Problem

Your customer has reported an issue whereby they are not receiving event notifications messages (via Email or SMS). Emersion provides several told and methods for you to assist troubleshoot the following types of event-related issues:

• Ascertain whether an Emails and SMSs was sent by Emersion - can be sent (processed), not yet sent (scheduled), or not sent (no record exists).
• 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.

Solution

The way to solve the issue will depend on the cause. Following this step-by-step troubleshooting guide will assist you to resolve the issue in the majority of cases.

Step 1: Check the Basics

Check the basic information for the recipient is correct.

Are the recipient's details still correct?

Check the email address or phone number you have recorded against the recipient's contact record. 

• Some events are account-based, meaning they are notifications regarding, or to do with, the account.  For example, the Account Created event will fire a notification when a new account is created in Emersion. This is intended to go to the primary contact of the account and is used to provide a welcome to your new customer.
• Some events are service-based, meaning they relate to the service in question.  For example, the Bolt-on Activation event is fired when a customer's bolt-on is activated. Bolt-ons are specific to a single service. It has no direct relationship to the account, or the account contact. Therefore, it will send the notification to the contact associated with the individual service (Service-level contact)
• Some events are function-based, meaning they relate to a function or module. For example, some Service Desk events, such as the Outbound Email extension will notify the ticket creator, rather than a contact associated with the account or the service.

Update any information that is incorrect.

Is the event sending the SMS or email to a different delivery address or number than the customer was expecting it to go to?

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

Step 2: Check the event configuration

You may wish to utilise the System Event Mapping Report to ascertain most of the information needed in this section. This report will also advise if the event mappings are enabled or disabled, if "action mappings" exist and how many templates have been created.

Is there a template?

If no template has been created, a notification will not be received.

Is the event mapping enabled?

Check the event's configuration to ensure the event is enabled to fire when it's triggering conditions are met. Click here for assistance on how to do this.

Is the account (or service to which belongs to the account) linked to an Account Profile where a system event mapping has not been provided?

Most event types in Emersion are bound to a specific account profile.  This means that if you have multiple account profiles, you will need a separate set of events for each account profile in use.  If the customer is linked to an account profile where no event(s) have been mapped, configured and enabled, the event will not be triggered.

If this is the case, you will need to raise a ticket with our Emersion Support team to rectify the matter.

Is the email sender address correct?

When configuring an email message template, you are required to enter a Sender address. This must be a valid email address and ideally from a domain you have control of. Emersion will be sending mail "on behalf of" this domain.

You may (and are recommended to) add an SPF record to this domain's DNS configuration. See Emersion IP Addresses and openspf.org.

For example: accounts@myprovider.com where you have access to and control of the myprovider.com domain.

Step 3:  Check the event was created and if it has been processed

Two event message queues in Cumulus are provided to assist in seeing:

• Which events have been triggered (created)
• Which events have been created but remain unprocessed
• Which events have been created and processed.

For further information regarding processed and unprocessed events, click here. 

For detailed help on the Message Queues themselves, see this article

The following reports may also assist in this regard and do not require access to the Events module directly. These reports can export the same data as the Event Message Queues.

For email-based messages, if you can see that the message has been sent but the customer still has not received an email (and the other troubleshooting steps have been checked)

Step 4:  Seek Help From Emersion

If you have stepped through all of the above and are still unable to resolve the matter, please raise a support ticket with Emersion.  Please include the following information to ensure we can investigate your issue promptly.

• Relevant customer IDs
• Relevant Events and Event type(s)
• Relevant dates and times around the event
• What your expectations were/are
• What actually happened. What did you actually observe.
• 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?
• The steps to reproduce the issue (if possible)
• If the event issue is regarding a template or configuration, please include the Event type and Event Template IDs you are having trouble with.

Include all investigations you have undertaken to try to resolve the issue with the customer yourself.

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