meaning in the office
U	Unsent	Not sent to insurance yet.
H	Hold until primary received	Waiting on another plan.
W	Waiting in queue	In the send queue.
S	Sent	Sent to the payer.
R	Received	Insurance payment recorded. This is what Ordo sets on post.
I	Hold for in process	Held in the office workflow.

Procedure (ClaimProc) status¶

Word Ordo sends	Meaning
NotReceived	Estimate / not paid yet.
Received	Insurance paid amount is on this line. This is what Ordo sets on post (unless the line is already attached to a check — then Ordo does not change status or `InsPayAmt`).
Supplemental	Extra payment after the first receive.
Estimate / Adjustment / capitation types	Special rows Ordo does not treat as a normal EOB line to post.

If Open Dental already has the line on a check with the same InsPayAmt, Ordo skips that write and shows Already Posted. That is success — not Failed. If the attached check has a different amount, post stops and asks you to review. Open Dental will refuse a new InsPayAmt on an attached line; Ordo maps the matching-amount case to Already Posted instead of treating the 400 as a sync failure. See Open Dental errors.

Connection and sync statuses¶

On Clinic settings → PMS Integrations:

You might see	Meaning
Connected, last sync time, patient/claim counts	Replica is usable for Fetch.
Last sync failed plus an error	Sync did not finish. Test the connection; read API Logs.
Not connected	Fetch in Actual cannot load live charts.

Test connection does not change patient rows. It only proves the keys.

Worked example — Maria Santos, one Monday¶

File: Cigna_Remit_Aug24.pdf

Time	What someone did	File	Maria
8:07	Jennifer uploads with Detect & upload, then Process EOB	Confirm layout → Extracting → Extracted	Not fetched
8:12	Mike ticks Maria, Fetch	Extracted	Needs review
8:14	Mike approves claim 18421	Extracted	Approved
8:18	Jennifer posts	Extracted	Posted

James Lee on the same file stays No match the whole morning. The file never becomes “Posted” as a whole — and that is fine.