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| − | 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.
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| − | == Processed vs Unprocessed Events ==
| + | This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base. |
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| − | 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:
| + | We are sorry for the untidiness while we are shifting locations and we appreciate your patience during the transition to our new home. |
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| − | * SMSs to be sent only during 'safe' times. For example, not during the middle of the night.
| + | [https://resources.emersion.com/display/EKB/Troubleshooting+Events Take me to the Emersion Knowledge Base article] |
| − | * 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.
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| − | 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.
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| − | == Where Events can be seen in Cumulus ==
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| − | There are three areas in Cumulus you may want to check when troubleshooting events.
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| − | === Customer Notes ===
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| − | 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.
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| − | [[File:Events-CustomerNotesSection.png]] | |
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| − | Click '''View''' to see further details. Click '''Edit''' to edit or add further details to the Event note.
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| − | This requires the event to have Extended Logging enabled. See below how to enable Extended Logging for an event.
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| − | === Events Message Queues ===
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| − | Navigate: '''Events > Message Queue'''
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| − | 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.
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| − | 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.
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| − | <b>Message Queue filters</b>
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| − | On the Message queue, filter the results by:
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| − | * Account ID - Returns events for an account
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| − | * Account name - Returns events for an account
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| − | * Event type - Returns events for a given type of event
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| − | * Creation date - Returns events from the Creation date to the last date an event was processed
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| − | * Account profile name - Returns events for accounts attached to a given account profile
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| − | * 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).
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| − | [[File:Events-MessageQueueEmail.png]]
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| − | '''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]
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| − | === Event Reports ===
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| − | Navigate: '''Reports > Finance'''
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| − | There are two reports that can assist you regarding Events. These contain similar, but slightly different information on the event.
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| − | * Events email sending log
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| − | * Events SMS sending log
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| − | <b>Message Queue filters</b>
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| − | On the Message queue, filter the results by:
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| − | * Account name/ID - Returns events for an account
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| − | * Message phrase - Returns events with a specific word or word(s) in the subject, the sender or in the message content. This filter functions as a keyword search
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| − | * From and To dates - Returns events processed between a given date range
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| − | * Message sent flag - Returns messages created by the system and is waiting to be sent (Sent = No) or created and have been sent by the system (Sent = Yes)
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| − | [[File:Events-Reports.png]]
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| − | === Why do I Need These Tools? ===
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| − | We provide numerous ways for you to assist troubleshoot with your client the following types of issues:
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| − | * Ascertain whether an Emails and SMSs was sent by Emersion - can be sent (processed), not yet sent (scheduled), was not sent (no record).
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| − | * 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.
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| − | * 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.
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| − | === Other Things to Check ===
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| − | Here are some basic checking that should always occur when a customer reports problems with an event.
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| − | '''1. Are the customer's details still correct?'''
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| − | 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.
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| − | '''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?
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| − | Some events can send SMSs to the email address or a number associated with the service while other events can only send messages to the primary contact of the Account. In most cases, Emersion allows you to choose from a list of options. Check the Event configuration to see how the event was set up by your Administrators.
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| − | '''3. Is the event Enabled?'''
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| − | Check the Event's configuration & settings.
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| − | == Enabling Extended Logging ==
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| − | 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.
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| − | Navigate: Events > Template > Mappings - This will open the Event Action Mapping List.
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| − | Find the event you wish to enable Extended Event logging for
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| − | Under the '''Actions''' column, click ''Edit''
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| − | [[File:Events-extended-logging.png]]
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| − | On the ''Edit Event Action Mapping'' screen, change the Extended Event Logging setting to '''Enabled'''.
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| − | '''Save''' your changes.
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| − | == Seeking Further Help ==
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| − | 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:
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| − | * Relevant customer IDs
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| − | * Relevant Events and Event type(s)
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| − | * Relevant dates & times around the event
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| − | * What your expectations were/are
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| − | * What actually happened. What did you actually observe.
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| − | * From what the customer reported to you (if relevant), what were you able to verify yourself in cumulus in the Event message queue or Event sending log report?
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| − | * The steps to reproduce the issue (if possible)
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| − | * If the event issue is regarding a template or configuration, please include the Event type and Event Template IDs you are having trouble with.
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| − | Include 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 issue yourself, we will simply return the ticket to you with a link to this article.
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This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base.
We are sorry for the untidiness while we are shifting locations and we appreciate your patience during the transition to our new home.
