Journeys and Tasks

Delivery of Creatives Is Delayed for a Large Number of Published Tasks

The number of active tasks can affect the time it takes to reload all the task definitions. When there are a large number of active tasks, the delivery of all creatives might be delayed for several minutes after the task is published. This delay is usually imperceptible to customers because they do not know which tasks and creatives they are supposed to receive. Marketers should end or delete any unnecessary tasks in order to reduce the length of time needed to refresh the tasks in the running system.

My Real-time Journey Ended Unexpectedly

Problem: This issue might be caused by ending a spot in a task that is used by a real-time journey. The result is that the task and the journey are completed.

Solution: Verify that none of the tasks in the journey contain a completed spot.

1. Open each task in the journey.

2. On the Content tab of the task, note the name of the spot.
3. Navigate to Spots. Verify the status of that spot.
4. If the spot is complete, create a new spot for the task to use and update the task.

5. Create a new journey that uses the task in the completed journey.

My Task Ended Unexpectedly

Problem: This issue might be caused by ending a spot that is used by the task. The result is that the task is completed.

Solution: Verify that the task does not contain a completed spot.

1. Open the task and navigate to the Content tab.
2. On the Content tab of the task, note the name of the spot.
3. Navigate to Spots. Verify the status of that spot.
4. If the spot is complete, create a new spot for the task to use and update the task.

I Cannot Change the Start Date of My Task

The start date that you set for a task cannot be modified after the task has a status of Scheduled or Active. However, you can change the start date and save it as a new task.

Only Part of My Creative Is Displaying

Navigate to the message that contains the creative. Verify that the character count of the creative's HTML does not exceed 2,048 characters.

Publishing a Task Fails When the Task Uses Targeted Data

Problem: A task does not publish successfully when it is associated with targeted data. Log files contain an error message similar to this:

Task failed to publish. And error in engine log:
com.sas.mkt.decision.engine.ia.tags.ManageTags - NOTE: found no tags.

Solution: When you create a data item that is used for targeting, create the data descriptor using these values:

• Set makeAvailableForTargeting to true.
• Set the name attribute to primary_offer or secondary_offers.
• Set the type attribute to String.

The Total Visitors Count for My Task Is Decreasing

Problem: The Total Visitors Count on the Insights tab of my task has decreased in the past few hours.

Solution: The counts are adjusted over time based on user identity processing. For example, a user might click a creative twice but be signed in during only one of the times that the creative was clicked. SAS Customer Intelligence 360 uses identity processing to ensure that those two actions are attributed only to one user. For more information, see Managing User Identities in SAS Customer Intelligence 360: Administration Guide.

Consecutively Republished Emails Display Only the Most Recent Content

You modified the task content a few times and republished it consecutively, but all emails that are received by the recipients display content only from the most recent update.

This is because if you modify the content and republish a task consecutively before the previous email is delivered, the system does not create a new copy of the original task. Instead, the system overwrites the single, published copy of the task and delivers the latest version of the content. For example, if you republish a task (which contains content blocks) three times, your recipients will receive three emails, all of which display only the latest updated version of the task content.

Unsubscribe Option Is Enabled Through Email Replies But Not Honored

Verify that the reply domain that is configured in the send agent is correctly registered in the system.

Links to Some URLs in My Email Content Are Not Tracked or Redirected Properly

Links that you insert in an outbound message are tracked for the purpose of collecting behavioral data. The system automatically replaces all Href's of the links in the message with a unique URL that points to a domain that is hosted by SAS on the tracking server. The unique code in the tracked link is used to look up the original URL so that an HTTP request can be issued to redirect the link. The redirect request requires the original URL to be passed back in the location response header of the HTTP request. Some browsers do not correctly support headers that contain non-ASCII characters. If the redirection to the original link is for a URL that contains double-byte (non-ASCII) characters, then the browser might display an error. It is recommended that you do not insert links to URLs that contain non-ASCII characters.

The Insights > Reports Tab of My Task or Journey Does Not Contain Any Data

Ensure that the following items are true:

• The task or journey is published.

• Commas are not used in the name. Commas are used as delimiters during analysis of the data. Including a comma in your journey or task can prevent successful analysis.

Emails for Job Summary Notifications Are Not Being Received

If emails for job summary notifications are not being received, the cause might be related to security policies for email servers or your organization. These are the most common circumstances that might cause emails to be blocked:

• by the individual email address. By default, an organization’s email client might move emails about job summary notifications to the spam folder.
• by the distribution list. Distribution lists can be even stricter with routing than individual email addresses. For example, the Microsoft Outlook version of distribution lists (distribution groups) is configured by default to allow only users who are inside the organization to send emails to a distribution group. If the "From" address that is used for a task execution is external, you need to modify the filter settings for the distribution list to allow emails from the "From" address.
• the email address that the email is sent from is blocked. The email address that job summary notifications are sent from is CI360 System Notification <ci360_system_notification@sas.com>.