How to investigate and troubleshoot issues with automated messages
If messages are being sent that is incorrect and should be stopped, follow our Stopping and Fixing Incorrect Automated Messages guide.
Troubleshooting Root Cause:
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Identify the data source:
a. If you manually upload files:
i) Review the last upload to see any warnings: Example Upload with issues
b. If you automatically upload files: Example SFTP
c. If you use an automated API integration: Example non-active API:
2. Identify the source of the setting:
a. Identify the message Type: Click any message to view the message type
b. Identify the Flow or Auto Message: Click any message to view the message type of flow or auto message
c. Identify the data creator: Click any message to view the audit logs
3. Resolve issue on staging to verify: Once the issue is resolved, apply your changes on staging to verify the issue is fixed.
4. Apply settings and resolution steps on the main app: Resync scheduled messages after resolving the issue. On the Console "Sync Messages for Future Events" form, Select the agency from the drop-down list, confirm the checkbox, and click "Run Tool."
5. Switch back the send mode to "Live" mode: From the footer of any screen on the app, switch to live mode.
6) Send a Correction message using Bulk Actions:
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Create a new Bulk Action by following these steps: https://help.ecourtdate.com/en/articles/6442732-how-to-send-a-mass-one-off-message-using-bulk-actions
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Once satisfied with the message and the client list, click the "Live Run" button.
