Access and subscribe to system alerts alerts
When building your journeys and campaigns, use the Alerts button to check and resolve errors before executing or publishing them.
In addition to those, when a certain set of conditions is reached, alert messages can be sent to any users in your organization who have subscribed to them. These alerts are available from the dedicated Alerts menu. Adobe Experience Platform provides several predefined alert rules that you can enable for your organization. In addition, you can subscribe to Adobe Journey Optimizer-specific system alerts as detailed on this page.
In the left menu, under Administration, click Alerts. Several pre-configured alerts for Journey Optimizer are available in the Browse tab.
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Alerts specific to journeys:
- the Journey Custom Action Failure alert
- the Read Audience Trigger Unsuccessful alert
- the Profile Discard Rate Exceeded alert
- the Custom Action Error Rate Exceeded alert
- the Profile Error Rate Exceeded alert
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Alerts specific to channel configuration:
- the AJO Domain DNS record missing alert
- the AJO channel configuration failure alert
Subscribe to alerts subscribe-alerts
If an unexpected behavior occurs, and/or a certain set of conditions in your operations is reached (such as a potential problem when the system breaches a threshold), alert notifications are delivered to any users in your organization who subscribed to them.
You can subscribe to each alert individually from the user interface, either globally from the Alerts menu (see Global subscription), or unitary for a specific journey (see Unitary subscription).
Based on the subscriber’s preferences, alerts are sent by email, and/or directly within Journey Optimizer notification center, in the top right corner of the user interface (in-app notifications). Select how you want to receive these alerts in the Adobe Experience Cloud Preferences. Learn more
When an alert is resolved, subscribers receive a “Resolved” notification.
Global subscription global-subscription
To subscribe/unsubscribe to an alert for all journeys and campaigns, follow these steps:
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Browse to the Alerts dashboard from the left menu, select the Subscribe option for the alert you want to subscribe to.
note note NOTE Subscription only applies to a specific sandbox. You must subscribe to alerts for each sandbox individually. -
Use the same method to Unsubscribe.
You can also subscribe trough I/O Event notifications. Alert rules are organized into different subscription packages. Event subscriptions corresponding to the specific Journey Optimizer alerts are detailed below.
Unitary subscription unitary-subscription
To subscribe/unsubscribe to an alert for a specific journey, follow these steps:
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Browse to the journey inventory and select the Subscribe to alerts option for a specific journey.
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Choose the alert(s). The following alerts are available: Profile Discard Rate Exceeded, Custom Action Error Rate Exceeded, and Profile Error Rate Exceeded.
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To unsubscribe to an alert, unselect it from the same screen.
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Click Save to confirm.
Journey alerts journey-alerts
All journey notifications available in the user interface are listed below.
Read Audience Trigger Unsuccessful alert-read-audiences
This alert warns you if a Read Audience activity has not processed any profile 10 mins after scheduled time of execution. This failure can be caused by technical issues, or because the audience is empty. If this failure is caused by technical issues, be aware that retries can still happen, depending of the type of issue (eg: if the export job creation has failed, we will retry every 10mn for 1h max).
Alerts on Read Audience activities only apply to recurring journeys. Read Audience activities in live journeys that have a schedule to run Once or As soon as possible are ignored.
Alerts on Read Audience are resolved when a profile enters the Read Audience node.
The I/O event subscription name corresponding to the Read Audience Trigger Unsuccessful alert is Journey read audience Delays, Failures and Errors.
To troubleshoot Read Audience alerts, check your audience count in the Experience Platform interface.
Journey Custom Action Failure alert-custom-actions
This alert warns you if a custom action fails. We consider there is a failure where there has been more than 1% of errors on a specific custom action over the last 5 minutes. This is evaluated every 30 seconds.
Click the name of the alert to check the alert details and configuration.
Alerts on custom actions are resolved when, over the last 5 minutes:
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there has not been any error on that custom action (or errors below the 1% threshold),
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or, no profile has reached that custom action.
The I/O event subscription name corresponding to the custom action alert is Journey Custom Action Failure.
To troubleshoot Custom Action alerts:
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Check your custom action using test mode on another journey.
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Check your journey report to see error reasons on action.
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Check your journey stepEvents to look for more information around the “failureReason”.
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Check your custom action configuration and validate that the authentication is still valid. Perform a manual check with Postman, for instance.
Profile Discard Rate Exceeded alert-discard-rate
This alert warns you if the ratio of profile discards to entered profiles over the last 5 minutes exceeded threshold. The defaut threshold is set to 20% but you can define a custom theshold.
Click the name of the alert to check the alert details and configuration.
There are several reasons a profile could be discarded, which will inform the method of troubleshooting. Some common reasons are listed below:
- Profile discarded at entry because it is already live in that unitary journey. To solve this, ensure that the profile has enough time to exit the journey before the next event arrives for that profile.
- Identity is not set for the profile or the namespace used by the read audience journey is not utilized in that profile. To solve this, ensure that the namespace in the journey matches the identity namespace used by the profiles.
- Event throughput rate is exceeded. To solve this, ensure that events coming into the system are not exceeding these limits.
Custom Action Error Rate Exceeded alert-custom-action-error-rate
This alert warns you if the ratio of custom action errors to successful HTTP calls over the last 5 minutes exceeded threshold. The defaut threshold is set to 20% but you can define a custom theshold.
Custom actions errors can happen for a variety of reasons. To troubleshoot these errors, you can:
- Check that the custom action is configured correctly
- Check that the endpoint is reachable and the custom action can reach it via the custom action connectivity checker
- Verify the authentication credentials, check internet connectivity, etc.
Profile Error Rate Exceeded alert-profile-error-rate
This alert warns you if the ratio of custom action errors to successful HTTP calls over the last 5 minutes exceeded threshold. The defaut threshold is set to 20% but you can define a custom theshold.
Click the name of the alert to check the alert details and configuration.
To troubleshoot profile error, you can query the data in step events to understand where and why the profile failed in the journey.
Configuration alerts configuration-alerts
Channel configuration monitoring alerts available in the user interface are listed below.
AJO Domain DNS record missing alert-dns-record-missing
This alert notifies you when critical DNS records (NS or CNAME) required for proper deliverability configuration are missing or misconfigured. Without these records, email deliverability may be compromised.
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NS records are essential for full subdomain delegation to Adobe. Learn more
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CNAME records support CNAME subdomain setup. Learn more
The AJO Domain DNS record missing alert is triggered when the system detects that the required NS or CNAME records are absent or do not match the configuration standards.
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Click the alert to be directed to the impacted subdomain in the Journey Optimizer interface.
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Remediate the DNS configuration by setting the records correctly and submit the subdomain delegation again.
note note NOTE Make sure that all the records are properly created on your domain hosting solution before proceeding. -
If you are unsure of the correct values, you can create a new subdomain in Journey Optimizer with the same name as the impacted subdomain. Learn how to set up a new a subdomain
If the changes do not resolve the issue, the same alert will be triggered again the next day.
AJO channel configuration failure alert-channel-config-failure
This alert is triggered in case the system audit detects email channel configuration issues. These issues may include misconfigured channel settings, invalid DNS configuration, suppression list issue, IP inconsistency, or any other errors that can impact email delivery.
If you receive such an alert, the resolution steps are listed below:
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Click the alert to be directed to the impacted email channel configuration in the Journey Optimizer interface.
For guidance on editing channel configurations, see this section.
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Review the configuration details and error messages provided. Common failure reasons include:
- SPF validation failed
- DKIM validation failed
- MX record validation failed
- Invalid DNS records
note note NOTE The possible configuration failure reasons are listed in this section. -
Resolve the issue:
- Update the channel configuration as needed.
- You may need to fix specific DNS issues mentioned in the alert.
note note NOTE As a single domain can be associated with multiple channel configurations, resolving DNS issues for one channel configuration may automatically fix related issues across several configurations.
If the change does not resolve the issue, the same alert will be triggered again the next day.
When resolving email configuration issues, keep in mind the best practices listed below:
- Act promptly - Address configuration failures as soon as they are detected to avoid disruptions in email delivery.
- Check all configurations - If the alert indicates multiple impacted email configurations, review and fix each of them.
Manage alerts manage-alerts
Edit an alert
You can check the details of an alert by clicking on its line. The name, status and notification channels are displayed in the left panel.
For Journey alerts, use the More actions button to edit them. You can then define a custom theshold for these alerts.
Define a custom threshold custom-threshold
You can set thresholds for the Journey alerts. The threshold alerts above default to 20%.
To change the threshold:
- Browse to the Alerts screen
- Click the More actions button of the alert to update
- Enter the new threshold and confirm. The new threshold applies to all journeys
Disable an alert
By default, all alerts are enabled. To disable an alert, select the the Disable alert option: all subscribers to this alert will no longer receive the related notifications.
Alert statuses
The possible alert statuses are listed below:
- Enabled - The alert is enabled and is currently monitoring trigger condition.
- Disabled - The alert is disabled and is currently not monitoring trigger condition. You will receive no notifications for this alert.
- Triggered - The alert’s trigger condition is currently being met.
View and update subscribers manage-subscribers
Select Manage alert subscribers to view the list of users who subscribed to the alert.
To add more subscribers, enter their email separated by a comma, and select Update.
To remove subscribers, delete their email address from the current subscribers, and select Update.