Purpose
Use this article to help troubleshoot when no contacts or events are recorded or processed in SAS Customer Intelligence 360. The workflow is designed to help gather the right details, validate the configuration, and provide details when opening a case with SAS Technical Support to help resolve the case in a timely fashion.
- Use Case: A tenant previously recorded or processed events or contacts, but those events are now missing, delayed, or not triggering expected journeys or tasks.
- Primary Troubleshooting Objective: Identify where the flow breaks: customer-side generation, external event injection, access point or agent configuration, event association, journey usage, task triggering, targeting, connector endpoint execution, or back-end processing.
Symptoms
- No external events appear to be injected for the tenant.
- Contacts are not created even though you expect a task or journey to generate them.
- A real-time journey or task is not triggering as expected.
- Web events, JavaScript API events, Mobile SDK events, or external events appear to have stopped.
- The flow worked previously and then stopped after a change.
Initial Questions
1. What changed recently?
For example, any recent license changes, website updates, tag changes, agent changes, access point changes, journey or task updates, or customer-side deployment changes. This information is especially important if the flow worked for a long time and then suddenly stopped.
2. When did it last work?
Capture the last known good date and time, including the customer time zone.
3. What event is expected to trigger the behavior?
Identify whether the event triggers a real-time journey, task, external task, or other downstream process.
4. What is supposed to generate the event?
Capture the event name, event ID, source process, task name, task ID, and whether the trigger is an incoming external event.
What process on your side is expected to generate that external event?
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- If a task is involved, identify the task trigger and task ID.
- If the trigger is an incoming external event, capture the external event name and event ID.
5. Share the configuration.
Share screenshots that show the journey, task, event, access point, and what works versus what does not work. For example, "Mobile SDK events are working, but external tasks are not."
6. Provide the agent logs.
Are you using a custom agent or a general agent? Provide the relevant agent log, if an agent is involved.
SAS Customer Intelligence 360 Access Point and Event Association Checks
Which access point is being used, and which events are associated with it? Also, in your environment, confirm the event name, event ID, and type that you use.
In the example below, this information is as follows:
- The access point is General Access Point - zDemo_TS_APN External and the Associations show the events.
- The selected event is JS_One_Event_v1, and the type is External Event.
SAS Customer Intelligence 360 Event, Journey, and Task Checks
When you identify the event, open the event under Events. In the example, open JS_One_Event_v1.
Open the event and navigate to Orchestration ► Usage to identify the items that use the event. In the example, the event is used by JS_Activity_test_agent_v1, which is a real-time journey. Then, capture the URL.
Click the usage item name to open the real-time journey. In the example, open JS_Activity_test_agent_v1.
Tip: Journey URLs include activities. On the canvas, open the event node and confirm that it points back to the same event that you identified earlier.
Confirm that the canvas event references the expected event, such as JS_One_Event_v1. Capture the URL and screenshots if the relationship is unclear.
If the journey flows to a task, right-click the next node on the canvas and click Edit to open the associated task.
In the task, confirm the task name and verify the trigger. In the example, the task is JS_Test_Agent_V1, and Orchestration ► Trigger points back to the journey JS_Activity_test_agent_v1.
Task Configuration Checks
Review the task configuration carefully because a task can be correctly triggered but still fail to produce the expected output due to targeting, exclusions, connector endpoint behavior, or changes in task status.
Trigger
Go to Orchestration ► Trigger and confirm that the task is triggered by the expected journey or event. Capture the URL.
The Orchestration tab ► Trigger points to the journey that triggers the task. (In this example, Journey: JS_Activity_test_agent_v1).
Capturing the URL helps with troubleshooting.
See Tasks ► External Task name ► Orchestration ► Trigger details.
Targeting
Click the Targeting tab and verify eligible criteria and exclusions. This information is important when troubleshooting because an event can be received but no contacts qualify for the task.
Properties
Go to the task Properties tab and capture a screenshot.
Connector Endpoints
Go to Orchestration ► Connector Endpoints and capture the configuration.
Usage
Go to Orchestration ► Usage and check the status and last modified date.
History
Go to Orchestration ► History and capture the history details.
Common Findings
- No external events are injected for the tenant since a specific date.
- You changed the website, JavaScript API implementation, or external event generation process.
- The event is associated with the wrong access point or is not associated with the expected access point.
- The access point appears to use a custom agent or an outdated agent version.
- The journey references the expected event, but the downstream task is not configured as expected.
- Targeting or exclusion criteria prevent eligible contacts from qualifying.
- Connector endpoint settings or task history indicate execution or configuration issues.
- Events are missing, delayed, or stopped at a specific date and time.
Items to Include When Opening a Case with SAS Technical Support
- Include tenant moniker, internal tenant ID, event name, event ID, access point name, agent type and version, journey name, task name, relevant URLs, screenshots, timestamps, and agent logs.
- Clearly identify the last known good date and the first known failure date.