Article ID: 121161, created on Apr 18, 2014, last review on May 30, 2016

  • Applies to:
  • Business Automation

Symptoms

There is a notification schedule configured, but the notification was not sent out.

Cause and resolution:

  1. Make sure the service plan the subscription is based on (or subscription period) has the required Notification Schedule assigned (can be seen in the service plan/subscription period settings).

    If not - assign it.

  2. Make sure the schedule details (send condition, applicability) correspond to the subscription in question (e.g. the subscription shall be without autorenew if a specific schedule detail is applicable to "Not Auto-Renewing Subscriptions", the send time and the number of days shall correlate to the date you expect a notification to be sent, etc).

    For example, the domain expiration notification schedule:

    Before Expiration       30      Domain Renewal Notice - Non AutoRenew   Renewal Order is not placed     Not Auto-Renewing Subscriptions Yes
    Before Expiration       15      Domain Renewal Notice - Non AutoRenew   Renewal Order is not placed     Not Auto-Renewing Subscriptions Yes
    Before Expiration       5       Domain Renewal Notice - Non AutoRenew   Renewal Order is not placed     Not Auto-Renewing Subscriptions Yes
    Before Expiration       10      Domain Renewal Notice - Non AutoRenew   Renewal Order is not placed     Not Auto-Renewing Subscriptions Yes
    Before Expiration       2       Domain Renewal Notice - Non AutoRenew   Renewal Order is not placed     Not Auto-Renewing Subscriptions Yes
    

    Expiration date for subscription #XXXXXX was set to 15-Nov-2013. Based on the domain expiration notification scheduled, the first expiration notification should be sent out to customer on 15-Oct-2013 provided that no subscription renewal placed earlier that 15-Oct-2013. However, before reached 15-Oct-2013, the customer placed a renewal order on '16-Sep-2013' (before earliest date of notification schedule date). So, no condition has been met and the customer did not get any notification about the domain expiration.

  3. Check that in the notification schedule there is only one detail with the satisfying conditions for the same send date. Having several similar details in one schedule will result in only one notification to be sent out.

    It is required to reconfigure the notification schedule - leave only one of the details with the same send date. There is a feature request with id #PBA-48612 ("Ability to send several notifications on the same day").

  4. If all above is correct, then check if there were any attempts to send a notification.

    Home> Operations> Tasks
    

    search by Event Type Scheduled Subscription Notification, Parameters <SubscriptionID>. If events were found, it means the system did attempt to send a notification, but could not due to some reason.

    To find out a reason check /usr/local/bm/log/MESSAGE.log (in BA 5.5) or /usr/local/bm/scheduler.log (in BA 6.0) for the date of the event. Find a method NotifyScheduledSubscription with the arguments ScheduleID and subscription ID, e.g.

    [14-08-30 05:17:29.993 Worker1.225 RQ952050 NTE] Entering method MESSAGE_Container::Worker1.225.NotifyScheduledSubscription(user = -1, transaction = 859548, SID = 0, lang = en, LP)
    [14-08-30 05:17:29.994 Worker1.225 RQ952050 NTE]        2 input arguments :
                int32_t: 102
                int32_t: 1031234
    

    searching by thread id (RQ952050 in this case), find the end of the method execution and check for the reason the notification was not sent out.

    Among known reasons there is:

    a) empty from/to address, e.g.:

    Can't send message from account #1000001 to account #1001234. The from or/and to address is empty.
    

    which means the notification did not reach the customer because the placeholder for the address set in the notification template was empty.

    b) umatched condiitons, e.g.:

    "Notification was not sent due to unmatched condition. "
    

    which means the notification did not reach the customer because the condition set in the notification template returned false.

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