SMS Received On Mobile Status Not getting Updated

[krishnakanth_patnaik_cc]

Hi,

The functionality to update Status from "Sent" to "Received on Mobile" used to work.

It suddenly stopped working.

We raised this with Adobe team as well. 

We checked in nms:providerMsgId, and the status is showing as "Received on Mobile". But the same status is not getting updated in Delivery logs.

Did anyone face this issue. Is there any script or workflow which is being used in Back end to check this status and update it?

Any documentation for this will help.

We checked from SMS Vendor the data is coming from their side and getting updated in NMSProvider but not in Delivery logs

Thanks,

Krishna

[aggabhi · Accepted solution]

Hi @krishnakanth_patnaik_cc ,

It seems that you are getting Deliver_SM from vendor correctly, The
identifier is stored in the providerId field of nms::providerMsgId and this is linked to broadLogId and deliveryId.

Matching operation between these 2 tables done by SMS process which is not working.

There is only 3 reason for same :-

1. Check that the sms process is up and running: check in the process list in the monitoring section of the console home page (you
can also use the "ps aux" linux command). Restarting the sms process will make it poll the web server immediately,

2. Check the regex which you have put in external account, seems regex which you are put in external account are not correct. Regex is responsible for reading the format of SR and if format doesn't match then it will fail to update the same.

3. Also make sure you do not have any other external account with same server+userid+ port number is not active on prod or in stage.

Regards

Abhishek

[krishnakanth_patnaik_cc]

The inputs you provided. Shared these with Adobe and Vendor.

Looking forward for their inputs.

[krishnakanth_patnaik_cc]

Issue was with regex setting.

It's resolved

[krishnakanth_patnaik_cc]

Hi @aggabhi ,

I'm adding an update.

I'm still considering this as correct reply.

However, we waited for server restart and tested.

Still we are not getting the logs updated.

But providerMsgId is getting updated. 

Not sure what else to be done in this regard. Adobe haven't provided any resolution to this as well. If anyone else have any idea on this. Please do help me out.

Thanks,

Krishna

[aggabhi]

Hi @krishnakanth_patnaik_cc ,

I am 100 percent sure that it is regex issue only. Earlier it was resolved by regex fixing in external account, now seems you might need to increase range of total numbers of letters in regex.

Check Extraction regex of ID in SR and Extraction regex of Status in same.

Work with your vendor to confirm the regex we need to put in external account.

It is purely implementation issue and not product issue so adobe support wont be able to help much.

Also  make sure you do not have any other external account with same server+userid+ port number is not active on prod or in stage.

Regards

Abhishek