Before proceeding with reading this article we recommend you to get familiar with how the Auto-tagging functionality works in Sedna.
Auto-tagging failure is when the inbuilt ingest auto-tagger configuration doesn't work as expected. The failure could be described as
- A Job incorrectly applied to a message as part of an Auto-tagger that is set up for your account
- OR a Job tag not applied to a message at all when you expected it to be
There could be multiple reasons for the auto-tagger failure. The most common reasons are provided below.
Important: Before raising a ticket with Sedna Support, please reach out to your IT Admin for support initially with regards to any auto-tagging related questions as they will have the most knowledge of your auto-tagging configuration.
1. The message is an outbound message (being sent from Sedna)
Description: Auto-taggers process is applied upon message ingest, in other words, when they are inbound (being received) to Sedna. This means that tags will only be automatically applied to received messages rather than sent messages.
Steps:
1. Check if a message is outbound and therefore not eligible to be auto-tagged.
2. Refer to the message and check if it has a 'paper-clip' icon. If it has, then it is an outbound (sent) message.
3. If it is an incoming message, contact your IT admin to report the problem.
4. If it is an outbound message, please click on the 'searching glass' icon and find the first message in the thread.
5. If the first message in the thread is an incoming message with the incorrect tag applied (or no tag applied), refer to your IT Admin and report the problem.
2. Reply Tagger configuration enabled
Description: Reply tagger is the configuration that can be enabled for the whole tenant or specific teams and it is designed to copy the tags that were applied to previous messages in the chain to new ones if their subject lines exact match.
Steps:
1. Refer to your IT admin to check if Reply tagger is enabled for your Team.
1. Click the 'searching glass' icon at the top bar of the message body and find the related messages.
2. It will find all the messages in the same thread.
3. Check the tags to be applied on the messages. If the wrong tag was applied on other messages in the same thread, it was likely to be copied over to a new message.
4. If the tag was misapplied on the very first message in the chain, then refer to section #1 of the auto-tagger guide and follow the provided steps.
3. Reply Tagger fails to work
Description: If you have the Reply Tagger set up to automatically apply Job tags to any subsequent replies to an originally auto-tagged (or manually tagged) message, it is important to note that this feature only works for messages sent from Sedna. This means that if a reply to a message with a Tag applied is sent from another third-party application (e.g. Outlook, Gmail, etc.) other than Sedna, the message will not be automatically tagged.
Steps:
You can check if a message was sent by a third-party application by checking the email address in the FROM field. If it does not end in @sedna.com this is working as intended.
4. The Job is archived and therefore not eligible for Auto-tagging
Description: Tags can be set to an Archived status in Sedna either automatically by a system of record, or manually by a user with the necessary permissions.
"archived":true
Customers using third party systems of record will often have Job Tags automatically set to Archived based on a change in the system of record— for example, a voyage marked as completed will result in a Job Reference Tag being marked as Archived. Archived Tags are not eligible for Auto-tagging and therefore, if the Tag you expected to appear on a message is in fact, Archived, this is working as intended.
Steps:
Please refer to your IT Admin and ask them to check if the Tag you expect to be applied is archived.
5. Tags created after the message received
Description: While this occurs on rare occasions, it is worth checking whether the Tag you expected to be applied to a message was created before the message was received.
Steps:
1. Refer to the message in question
2. Spot the timestamp of the message received in Sedna
3. Refer to your IT Admin with the timestamp of the message being received as well as the timezone you are currently in.
4. Ask the IT admin to check when the Tag was created and compare the timestamps of the message received and the Tag created.
5. All the Job tag creation date is displayed in UTC, so you will have to convert your timezone to UTC to compare the timestamps.
The attribute which will show you when the job tag was created is
"createdAt":"2023-10-31T09:11:47Z"
6. Required attributes for your Auto-tagger to work are missing in your Job Reference Tags
Description: It is important to recognise that the Auto-tagger logic is oftentimes customised to our customers needs. In some cases, customers may request certain fields to be required as part of their Auto-tagger logic, such as a Job Reference Tag ‘Date’ attribute field. If this field is left blank upon Job Reference Tag creation, but is required for the Auto-tagger logic, the Auto-tagger will not work as expected. It is important to verify the required attributes for your Auto-tagger and confirm your Job Reference Tags are being created with this attribute included.
Steps:
1. If you are not certain of your Auto-tagger logic and believe this may be the issue, please reach out to the IT Admin or Support Team to provide the logic to you as well as the Job tag's data, so you can see which attributes are missing.
2. If all the attributes are all in place, it is worth checking when the job tag's attributes have been updated.
3. Refer to your IT Admin with the timestamp of the message being received as well as the timezone you are currently in.
4. Ask the IT admin to check when the Tag was created.
5. All the Job tags creation date is displayed in UTC, so you will have to convert your timezone to UTC to compare the time.
The attribute which will show you when the job tag was modified is
"modifiedAt":"2023-10-31T09:15:12Z"
7. The Auto-tagger was not set up according to your expectations
Auto-taggers are set up in a custom way for our customers to support their bespoke needs. At this time, the main documentation available to customers on their Auto-tagger set up is shared at the time of launch in the Sedna Configuration Guide. While some customers may request future changes to their Auto-tagger that will not be captured in this original document, this configuration guide can shed some light on why your Auto-tagger might be tagging or not tagging select messages.
A few common reasons messages might appear to be “mis-tagged” include:
- More than one tagging logic is set up and results in multiple tags being applied.
- For example, a Voyage Tagger is looking for Voyage Reference ID whereas an Exact Match tagger is looking for an exact Job Tag match)
- Unexpected values are included in the message subject matching a tagger’s logic.
- For example, ‘Progress’ is included as a word in the subject “We are making progress”, but is also matching a Job Tag titled ‘Progress’.
- Tagger is based on exact match logic, and the value in the subject is not exactly matching.
- For example, voyage-123 tag doesn’t match voyage:123 in logic due to ‘-’ and ‘:’ not matching exactly.
Steps:
If you have any doubts regarding the accuracy of the auto-tagger configuration, please refer to your IT Admin to express your concern, so they can consider making required changes to the configuration and raising this with the Customer Support or Customer Success Teams.
7. There is a technical issue
If you have considered the above reasons for an instance of mis-tagging, but have not identified the reason for the issue you are seeing, it is possible there could be a technical issue.
In this case, we suggest you reach out to our Support team with the below information to expedite the process of investigation into your issue.
Details for Support Request:
- Message ID of the message where you are seeing the tagging issue.
- The tag you expect to be tagged on the message.
- [If relevant] The tag you are instead seeing on the message.
- Anything else you can share based on the above troubleshooting steps that you have taken.
Comments
0 comments
Please sign in to leave a comment.