How to troubleshoot multiple e-mail reminder sent for Response Assessment Module (RAM) invitations to questionnaire responders.

Article:TECH132529  |  Created: 2010-01-18  |  Updated: 2013-02-04  |  Article URL http://www.symantec.com/docs/TECH132529
Article Type
Technical Solution

Product(s)

Issue



In RAM, the application is sending out the reminder email for a questionnaire.  The problem is it is sending out multiples of the exact same email at the same time.

 

 


Cause



Potential causes;

Multiple users are listed in the invite.

Multiple groups are listed in the invite.

A user may be a member of more than one group.

Nested groups maybe present within selected groups.


Solution



verify that the user receiving the multiple e-mails is not listed multiple times within the invite.
Search to verify that the users is not in any of the;

Potential causes;

Multiple users are listed in the invite.

Multiple groups are listed in the invite.

A user may be a member of more than one group.

Nested groups maybe present within selected groups.

If users are listed in any of the descriptions above the option of modifying the groups or receiving multiple e-mails are the only options.

If the user does not fall into any of the categories above.  Get a copy of the RAM database and escalate the case.

 

 

 

To gather further evidence to troubleshooting RAM issues it helps to obtain the log table.

The log table for RAM is located in the SQL ram_db database there is a table named logs.



Legacy ID



2010051811045553


Article URL http://www.symantec.com/docs/TECH132529


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