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Reporting and Troubleshooting for "Message Delivery to Some Recipients Failed" Audit Log failures
Answer ID 11957 |
Last Review Date 11/03/2022
What exactly is the cause of response failures that show "Message Delivery to Some Recipients Failed" in the Incident's Audit Log?
Environment:
Oracle B2C Service, Incident Outbound Email Responses
Issue:
Incident responses are not being emailed to contacts. The Audit Log should show "Response Sent", but instead it shows Failure "Message Delivery to Some Recipients Failed".
Resolution:
There are several reasons why incident responses or forwards may fail. More details about the failures can be found by creating a custom report using the transactions table and focusing specifically on transactions.trans_type = 15 (Message Send Failure) type of failures. While Data Dictionary is very useful for most custom reports, more details of the transactions table is provided in our online documentation (start with Overview of the Transactions Database Table and follow the links provided on that page).
Click the 
next to the appropriate heading below to expand that section for viewing.
Creating a report that shows incident-related message failure transactions
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For help creating a basic report please refer to Answer ID 2509: Creating a basic custom report.
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Open the Reports Explorer and create a standard report with the following tables:Transactions
Joined to Incidents on transactions.id = incidents.i_id AND transactions.tbl = 1 - Add the following columns:
Heading = Reference #
Expression = incidents.ref_no
Heading = Trans_Type
Expression = transactions.trans_type
Heading = Date Created
Expression = transactions.created
Heading = Type of Message (id1)
Description =
8 = response attempt
14 = forward attempt
21 = rule forward attempt
22 = quote attempt
Expression = decode( transactions.id1,8,'8-Response attempt',14, '14-Response attempt',21,'21-Rule forward attempt',22,'22-Quote attempt','other')
Heading = Attribute 2 (id2)
Description =
1. 'Unknown'
2. 'Message disabled'
3. 'No escalation action'
4. 'Escalation disabled'
5. 'Message queued'
6. 'SMTP error'
7. 'No valid recipients'
8. 'Empty thread'
9. 'SMTP - message undeliverable'
10. 'Social monitor response failed'
Expression = decode( transactions.id2,1,'1-Unknown',2,'2-Message Disabled',3,'3-No escalation action',4,'4-Escalation disabled',5,'5-Message queued',6,'6-SMTP error',7,'7-No valid recipients',8,'8-Empty thread',9,'9-SMTP message undeliverable',10,'10-Social monitor response failed','other')
Heading = Description
Expression = transactions.description
Heading = Source Hierarchy
Expression = transactions.source_hierarchy
- Add additional columns as desired
- Create the following 2 report filters:
Name: Created
Run-time selectable (to adjust for your time period of interest) and required (to prevent max joins)
Expression = transactions.created
Operator greater than or equals -3 Months Exactly (relative). Adjust based on personal preference, relative or absolute
Name: Message Send Failures
uncheck 'Make this filter selectable at run time.'
Expression = transactions.trans_type
Operator = equals
Value Type = Constant
Value = Failure
- Add other report options as desired, such as Formatting, Sorting, Dataset, etc. You may also choose to add a schedule with alerts (see Answer ID 1854: Using Alerts when scheduling a report subscription)
- Save and Run.
The report in the section above can then be used to troubleshoot incident-related message failure transactions. After running the report described above, use the Attribute 2 (id2) column to see various reasons for failures.
- id2 = 1 Unknown has a few possible known causes:
- The Message Template does not have the 'Send' checkbox marked
Answer ID 7877: Incident email responses not sending - Mailbox issues, such as not having a default mailbox or the mailbox assigned to the incident is not enabled for Outgoing email or the mailbox assigned to the incident has been deleted
Answer ID 9914: Users receiving 'Send on save can be used only if the incident is associated with a valid mailbox...'
- The Message Template does not have the 'Send' checkbox marked
- id2 = 7 the primary contact for the incident was likely invalidated or disabled
see Answer ID 2603: Cannot send response due to invalid email address or Answer ID 1367: How do I disable a contact record? - id2 = 9 if you hover over the Description column you can usually see the SMTP error code.
For example, when a large file is attached to the incident response it may exceed the limit allowed by the contact's email service provider and show SMTP error 552. SMTP 552 is used for email failures of these types of possibilities: message size exceeding maximum size, file-type isn't allowed, mailbox quota exceeded, illegal attachment, etc. See Answer ID 5355: Message Undeliverable failure in Audit Log
