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Duplicate Event Survey and Event Reminder Notification Issue

Asia W.
  • Updated

Date Issue Reported: 12/18/2024 
Resolution Phase: Resolved (1/6/24)
Issue: SCORESF-1159


Latest Update (12/20/24)

We want to provide you with an update regarding the duplicate event survey and event reminder email notifications issue. After further evaluation, we’ve determined that resolving the problem will require extensive testing to ensure a permanent fix. Given the complexity of the issue and the timing, we will need to pause both event survey and event reminder email notifications from our system until January 6th to allow for thorough testing and implementation.

While we pause both of these emails from Engage, please note the following:

  • SMS notifications are not paused. Clients who have opted to receive notifications about an event via SMS will still receive their event reminder texts as expected.
  • Chapters can manually send event reminder emails from Constant Contact if needed during this time using the list automatically created for the event. 

Summary:
Instead of a single confirmation email, registrants are receiving emails for the same event. This issue has been acknowledged by the team and is currently under review by our development team.

Details:

  1. Multiple Survey Emails: After webinar events, clients are receiving multiple survey emails instead of the expected single email. This feature has been paused until Phase Two determines why the sent survey flag wasn't checked.
  2. Email Reminder Duplicate: Phase 2 is investigating, and we suspect the issue might be related to the recently deployed HubSpot integration, which has now been paused.

Current Status:

  • The team is aware of the problem and actively working to identify and resolve these issues, at this time, there is no estimated time for resolution (12/18/24 10:03 AM ET)

  • The development team is currently investigating the issue with the email reminder duplication. We suspect it may be related to the recent HubSpot integration we deployed, which has also been temporarily paused (12/18/24 11:13 AM ET)

  • Testing on 08/28/2024 after upgrading the Heroku Postgres database revealed that this issue is likely due to the application making multiple POST calls to Zoom’s API for a single registration. This may be caused by multiple containers on the server processing the same request at the same time. (12/18/24 12:12 PM ET)

  • We cannot deploy a quick fix today for the event survey and reminder emails, so both will be paused for now. However, SendGrid still has a backlog of unsent emails, meaning clients may continue receiving duplicate survey emails. Unfortunately, SendGrid does not offer a way to stop these scheduled emails. In Phase 2, we will open a ticket to explore if SendGrid can halt them on their end. (12/18/24 1:57 PM ET)

  • We will need more time to resolve this issue and due to it's complexity and need for extensive testing we will have to pause the event email reminder and the event survey until 01/06. We will send out another update to the volunteers. (12/19/24 3:53 PM ET)

We understand the importance of this matter and assure you that addressing it remains a top priority. If you have any questions or receive any client feedback, please don’t hesitate to reach out to help@score.org 

Thank you for your continued support and understanding. We will keep you updated as we approach the resolution.

Best regards,

The Engage Team

 

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