Timing Tips For Email Notifications
There can be much confusion as to the actual time an email is sent and when it will be received by users. The following tips explain some common considerations.
- Automated emails are sent out based on overnight cron jobs/batch jobs.
- Emails are sent once and once only! if it is missed today for any reason, then the system will not send another one tomorrow to catch up or account for missed emails. if you needed emails to go out on consecutive days then you would need to adjust your due or late days every day.
- Can we set system to send emails for a week, or until someone completes a task? At this time that functionality is not part of product. As explained above, the email will be sent only once on the calculated date.
- Can you control the specific time of emails? No. Most jobs are run for all clients via our quartz servers based on system defaults with no end user control.
- For example, clients on U.S data centers will see email batches go out between 1-5am EST.
- As a cloud service we cannot guarantee the exact time it will always run for your company. Your company job will be part of the queue for that night. Some nights there might be 10 companies with forms due in your pool, on another it may be 50, so the timing to complete all jobs will understandably vary. Most often jobs will run around the same time each night, however at very peak times when all companies are launching or moving forms and much larger numbers of emails are generated, timing will vary.
- The timing varies between DataCenters, but is always relative to your data center. For example, in the U.S. Data Centers run email jobs after midnight E.S.T. So if you are on P.S.T, or even in another country the actual time you see the email is relative to E.S.T United States.
- Most email jobs run at the end of the day. So for example, if you have a late notification and your calculation or setting was to make it late on the 20th, then its only late AFTER midnight E.S.T (for the example of a U.S Data center) of the 20th (seen as the beginning of the 21st) . So if you expected an email to arrive for users on the morning of the 20th, please allow for the job to run later this day before opening a case as likely this is a timing issue and emails will go out overnight and be in your users inboxes on the 21st.
- Jobs can be delayed or missed on scheduled maintenance outages, such as release weekends causing additional delays to email delivery. Typically we will rerun jobs once servers are back online, and emails will be delivered by the time employees start in the morning, however on rare occasions due to extended outage, it is possible that some jobs that include a date calculation (for example Due + 1 day) may not occur if on that exact date the servers were offline. Even though the job reruns the next day, the timing is now = Due +2 and since your formula was Due + 1 we will not send those notices. This should be rare as most jobs will auto-recover when service is restored.
- Timing of setting up a job is important. We recommend you set up your jobs a minimum of 1-2 days in advance of any targeted date calculations. If you want to send an email based on Due +2 for example, then your job should be setup at least 3 days in advance to guarantee delivery. The calculation needs to take into account that by the time this new job runs, the actual date may not be today, but after midnight.
- Said another way, setup your processes as far in advance as possible and not last minute. Remember, timing is relative to your Data Center, and not your local time.
Conclusion: As you can see above, since people will exist in many timezones, (it maybe late at night for some people but early next day for others), and since timing is relative to a datacenter, and date calculations can vary and not trigger until the end of the day of that datacenter, it can be quite tricky to set it up and have the email delivered on the right morning you expect for everyone globally.
Recommended Testing: We recommend you first setup a test job.
- Setup a test form and test route map with dates within the next week.
- Set your offset if any.
- Monitor your incoming emails for the notifications being tested
- Take note if your email arrives a day earlier than expected, on the right day, or the following morning (a day late).
- Once you have completed this test you will now know relative to your data center and local timezone, what offsets you will need to set for your real route due dates and email offset dates.
- Most clients will find that a slight adjustment of plus or minus 1 day is needed relative to your dates to have the emails arrive in the inbox of your users on the morning you desire.
Changing the Due Dates For Live Forms
If you are actually needing to change the due dates on forms already launched to a later or earlier date then please see these solutions:
- Route Maps - Modify Document Route Map for Live Forms
- Route Maps - Auto Send on Due Date: How to stop forms from moving on due
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