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Troubleshooting Incident Forward and Scheduled Report Sending
Answer ID 10108   |   Last Review Date 10/30/2018

How do I troubleshoot deliverability issues when Forwarding an incident or sending a scheduled report?

Environment:

Incident Forward failing
Scheduled Report not sending / not received
Oracle Service Cloud, All versions

Issue:

There are a few common issues that can arise when forwarding an incident and/or sending a scheduled report.  This includes:

  • An agent(s) is unable to forward an incident and received an alert regarding the 'From Address'.
  • A 'Forward Failed' error message is received when trying to forward an incident.
  • Email message is received indicating the forwarded or scheduled message did not reach the intended recipients.

Each of these issues comes with its own set of details to check.  The following information will help in troubleshooting as well as provide resolution resources for each of the above scenarios and more.

Resolution:

First, it's important to understand configurations that can impact both the forward incident and scheduled report functionality.  These are:

  • The IFWD_UI_FROM_ADDR  configuration setting specifies the choice of options for the From (Reply-To) address when an incident is forwarded from the Support Console.
  • For scheduled reports, the RPT_FROM_ADDR  configuration setting specifies the email address used when a report is emailed as a subscription or when using the Send To feature.
  • A valid account email address value of the staff member forwarding the incident or who owns the report schedule. 

More information regarding these settings can be found in Answer 2056: Setting the Reply-To Address when forwarding incidents or sending report subscriptions.

Depending upon how the above criteria are set, some unexpected behaviors can occur.  Expand each section below to find more information on identifying and resolving each behavior.

Click the plus sign next to the appropriate heading below to expand that section for viewing.

 Why does one agent receive an error when forwarding an incident? 

Issue: 
One of our agents receives an alert message when trying to forward an incident.
Current system configuration specifies that the sender's email address be used for the 'From Address' when forwarding an incident. Due to this account not having an email address defined, you will not be able to forward an incident.

Resolution:
Depending on site configurations, the staff member's account email address will be used as the From address.  If the account does not have an email value, this alert will appear. See Answer 7419: Incident Forwarding returns alert regarding 'sender's email address' for information on how to resolve this behavior.

 Why are we receiving 'Forward(s) failed' message when trying to forward an incident?

Issue:
A "Forward(s) failed" message is received when anyone tries to forward an incident.

Resolution:
This can occur when the Admin Forward Incident message template is not enabled.  Answer 10359: Receive  provides steps to resolve this error.

 How do we correct the error, "Your message did not reach some or all of the intended recipients"?

Issue:
We received a bounce back email stating the following:
Your message did not reach some or all of the intended recipients.

Resolution:
There are a few possible causes to this behavior.  Answer 2245: Scheduled reports and forwarded incidents are getting blocked steps through each option and provides steps to investigate and resolve.

 How can I get scheduled report data for cached data such as incident performance?

Issue:
Data in the scheduled report received is missing.

Resolution:
It is possible, the report is running before the agedatabase run. Meaning, data has not yet been cached and therefore, unavailable at the time the report schedule is generated.  For information and options to resolved this, refer to Answer 8001: Delayed utility runs and missing scheduled report data.

 Why does my scheduled report fail, but it generates fine within the console? 

Issue:
The schedule report email was received, but includes only this error message:
Unable to deliver scheduled report: Report execution failed

Resolution:
This can be an indication that your schedule is processing too much data.  For information to resolve this behavior, see Answer 6393: Unable to deliver scheduled report: Report execution failed.

 Why does my export to Excel work but my schedule fails because of file size? 

Issue:
When we open a report schedule sent in Excel, a warning message displays:
The file you are trying to open, 'excel Test.xls', is in a different format than specified by the file extension. Verify that the file is not corrupted and is from a trusted source before opening the file. Do you want to open the file now?

Resolution:
This can indicate the size of the attached file is too large to export and send.  Information to resolve this is available in Answer 6443: Unable to deliver scheduled report: Email attachment exceeded allowable size.


Additional information for troubleshooting report schedules can be found in Answer 4784: Popular Answers About Scheduled Reports.  We also encourage our customers to review Answer 2053: Best Practices for Analytics to help avoid or minimize the impacts of some of the scenarios above.

If you are unable to resolve any of these issues using the information provided and need additional assistance investigating, please refer to online documentation or submit a service request to Ask Technical Support.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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