Start your troubleshooting here
1. Verify ReadyWorks is using the right email address
- If the message was sent according to the TCOMM History, but the user still did not receive the message, next let’s ensure that ReadyWorks has the correct email address for that user.
- Start by reviewing the User Asset and verify the email field found in the appropriate asset against the known proper email address.
- Ensure there are not two User assets for the same person with differing email addresses.
- Either correct the email address value in ReadyWorks by editing the asset or rationalize the duplicate assets for the same person.
- If the User Asset email address is correct then move on to the next step, Step 2.
2. Review the ReadyWorks TCOMM History
- Review the TCOMM History to confirm that your TCOMM was sent by ReadyWorks. Confirm the recipient and template sent.
- Check that this TCOMM wasn’t previously sent by ReadyWorks – ReadyWorks keeps track of who received which TCOMM. This mechanism is how the platform ensures users don’t receive duplicate messages and ruin the End-User experience.
- If the TCOMM History has no record of the TCOMM being sent, then skip to step 3.
It’s important to note that ReadyWorks keeps the history of all TCOMMs sent, including recipient and date/time as well as which template was used.
If the history shows the right message was sent to the right address, then that’s the end of your troubleshooting ReadyWorks as a source of the issue.
This is always the case when things “just stop working,” unless you or someone has made changes to your instance.
To continue troubleshooting the issue outside of ReadyWorks, skip to Step 5
If TCOMM History shows messages were not sent, test ReadyWorks' messaging features for issues
3. Use the TCOMM Template Tester
- As of the May 2023 release of ReadyWorks, a simplified testing feature for TCOMMs has been introduced.
- Instructions on how the TCOMM Template Tester works are found in our Help Pages on this page. We recommend that you send the TCOMM to yourself during this test.
- If the test fails then go to the next step, if you receive the test TCOMM you sent to yourself, then skip to Step 5.
4. Verify your ReadyWorks SMTP Configuration
- If the log shows the TCOMM did not send, and the email address is correct in the User Asset, next confirm SMTP server details within ReadyWorks. The person checking the configuration will require access to the server running ReadyWorks to gain access to the ReadyWorks Server Admin Console.
- Confirm the settings in ReadyWorks and modify them if required.
- If your SMTP is configured correctly, we’ve eliminated ReadyWorks as the root cause of the issue. Next, move to Step 5.
If you’ve eliminated ReadyWorks as the source of the problem, we recommend the following troubleshooting steps
It's important to note that while our Support Resources are happy to assist with problems that prevent your use of ReadyWorks, we are only able to act on the ReadyWorks platform itself.
The Windows OS, server/virtual machine, and all external platforms and data sources are all the responsibility of the Customer.
5. Analyze any downstream Firewalls and Security Systems:
- In most cases when Customers report issues where TCOMMs were working but now aren’t, stopped, the issue resides in a downstream system that processes your messages.
- For example, if you work with the United States Government you are required to implement a standardized intrusion detection system named Einstein, which in the data flow between ReadyWorks and the End-User message recipient changed the hyperlinks in TCOMMs in the interest of security. Similar platforms are in use across many organizations – make sure you are aware of changes that affect your ability to execute.
- This activity requires cooperation with your Corporate Messaging or Network Team to assist.
- Should you wish to engage a ReadyWorks resource with your messaging group, please open a Service Request via the “Submit a Request” link next to your avatar, in the top right-hand side of the page, or email us at support@readyworks.com
6. Check your DNS Settings for the ReadyWorks host:
- Engage your Network team to understand if any changes have been made to your DNS that would cause errors in using your host for message processing.
7. Perform Network Diagnostics:
- Trace the connection from ReadyWorks to the SMTP server to definitively identify any resources SMTP passes through.
8. Evaluate your Corporate Spam Filters and Policies:
- In extreme cases, it may be necessary to whitelist message types, or the ReadyWorks server depending on your deployment architecture.
Preventative Measures to Ensure Problems Don’t Occur
9. As a Stakeholder, gain awareness of Change Management Process decisions
- As stakeholders tasked with efforts driven by security and compliance, your use of ReadyWorks lends value to the entire organization. Ensure you are not blind to changes to the messaging data flow.
10. Implement or gain access to Email Monitoring and Analysis Tools
- As stakeholders in the messaging infrastructure, you should be able to gain access reliably and easily to monitoring reports and any analysis results to diagnose issues. Inclusion in messaging platform alerts would be beneficial too.
11. Skill up your Team with a ReadyWorks Subject Matter Expert
- Our most successful customers have at least one highly skilled individual who is not only familiar with ReadyWorks but also has a deep understanding of your network architecture and the supporting organization. This derives even greater value from your investment and decreased time to deployment.
- Individuals who excel as SMEs are skilled in Business Analysis, SQL, end-user computing, and traditionally integrated data sources (e.g., Active Directory, Intune, ServiceNow, Tachyon 1-E/F)