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#1507 - Sugarchimp activities of type "click" are not being synced from Mail Chimp to SugarCRM

Closed Bug? created by Rolustech 3 years ago

Hi SugarChimp Support,

We are facing an Issue

Sugarchimp activities of type "click" are not being synced from Mail Chimp to SugarCRM, the examples are:

https://drive.google.com/file/d/0Byl9XMgTdUasRVA5WWJGU0U1Nnc/view?usp=sharing
https://drive.google.com/file/d/0Byl9XMgTdUasZHo3NE56dmFUa0E/view?usp=sharing

Please help asap.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hello, happy to help. When was this campaign sent out?

    It will take up to 24 hours for the new click/open activities to be imported into the SugarChimp Activities module.

    If it's been more than 24 hours since the click/open event has occurred, can you verify that the SugarChimp is running every 5 minutes?

    Thanks!

  2. rolustech member avatar

    Rolustech

    3 years ago

    Hi,

    Yes, it is running after every 5 minutes. Last time the click throughs were synced on 10/08/2015.
    More than 24 hours have been passed and still Sugarchimp activities of type "click" are not being synced from Mail Chimp to SugarCRM.

    Any thoughts?

  3. Jo.Dehavilland member avatar

    FieldForceSolutions

    3 years ago

    Just to note, Clickthroughs were working great for the UK Sales Team but adding the Overseas Sales Team to the Clickthrough Dashlet seems to have messed things up - The UK Sales team arent even seeing the clickthroughs now - Jo

  4. Jo.Dehavilland member avatar

    FieldForceSolutions

    3 years ago

    We cant afford downtime on this so a quick turnaround would be appreciated.

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hello, I certainly understand on the timing issue. We're based out of the USA, sorry for the delay. We'll try to get this back up-and-running for you as quickly as possible.

    What do you mean you added the Overseas Sales Team to the dashlet? Do you mean for their users, you added the activity dashlet to their Contact/Target/Lead pages? Did you do anything else?

    @Rolustech, please put the SugarChimp logger in debug mode. You can do this by going to Sugar > Admin > SugarChimp Health Status, find "Logger Level" and set it to "Debug". Wait for an hour, then send the Sugar log to support@sugarchimp.com and I'll be able to see if anything is showing up there. If it has already been in Debug mode, you can go ahead and send me the log now.

    Thanks!

  6. Jo.Dehavilland member avatar

    FieldForceSolutions

    3 years ago

    How are we getting on with this as Tony is querying what the delay is - thanks.

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      3 years ago

      Once I have the logs from your system I'll be able to give this a more thorough look. If you have admin access to your Sugar system, you can follow the steps I put in my previous post. That may help speed the process up if Rolustech has not been able to get to it yet. Thanks!

  7. Jo.Dehavilland member avatar

    FieldForceSolutions

    3 years ago

    John Jones Clickthrough Tasks Dashlet has disappeared on his dashboard but Jason Carne's is still there on his dashboard?!? Jason still cannot see any clickthroughs. Can someone please advise - thanks.

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      3 years ago

      Hi Jo, I'm here to help. Two things:

      1) Can you send me a screenshot of which dashlet you're referring to? Email it to me at support@sugarchimp.com.

      2) If it's the "Subscriber Activity Dashlet" you are referring to it may be as simple as him needing to re-add the dashlet. Have John follow the steps on this page to add the dashlet: https://www.sugaroutfitters.com/docs/SugarChimp/view-mailchimp-data-in-sugar

      Let me know when you send the screenshots. Thanks!

  8. Jo.Dehavilland member avatar

    FieldForceSolutions

    3 years ago

    Sent a screenshot of the dashlet....

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      3 years ago

      Got it, thanks. So it's a custom dashlet based on a report, not the subscriber activity dashlet. That's helpful.

      Do you know if John Jones teams/roles are properly setup for his Sugar user? Is there an "Overseas Sales Team" he should be on? Or should the SugarChimp activities coming in for some campaigns be assigned to the "Overseas Sales Team" and they are not?

      I'm not sure how you and Rolustech have set things up, so any details about how you're wanting this to work will be helpful. Thanks!

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      3 years ago

      Also, to clarify, if the dashlet is not on John's dashboard at all, he may just need to edit his dashboard and re-add it. You may need to make sure that he has proper access to the report being used on the dashlet.

      If the dashlet is there, but there are no records on it, then my previous response applies.

  9. Jo.Dehavilland member avatar

    FieldForceSolutions

    3 years ago

    Tony, I think set up the Overseas Sales team that they should both be on. Sugarchimp activities should come through on the dashlet for both UK and overseas sales teams. I note that I received clickthroughs today via 'Global' and so did the UK sales team. Maria was involved in the set up of the dashlet so I cant help from Rolustechs side of things.....

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      3 years ago

      Got it. I'm sure Rolustech will chime in soon on this.

      It sounds like to me all of the data is there, it's just a matter of getting the dashlets setup how you need them.

  10. Jo.Dehavilland member avatar

    FieldForceSolutions

    3 years ago

    The dashlet seems to be working for us here in the office but getting John and Jason included seems to be a mare....

  11. rolustech member avatar

    Rolustech

    3 years ago

    Hi Sugarchimp Support,

    Sugarlog has been sent to you at support@sugarchimp.com. Please get back on it with your findings.

  12. Jo.Dehavilland member avatar

    FieldForceSolutions

    3 years ago

    Hi everyone, how are we getting on with this? I have ceased sending any marketing mailers until this has been resolved - can I please have an update on a fix date - thanks.

  13. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hi everyone, I was able to look at the logs. Nothing negative appeared in the logs. I sent a few followup questions to Rolustech.

    @Jo.Dehavilland - I want to make sure you know that you can continue sending email campaigns if you like. The activity data will be imported regardless. I understand you may have business processes and/or workflows related to the MailChimp activities that are stopping you from sending, but they will be imported in the future.

  14. Jo.Dehavilland member avatar

    FieldForceSolutions

    3 years ago

    Hi and thanks for the update. As John and Jason are in the Czech Republic, the only way they can access Clickthroughs is via the Dashlet. They are cold callers only. and need to see Clickthroughs in order to follow them up. This should be an independent process? All I want them to see on their Dashboard are clickthroughs from mailers I send via Mailchimp! If UK Sales can see then via the Clickthrough Tasks dashlet, why cant overseas sales?

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      3 years ago

      Once I hear from Rolustech I may have more answers. It still sounds like to me it's a roles and permissions issue, not an issue with SugarChimp.

      I'm going to reach out to you via email with more questions. Thanks!

  15. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    I was able to access the system and take a look. I can confirm that all of the data is in Sugar and importing properly. The issue has to be related to teams and roles.

    One thing I noticed is that Jason and John are not assigned the "Non-Admin" role. Maybe that's part of the issue?

    You may need to have Rolustech add a small customization to assign the SugarChimp activities to different teams based on your needs.

  16. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hi everyone, Rolustech let me know by email that the original issue of activities not being imported is resolved. It can take about 24 hours for all of the activities to import.

    Closing this case for now. Let me know if you need anything else for now. Thanks!

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