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    Marissa Gonzales
    Survey is not being emailed even though it meets the...
    Topic posted May 30, 2019 by Marissa GonzalesBlue Ribbon: 750+ Points 
    49 Views, 7 Comments
    Title:
    Survey is not being emailed even though it meets the conditions of the rule
    Summary:
    Survey is not being emailed even though it meets the conditions of the rule
    Content:
    Survey is not being emailed even though it meets the conditions of the rule

    I created a survey and launched it.

    I also created an incident rule to trigger the incident to send the survey.  I can see in the incident log that it met the criteria (see screen shot).. except I do not receive the survey email.  We assist multiple agencies, but only want to send surveys to one of them...
    so I am trying to figure out, how to move all solved incident to the solved state but also send survey to this one agency once the incident is in solved status. (see screen shot) 2

    Image:

    Comment

     

    • Sean Austin

      Hi Marissa,

      Couple questions/things to check:

      1.  Have you checked the rule log for one of these incidents to see the path it took through the rule base?  That should at least demonstrate that the rulebase is correct or is not working as intended.
      2.  Are there any frequency/recency settings or any excluded segments defined in the survey that could prevent it from being sent to the primary contact?  The Mailing Exclusions table (exclude_trans) will show if a contact was excluded from the trx mailing if there was a recency or frequency issue.

      Thanks,
      Sean

      • Marissa Gonzales

        Answer - YES.  I see the incident log shows it hits the rule where the send survey email is enabled.
        This is a new survey, and we have not excluded anyone from the survey.

    • Justin

      check to make sure the survey is turned on, and the rules are deployed. 

    • Justin

      and that the incident is in the state that the survey rule is in (that one gets me once in a while)

      • Marissa Gonzales

        What do you mean by this.. "the incident is in the state that the survey rule is in"?

        Is there something in the survey set up that determines what state the incident has to be in for the email to be triggered?

         

    • Marissa Gonzales
      Yes rules are on and survey is launched.
      
    • Sebastiaan Draaisma

      If the rule get's triggered (visible in the log) then rule state is most likely not an issue. Does the transaction log for the incident show that the survey was sent?

      If yes, the survey was sent by the system. Check the rejected email report to see if the email (survey) was rejected. If not rejected it can have arrived in the receivers spam folder.

      If the transaction log does not show the survey was sent, check in the configuration assistant if the marketing mailbox has been enabled and check the mailbox settings if the mailbox has been enabled for outgoing mail.