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Duplicate email alerts for TRIM 7.1.1150 clients

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Icehouse
Member

Duplicate email alerts for TRIM 7.1.1150 clients

Hi There,

Got a couple sites where some end users are occasionally getting duplicate email alerts for assigned actions.

It's not always happening, and not always to the same users or from the same people who assign the action (only a limited number of users are assigned actions).

 

Has any-one else experienced this?

I've added a new WG server using 7.1.1157 and assigned alerts and emails to this, but the duplicates are still happening.

 

Client and WG servers are all TRIM 7.1.1150

 

Cheers

 

 

11 REPLIES
TOTinQLD
Regular Collector

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Hi Icehouse

 

Check in System Options> Events >E-mail notification for Action Assignee:

You may have both the "Action is first assigned" and "Action is ready to commence or has been reassigned/escalated" ticked?

If they are, it may be why you are being notified twice.  I'd turn off the "Action is first assigned" tick box.

(I'm only using 6.2.4 so may be different in 7.1).

 

Cheers,

TOT

Icehouse
Member

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Hi TOT,

Thanks for the tip, "Action is first assigned" is not checked in system options.

 

Cheers

 

Icehouse

 

Cathy Fyfe
Super Collector

Re: Duplicate email alerts for TRIM 7.1.1150 clients

We have had similar instances with clients receiving duplicate emails in both 7.1 1157 & our previous version 6.2.2 8617.

With our recent upgrade to 7.1 we turned off the first option to reduce the duplication but found that some users  did not recieve a email notification once it was due even though it was sitting in their due tray. We mainly use Action Tracking and this occured when one action was completed and then the next one was activated. 

 We have turned the option back on again but once again we have users getting two emails?? It would be good to find out why it seems to be a little inconsistent.

TOTinQLD
Regular Collector

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Cathy,

Might it have something to do with some Actions being assigned to a Position and others to a Person?

 OR

The Position having the Person's email which is duly nofified and the Person (Child Location) is also notified as being in that Role/Position.... if you get what I mean... (Down to the housekeeping in Locations)

Just some random ideas....

Cheers,

TOTinQLD

Cathy Fyfe
Super Collector

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Good point TOTinQLD, but unfortunately not applicable in our case as we assign to persons only not positions. Good to keep in mind though as this may change in the near future.

Random is sometimes good as you often have to think outside the square :)

TOTinQLD
Regular Collector

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Does the Person's Location have their correct email address? If it's showing up in their Due Tray but no email notification it may have something to do with their email address... another housekeeping issue.
Cheers,
TOTinQLD
Cathy Fyfe
Super Collector

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Will check as some have multiple email addresses but they receive other email notifications such as overdue and other actions that are assigned, usually the ones they don't get are ones that have had a previous action assigned which is completed. I did check that start dates were appropriate which they seem to be, so not sure what is going on. One of lifes little mysteries which will hopefully be resolved at some point.

Icehouse
Member

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Hi Every-one,

Thanks for all your tips and ideas, I've figured it comes down to two things.

 

1) User behaviour - Some users are assigning multiple actions, then completing the first one at the same time.

2) The way TRIM processes the events.

 

“ When an event is queued for example “action made current” and someone completes the action before the event is processed, The first event sends a request to find out the state of the action if it finds that the “action made current”  is now completed…..it will amend the notification to the actions current state…..then the next queued event which was the “action completion” will do the same thing and check the state of the action……………in this case it’s completed so duplicate emails are sent.”

 

Basically as each action is assigned an event is created for it, normally if the previous action hasn't been completed, then an email wouldn't be sent for the next action.

In this case the previous action is completed before any of the events are processed, so when the first event is read, it checks the action and says hey next action is ready, lets send an email. Then a few events later is the actual event that set the second action to be ready for processing, an email is again sent.

 

Sorry if this doesn't make sense to you all, it does to me (because I've been looking at it for so long) and HP have recongnised it as a possible area of concern.

There response is (case 4637183287): 

If you want to put this through as an enhancement it will have to involve changing the whole event processing so you will have to put through a very strong business case as to why you would like the event processing changed and exactly what you propose on what needs to be done.

 

I have run a second WG server that is designated for processing alerts, this potentially reduced the occurance of duplicate emails, but at the same time we discussed the issues with users so they have modified their behaviour as well.

 

Cheers

 

Icehouse
Member

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Have a look in the record audit events and see if multiple actions are being assigned at the same time, then one of them also being closed nearly straight away.
Grundy
Honored Contributor

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Yep, as above, this is a limitation of how event processing works.

 

It's hard to understand without drawing diagrams of how it works, but essentially the event queue (TSEVENTDAT) is just a dumb list of flags to be processed.

 

If some actions/events are created and completed faster than the event processor can process them, the processor wont be able to retrospectively apply old data to the older events. (Because the data has now changed)

 

e.g. Add Action step to record and Complete instantly:

The above to events might create two flags in TSEVENTDAT like:

 

RECORD URI - EVENTTYPE - TIME/DATE

1234  -  10  -  2012011210:00am

1234  -  10  -  2012011210:01am

 

Where EVENTTYPE 10 is simply a flag to tell TRIM to 'Send email notification of current state of Action'.

The processor doesn't know that the first event was for when the Action was added/started or that the second event was for when it was due/completed, it just sends the notification based on the state of the data it can see.

So in scenarios like this where you have more events created in a time period faster than the event processor can process them, you will end up with things like duplicate email notifications stating the same thing about your Action step.

 

Hope that helps and doesn't add to the confusion! :)

 

 



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NOT A HP EMPLOYEE
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INFORMOTION.com.au
Mel Marlow
Regular Collector

Re: Duplicate email alerts for TRIM 7.1.1150 clients

Thanks guys this info is great!

 

We've also had this issue intermitently for years & have never been able to get to the bottom of it.

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