Service Incident: Copilot Outreaches Failing

  • 24 June 2016
  • 4 replies
  • 37 views

Userlevel 5
SUMMARY

With the MDA release that was pushed Thursday, an issue was introduced which is causing Copilot outreaches to fail. This is happening when a checkbox, picklist or multi picklist field is used a a second level filter in the associated powerlist. 

Note: Email notifications are not being sent about these failures. In order to see the failure you will need to check the execution history on your outreach. 

Workaround: Remove the field from the the second level filter on the powerlist.

NEXT STEPS

Gainsight is working to fix this issue and push out a patch release as soon as the patch has gone through QA. 

FOR MORE INFORMATION

Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com.

UPDATE

Sunday, June 26th: A patch has been pushed to address this issue. Thank you for your patience as we worked through this.

4 replies

Userlevel 4
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Hi Emily - 



What should we look for within our execution history. Are we just searching for it to say "outreach failed" or is there something else to look for within the report?



Thank you!

Lauren
Userlevel 7
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Lauren,



Your team got the honor of discovering this. We should have a good understanding later today of which outreaches were affected. I can tell you are on the affected list. I will work with David and the team on getting this resolved and back filling the affected outreaches.  



Userlevel 7
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Update: Our team is working on a patch for this with an ETA of sometime tonight or tomorrow to resolve this issue. Gainsight will work on pulling a list of affected outreaches and will likely reach out to customers individually to ensure these get corrected for this outage. We will communicate next steps as they come along. 
Userlevel 5
Update: A patch has been pushed to address this issue. Thank you for your patience as we worked through this.

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