Affected System: Engage
Date Issue Reported: August 18, 2022
Resolution: Resolved in Sprint 26 - SCORESF-570 (click here to open Issues/Enhancement Sheet)
Description of Issue:
The Engage system failed to send the event surveys for several attendees after the Event Managers have completed the event.
We are currently investigating the root of the issue and will provide an ETA and the resolution as soon as possible.
Root Cause:
Event surveys are managed by a batch process in SCORE Engage that sends out event surveys in batches every minute (i.e. 1 minute). The batch size (i.e. number of events surveys that can be sent at once) limit for Salesforce is 100. Our batch size (i.e. number of events surveys that can be sent at once) were hitting 201 in some cases, which is not allowed according to built-in limits of Salesforce. This resulted in some of the event surveys getting stuck in our email send queue and those surveys never went out.
Resolution:
We updated the batch size (i.e. number of events surveys that can be sent at once) to send no more than 100 event surveys every 30 seconds. This will help to ensure that the batch process runs more frequently (i.e. every 30 seconds) with a “lower” batch size (i.e. number of events surveys that can be sent at once) and that there are always emails being processed. This will ensure email deliverability of the event surveys. The same is true for the session surveys as well.
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ETA has been added
9/21/2022 - ETA updated
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