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Reporting and Troubleshooting for "Message Delivery to Some Recipients Failed" Audit Log failures
Answer ID 11957   |   Last Review Date 09/02/2021

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

Creating a report that shows incident-related message failure transactions

  1. For help creating a basic report please refer to Answer ID 2509: Creating a basic custom report.
  2. Open the Reports Explorer and create a standard report with the following tables:
    Transactions
    Joined to Incidents on transactions.id = incidents AND transactions.tbl = 1
  3. 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 Failure (id1)

    Description =  
    8 = response attempt
    14 = forward attempt
    21 = rule forward attempt
    22 = quote attempt
    Expression = transactions.id1

    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 = transactions.id2

    Heading = Description

    Expression = transactions.description

    Heading = Source Hierarchy

    Expression = transactions.source_hierarchy
     
  4. Add additional columns as desired
  5. 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
     
  6. 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)
  7. 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.
  • For id2 = 1 Unknown one possible reason is the Message Template does not have the 'Send' checkbox marked
    see Answer ID 7877: Incident email responses not sending
  • For id2 = 7 the primary contact for the incident was likely invalidated
    see Answer ID 2603: Cannot send response due to invalid email address
  • For 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.