Troubleshooting Automated Messages

How to investigate and troubleshoot issues with automated messages

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Last updated 1 month ago
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How to investigate and troubleshoot issues with automated messages

Troubleshooting Root Cause:

  1. Identify the data source:

    a. If you manually upload files:

    i) Review the last upload to see any warnings: Example Upload with issues

upload error alert messages

b. If you automatically upload files: Example SFTP

SFTP connection failure

c. If you use an automated API integration: Example non-active API:

Example API

2. Identify the source of the setting:
a. Identify the message Type: Click any message to view the message type

message type

b. Identify the Flow or Auto Message: Click any message to view the message type of flow or auto message

Flow message type

c. Identify the data creator: Click any message to view the audit logs

message audit log

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."

Sync Messages for Future Events

5. Switch back the send mode to "Live" mode: From the footer of any screen on the app, switch to live mode.

live mode footer button

6) Send a Correction message using Bulk Actions:

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