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    MikeA
    End of survey creates incident but won't send incident...Answered
    Topic posted January 9, 2019 by MikeA Gold Medal: 3,500+ Points 
    132 Views, 7 Comments
    Title:
    End of survey creates incident but won't send incident receipt email
    Summary:
    Incident created via end of survey options is failing to send receipt email
    Content:

    I have a Website Link type survey that creates an incident. That incident successfully triggers a server rule which is supposed to assign a queue, notify the assignee, and send incident receipt to the contact record. The contact record is associated via email address field on the survey form. Everything works fine except the incident receipt fails to send to the contact.

    The entry in the audit log is says "Message delivery to some recipients failed."

    The email address of the contacts we tested are valid/working. Also, all further communication between agent and contact goes through fine.

    Is there some sort of configuration setting or security measure in place that could be preventing the sending of the incident receipt? 

    Thanks in advance...

    Best Comment

    MikeA

    For those who are interested, Oracle support determined the ability to send a receipt email of an incident that was created via survey submission is not possible without applying a paid customization. 

    Comment

     

    • Sean Austin

      Mike - does your site use the newer message templates or the old-school interface notifications for these emails?

      Thanks,
      Sean

    • MikeA

      Hi Sean, thanks for the reply. Yes, I should've mentioned that we are in fact using the newer message templates and they are active/deployed. In other words, the Incident Receipt message works fine in other scenarios. 

    • Sean Austin

      Hmmm....the next thing that comes to mind are the rule log entries; I assume this is an incident rule that sends the email - does it appear that the rulebase is executing as expected when you look at the rule log for one of these incidents?

    • MikeA

      The only rule it hit was the one it was supposed to which has an action to send the receipt email. It successfully triggered all the other options in the rule but just not the receipt. For whatever reason the system is preventing the receipt email from going out in this particular case. Very bizarre. I may kick this up to support, but wanted to ping the community first. 

    • Sebastiaan Draaisma

      Check if the mailbox used to send the receipt mail has been enabled for outgoing mail.
      Also make sure the incident has a mailbox assigned to it. (double check with a report)

    • MikeA

      Yes, the outgoing mail setting on the mailbox is enabled and works as intended through all other intended actions. 

      Thanks for the responses! I'll leave this open in case someone comes across this and has a solution. 

    • MikeA

      For those who are interested, Oracle support determined the ability to send a receipt email of an incident that was created via survey submission is not possible without applying a paid customization.