Tracking log issues in on-premises MKT instance due to altered mcSynch workflow scheduler settings
Learn how altering the mcSynch workflow scheduler settings in an on-premises MKT instance led to missing tracking logs for transactional emails, and how reverting to default settings resolved the issue.
Description description
Environment
Adobe Campaign
Issue/Symptoms
Transactional email tracking logs, specifically for opens and clicks, are not being accurately recorded in the archived event tracking logs within the on-premises MKT instance.
Two specific issues were identified:
- Some entries for opens and clicks were missing from the logs.
- Tracking logs were absent for the first 40 minutes of each hour.
Despite these issues, no errors were found in the tracking or mcSynch workflows.
Resolution resolution
Upon investigation, support confirmed that the correct logs were present in the message center execution (RT) instance, specifically in the nms:trackingLogRtEvent table.
It was observed that the mcSynch out-of-the-box (OOTB) workflow in the on-premises MKT instance had been modified. The default scheduler settings, originally configured to execute the workflow every hour, had been changed to run every 30 minutes starting from 00:10:00.
The Campaign product team strongly advises against altering the execution time or scheduler settings of the OOTB mcSynch workflow. Any modifications to the workflow scheduler should be reverted to the default settings.
Once the scheduler settings of the mcSynch workflow were reverted to their default configuration, the logs were registered correctly as expected.
For more information on OOTB technical workflow, refer to this document.