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Reporting and Troubleshooting for "Message Delivery to Some Recipients Failed" Audit Log failures
Answer ID 11957   |   Last Review Date 05/28/2022

What exactly is the cause of response failures that show "Message Delivery to Some Recipients Failed" in the Incident's Audit Log?


Oracle B2C Service, Incident Outbound Email Responses


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".  


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:
    Joined to Incidents on = incidents.i_id 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 (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
  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.