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How do you trigger an email or journey that is 'stuck'?

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Level 2

We have a 4 email journey.   Day 1, Day 4 (3 days) , Day 18 (14 days) and then every 14 days for another 2 emails.

 

We can see that the audience received the 3rd  email but then everyone stopped moving in the journey - they did not unsubscribe and they did not move to the next wait condition?  Anyone have this type of issue?  It raises concerns of multi touchpoint journeys.    Is there a cap on the number of days a journey can last?   Has anyone had success with Adobe helpdesk getting these types of messages unstuck or do we need to abandon the journey? 

 

 

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1 Accepted Solution

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Correct answer by
Community Advisor

@Caveman77 

Check out Global journey timeout https://experienceleague.adobe.com/docs/journey-optimizer/using/orchestrate-journeys/create-journey/.... This timeout will stop the progress of individuals in the journey 30 days after they enter.

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3 Replies

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Correct answer by
Community Advisor

@Caveman77 

Check out Global journey timeout https://experienceleague.adobe.com/docs/journey-optimizer/using/orchestrate-journeys/create-journey/.... This timeout will stop the progress of individuals in the journey 30 days after they enter.

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Level 2

Thanks for this reminder.   I did not know this was still a limitation.  It would be create to have a journey duration counter in the UI that would flag if the total wait time pushes customers outside a 30 day cap and warn before publishing.

 

The only warning in the UI is not exceeding 30 days for a single wait period.  However you can add multiple wait in a journey.

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Level 2

Yah the maximum duration that can be configured in waot activity is 30 days, but you need to understand that global journey timeout is 30 days, meaning that a profile will always drop out of the journey maximum 30 days after he/she entered it.

 

So if there are long waits in journey i.e. more then 30 days break journey in multiple journeys .

 

Thanks,

Saurabh