Editing SystemEvents/Troubleshooting - Revision history

Scarpenter: Replaced content with "=This Content Has Moved House= This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base. We are sorry for the unti..."

2019-01-16T05:35:57Z

Replaced content with "=This Content Has Moved House= This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base. We are sorry for the unti..."

Scarpenter: /* Event Variables / Thresholds */

2017-10-25T05:58:25Z

‎Event Variables / Thresholds

Dcowan: Added System Event Mapping Report Links

2017-02-14T06:14:02Z

Added System Event Mapping Report Links

Scarpenter: /* Processed vs Unprocessed Events */

2014-11-28T02:00:40Z

‎Processed vs Unprocessed Events

Scarpenter: /* Processed vs Unprocessed Events */

2014-09-10T06:32:07Z

‎Processed vs Unprocessed Events

Scarpenter at 06:28, 10 September 2014

2014-09-10T06:28:34Z

Scarpenter at 06:17, 10 September 2014

2014-09-10T06:17:30Z

Scarpenter at 05:57, 10 September 2014

2014-09-10T05:57:44Z

Scarpenter: /* Events Message Queues */

2014-09-10T05:26:16Z

‎Events Message Queues

Scarpenter at 05:24, 10 September 2014

2014-09-10T05:24:01Z

@@ Line 1: / Line 1: @@
-If a customer reports an issue or a problem with an event, there are a few ways you can troubleshoot the issue in order to resolve it.
+=This Content Has Moved House=
-== Event Variables / Thresholds ==
+This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base.
-== Processed vs Unprocessed Events ==
+We are sorry for the untidiness while we are shifting locations and we appreciate your patience during the transition to our new home.
-It is first important to understand the difference between an event that has been processed and one that has been created but not yet processed. There are a few reasons Emersion queue events and delay processing them. Examples include:
+[https://resources.emersion.com/display/EKB/Troubleshooting+Events Take me to the Emersion Knowledge Base article]
-* SMSs to be sent only during 'safe' times. For example, not during the middle of the night.
+[[file:new_home_sm.jpg|900px]]

@@ Line 2: / Line 2: @@
 == Event Variables / Thresholds ==
-You may utilise the [[System Event Mapping Report]] to determine your configured System Event Mappings and their associated thresholds. This report will also advise if the event mappings have enabled or disabled (or simply not created) "action mappings" as well as how many message and/or sms templates may exist.
+You may utilise the [https://resources.emersion.com/display/EKB/System+Event+Mapping+Report System Event Mapping Report] to determine your configured System Event Mappings and their associated thresholds. This report will also advise if the event mappings have enabled or disabled (or simply not created) "action mappings" as well as how many message and/or sms templates may exist.
 == Processed vs Unprocessed Events ==

← Older revision		Revision as of 06:14, 14 February 2017
Line 1:		Line 1:
	If a customer reports an issue or a problem with an event, there are a few ways you can troubleshoot the issue in order to resolve it.		If a customer reports an issue or a problem with an event, there are a few ways you can troubleshoot the issue in order to resolve it.
		+
		+	== Event Variables / Thresholds ==
		+	You may utilise the [[System Event Mapping Report]] to determine your configured System Event Mappings and their associated thresholds. This report will also advise if the event mappings have enabled or disabled (or simply not created) "action mappings" as well as how many message and/or sms templates may exist.

	== Processed vs Unprocessed Events ==		== Processed vs Unprocessed Events ==

@@ Line 8: / Line 8: @@
 * When an event sends a message to a service number it may also be configured to send a message to the primary contact of the account. If these are the same, Emersion's events system will create two events, but only send one. In this instance, two events are noted, only one is processed.
-By default, Emersion will not send SMS events between 8:00am - 9:00pm 7 days a week. This can be altered for a given Service Provider if different times are preferred.
+By default, Emersion will not send SMS events between 8:00pm - 9:00am 7 days a week. This can be altered for a given Service Provider if different times are preferred.
 == Where Events can be seen in Cumulus ==

@@ Line 7: / Line 7: @@
 * SMSs to be sent only during 'safe' times. For example, not during the middle of the night.
 * When an event sends a message to a service number it may also be configured to send a message to the primary contact of the account. If these are the same, Emersion's events system will create two events, but only send one. In this instance, two events are noted, only one is processed.
 == Where Events can be seen in Cumulus ==

@@ Line 1: / Line 1: @@
-If a customer reports an issue or a problem with an event, there are a few ways you can assist the customer troubleshoot the issue.
+If a customer reports an issue or a problem with an event, there are a few ways you can troubleshoot the issue in order to resolve it.
-== Processed vs Unprocessed events ==
+== Processed vs Unprocessed Events ==
 It is first important to understand the difference between an event that has been processed and one that has been created but not yet processed. There are a few reasons Emersion queue events and delay processing them. Examples include:
@@ Line 10: / Line 10: @@
 == Where Events can be seen in Cumulus ==
-There are three areas in Cumulus you may want to check in relation to troubleshooting events.
+There are three areas in Cumulus you may want to check when troubleshooting events.
 === Customer Notes ===
@@ Line 66: / Line 66: @@
-=== Why do I need these? ===
+=== Why do I Need These Tools? ===
 We provide numerous ways for you to assist troubleshoot with your client the following types of issues:
-Ascertain whether an Emails and SMSs was sent by Emersion - can be sent (processed), not yet sent (scheduled), was not sent (no record).
+* Ascertain whether an Emails and SMSs was sent by Emersion - can be sent (processed), not yet sent (scheduled), was not sent (no record).
+* Emails and SMSs received from clients containing information that is inaccurate or incorrect - Verify what the message contained for an event that was sent on a given date.
-Emails and SMSs received from clients containing information that is inaccurate or incorrect - Verify what the message contained for an event that was sent on a given date.
+* Why an SMS or email wasn't received - Emersion has no control over messages once they leave Emersion's system. Emersion cannot guarantee delivery of an email or SMS.
 === Other Things to Check ===
@@ Line 82: / Line 80: @@
 '''1. Are the customer's details still correct?'''
-Check the email address or phone number you have recorded against the customer.
+Check the email address or phone number you have recorded against the customer, and the service particularly if the event is a service-based event.
 '''2. Is the event sending the SMS or email to a ''different'' delivery address or number than the customer was expecting it to go to?
@@ Line 90: / Line 88: @@
 '''3. Is the event Enabled?'''
-Check the Event configuration.
+Check the Event's configuration & settings.
 == Enabling Extended Logging ==
-To enable the Extended Logging function for events, you will need to alter the Event configuration. You will need to do this for each event where Extended Logging is required. Please note that not all events use Extended Logging.
+To enable the Extended Logging function for events, you will need to alter the Event configuration. You will need to do this for each event where Extended Logging is required. Please note that not all events utilise Extended Logging, and most of the logging that occurs can be seen in the Customer > Notes tab.
 Navigate: Events > Template > Mappings - This will open the Event Action Mapping List.
@@ Line 100: / Line 98: @@
 Find the event you wish to enable Extended Event logging for
-Under the Actions column, click ''Edit''
+Under the '''Actions''' column, click ''Edit''
 [[File:Events-extended-logging.png]]
-On the Edit Event Action Mapping screen, change the Extended Event Logging setting to '''Enabled'''.
+On the ''Edit Event Action Mapping'' screen, change the Extended Event Logging setting to '''Enabled'''.
 '''Save''' your changes.
@@ Line 110: / Line 108: @@
 == Seeking Further Help ==
-If after using the above resources, you are unable to resolve the problem, you can log a support ticket with Emersion. Include the customer ID, Event type, relevant dates & times, and all investigations you have undertaken to try to resolve the issue with the customer yourself. Please be aware that if you have not taken any steps at all to troubleshoot the issues with the events, we will simply return the ticket to you as Insufficient Info with direction to this article.
+If after using the above resources, you are unable to resolve the problem, you can log a support ticket with Emersion so we can assist you further. When logging a potential fault with Emersion regarding events, please include:

@@ Line 1: / Line 1: @@
 If a customer reports an issue or a problem with an event, there are a few ways you can assist the customer troubleshoot the issue.
 == Processed vs Unprocessed events ==
@@ Line 11: / Line 7: @@
 * SMSs to be sent only during 'safe' times. For example, not during the middle of the night.
 * When an event sends a message to a service number it may also be configured to send a message to the primary contact of the account. If these are the same, Emersion's events system will create two events, but only send one. In this instance, two events are noted, only one is processed.
 === Customer Notes ===
@@ Line 34: / Line 34: @@
 On the Message queue, filter the results by:
-* Account ID - Returns events processed for an account
+* Account ID - Returns events for an account
-* Account name - Returns events processed for an account
+* Account name - Returns events for an account
-* Event type - Returns events processed for a given type of event
+* Event type - Returns events for a given type of event
-* Creation date - Returns events processed from the Creation date to the last date an event was processed
+* Creation date - Returns events from the Creation date to the last date an event was processed
-* Account profile name - Returns events processed for accounts attached to a given account profile
+* Account profile name - Returns events for accounts attached to a given account profile
-* Processed flag - Returns messages created by the system and is waiting to be sent (Processed = Yes) or created and are yet to be sent by the system (Unprocessed = No).
+* Processed flag - Returns messages created by the system and are waiting to be sent (Processed = No) or created and have been sent by the system (Unprocessed = Yes).
 [[File:Events-MessageQueueEmail.png]]
@@ Line 49: / Line 49: @@
 Navigate: '''Reports > Finance'''
-There are two reports that can assist you regarding Events:
+There are two reports that can assist you regarding Events. These contain similar, but slightly different information on the event.
 * Events SMS sending log
-* Events email sending log
 [[File:Events-Reports.png]]
 === Why do I need these? ===
@@ Line 83: / Line 91: @@
 Check the Event configuration.
 == Enabling Extended Logging ==
@@ Line 104: / Line 107: @@
 '''Save''' your changes.

← Older revision		Revision as of 05:57, 10 September 2014
Line 4:		Line 4:

	There are three areas in Cumulus you may want to check in relation to troubleshooting events.		There are three areas in Cumulus you may want to check in relation to troubleshooting events.
		+
		+	== Processed vs Unprocessed events ==
		+
		+	It is first important to understand the difference between an event that has been processed and one that has been created but not yet processed. There are a few reasons Emersion queue events and delay processing them. Examples include:
		+
		+	* SMSs to be sent only during 'safe' times. For example, not during the middle of the night.
		+	* When an event sends a message to a service number it may also be configured to send a message to the primary contact of the account. If these are the same, Emersion's events system will create two events, but only send one. In this instance, two events are noted, only one is processed.

	=== Customer Notes ===		=== Customer Notes ===

@@ Line 23: / Line 23: @@
 The Message Queues show you all events across your entire customer base. Use the filters at the top of the screen to refine your list and find the events you are looking for.
-<b>Event Message Queue</b>
+<b>Message Queue filters</b>
 On the Message queue, filter the results by:
-* Account ID - Returns events processed against an account
+* Account ID - Returns events processed for an account
-* Account name - Returns events processed against an account
+* Account name - Returns events processed for an account
 * Event type - Returns events processed for a given type of event
 * Creation date - Returns events processed from the Creation date to the last date an event was processed
@@ Line 35: / Line 35: @@
 [[File:Events-MessageQueueEmail.png]]
 '''Note:''' You must have SMS Events enabled by Emersion in order to use the SMS event functionality. This is not enabled by default since access fees and a charge per SMS applies. If you wish to enquire about the SMS events functionality, please contact Emersion Sales at [mailto:sales@emersion.com.au sales@emersion.com.au]

@@ Line 2: / Line 2: @@
 == Where Events can be seen in Cumulus ==
 === Customer Notes ===
-In the '''Customer > Notes''' tab you can see a list of all Events that have been performed against the customer.
+In the '''Customer > Notes''' tab you can see a list of all Events that have been performed against the customer. You will also see events that were created but were failed to be sent for that customer along with any associated error messages.
 [[File:Events-CustomerNotesSection.png]]
 Click '''View''' to see further details.  Click '''Edit''' to edit or add further details to the Event note.
@@ Line 18: / Line 19: @@
 Navigate: '''Events > Message Queue'''
-There are two message queues in Cumulus, one each for email and SMS events respectively. The queues show both Events that have processed and unprocessed, meaning that they are scheduled to fire.
+There are two message queues in Cumulus, one each for email and SMS events respectively. The queues show both Events that have processed and unprocessed. Processed events have been sent by the system. Unprocessed events have been created by the system but have not yet been sent.
 [[File:Events-MessageQueueEmail.png]]
-The Message Queues show you all events across your entire customer base. Use the filters at the top of the screen to refine your list and find the events you are looking for.
+<b>SMS Queue</b>
 '''Note:''' You must have SMS Events enabled by Emersion in order to use the SMS event functionality. This is not enabled by default since access fees and a charge per SMS applies. If you wish to enquire about the SMS events functionality, please contact Emersion Sales at [mailto:sales@emersion.com.au sales@emersion.com.au]