What changed
When the CRM hands a patient to the clinical team, the follow-up work can now be created directly in Ritten instead of being phoned or e-mailed across:
A CRM Task can be sent to Ritten as a Ritten task, assigned to the right Ritten staff member, and it is also placed on the patient's chart calendar.
A CRM Event (meeting, call) can be sent to Ritten as a calendar event on the patient's chart, with the patient and the staff member as guests.
A workflow can create the Ritten task automatically when an Opportunity meets a condition, for example when it reaches a stage.
Sending the same task twice does not create a duplicate: a re-send updates the task already in Ritten, and only an explicit "Re-send" creates a second one.
One thing to know about Ritten: its task list has no field for the patient, so a task cannot be attached to a chart the way a document is. The CRM compensates in two ways — the patient's name is added at the front of the task title, and a companion calendar event (which Ritten does let us attach to the patient) is placed on the patient's chart calendar at the task's start and due time.
Before you start (administrators)
1. Settings › EMR › Ritten tab. Make sure the Ritten account is connected (green check).
2. In the "Staff for Tasks" row click "Fetch Staff". The CRM pulls Ritten's staff directory. Staff whose e-mail matches exactly one CRM user are mapped automatically. Repeat this whenever staff join or leave Ritten.
3. Click "View Staff Mapping". For each Ritten staff member choose the CRM user they correspond to, and pick ONE "Default assignee": the Ritten staff member who receives
tasks whose CRM assignee has no mapping. Choose "No default" if unmapped users should be blocked instead. Save.
4. Settings › Roles: only roles with "Push to EMR" enabled see the Ritten checkbox and links.
When a mapped staff member is no longer in Ritten, the mapping screen marks the row "Needs review" after the next Fetch Staff, and any task for that user is blocked with a
message until you pick someone else.
Create a Ritten task from a CRM Task
1. Open an Opportunity that is linked to a Ritten patient and click "Add Task" (or use Calendar › Task). Fill the subject, assignee, dates, priority and description as usual.
2. Tick "Also create this task in Ritten" and Save.
3. Two messages appear: the usual "Task created" and the Ritten result, for example "Task created in Ritten. It was also placed on the patient's chart calendar (guests: the patient and the assignee)."
4. In Ritten the task appears in the assignee's task list. Its title starts with the patient's name, the description ends with a line naming the CRM Opportunity, and the priority, status and due date follow the CRM task. The companion event appears on the patient's chart calendar and on the assignee's calendar at the CRM task's start and due time (a one-hour slot at 09:00 on the due date when the task has no times).
Send an existing CRM Task, update it, or send it again
1. Open the CRM Task and choose "Send Task to Ritten" from the "…" menu at the top right of the record.
2. If the task was never sent, it is sent straight away.
3. If it was sent before, a dialog "Already sent to Ritten" offers:
Update Existing: refreshes the Ritten task with the CRM changes (title, description, priority, status, due date, assignee). The companion calendar event keeps its original time and text, because Ritten's calendar events cannot be edited from outside Ritten.
Re-send: creates a fresh task and a fresh calendar event; the earlier ones stay in Ritten.
Cancel: nothing is sent.
Create a Ritten calendar event from a CRM Event
1. Open the linked Opportunity and click "Add Event" (or Calendar › Event). Fill the subject, start and end, assignee and description.
2. Tick "Also create this event in Ritten" and Save.
3. In Ritten the event appears on the patient's chart calendar and on the assignee's calendar at the CRM event's start and end. No Ritten task is created for a CRM Event.
4. To send an existing CRM Event choose "Send Event to Ritten" from its "…" menu. An event that was already sent cannot be changed in Ritten from the CRM: the dialog offers Re-send (a new event; the earlier one stays) or Cancel.
Create Ritten tasks automatically with a workflow
1. Settings › Workflows › Intake Opportunity workflow › Add Action › "Create EMR Task". The action is offered only while a Ritten account is connected.
2. Fill in the action:
Action Title: the name of this action inside the CRM only.
Task title: the Ritten task's title. Merge tags such as $potentialname$ are replaced with the Opportunity's data. The patient's name is added at the front automatically.
Description: the Ritten task's description, merge tags replaced, with the line naming the CRM Opportunity added automatically.
Assign to: "The Opportunity's assigned user" goes through the Staff Mapping (an unmapped user falls back to the default assignee); "A specific Ritten staff user" uses the next field; "The default Ritten assignee" uses the default set in the Staff Mapping.
Ritten staff user: used only when "A specific Ritten staff user" is chosen. Priority: Low, Medium or High; "Ritten default" lets Ritten apply Medium.
Due in days: the due date is the day the workflow fires plus this number; leave it empty for no due date.
3. Save. Each Opportunity gets ONE Ritten task per action: when the workflow fires again for the same Opportunity, the existing task is updated if something changed and left alone otherwise. Add a second action if you need a second task.
What the messages mean
"Task created in Ritten …" / "Event created on the patient's chart calendar in Ritten …" — done; the item is in Ritten.
"… to the default Ritten assignee" — the CRM assignee has no mapping, so the default assignee received the task.
"This task is already in Ritten … and nothing has changed." — nothing was sent; Ritten already has the current version.
"The Ritten task was updated — no duplicate was created." — you chose Update Existing after changing the CRM task.
"This Opportunity is not linked to a Ritten patient yet …" — create the patient in Ritten from the Opportunity first.
"The assigned CRM user is not mapped to a Ritten staff user and no default assignee is configured …" — map the user or set a default in Settings › EMR › Ritten › Staff Mapping.
"… is no longer active in Ritten …" — the mapped staff member left Ritten; correct the mapping.
"Ritten does not recognise the assigned staff user (HTTP 404) …" — same cause, discovered by Ritten at send time; the mapping row is flagged for review.
"This task is related to more than one patient or Opportunity …" — set the task's "Related To" to the Opportunity for this patient and send again.
"The calendar event on the patient's chart could NOT be created …" — the task itself was created; Re-send creates a fresh task with its event.
Where to look when something did not arrive
Settings › Dazos Logger › service "ritten-api". Every send, update, skip and failure is recorded with the record ids and a reason code (never the task text). Administrators also see, in the browser's developer tools (Network tab response and Console), the exact request the CRM sent to Ritten for their own action.