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Troubleshooting campaigns

Updated on August 4, 2022

Use the following troubleshooting tips to help solve issues related to campaign runs.

Pega Customer Decision Hub

Issue: Campaigns that use the same customer segment may fail

Campaigns use customer segments for audience targeting. After a campaign run, segments are refreshed, that is, the membership of a segment is updated based on the outcomes of the campaign strategy. If a segment is used in two or more campaigns that run at the same time, the campaigns may fail because the segment cannot be refreshed.

To solve this issue, schedule the campaign runs so that they do not overlap, or do the following steps to enable transactional segment refresh, which ensures correct segment population in the case of concurrent refreshes:

  1. In the Pega Customer Decision Hub portal, click AudiencesSegments.
  2. Edit the segment that is used in parallel campaigns.
  3. In the Options and Schedule tab of the segment, in the Data Options section, select Enable Transactional Refresh.

Issue: After a volume constraint is applied, the campaign does not initiate actions

Campaigns use volume constraints to limits the number of actions that are delivered to customers, and thus prevent action overexposure. When a campaign runs, it first executes the strategy to determine the potential set of actions that should be processed. Next, if a volume constraint has been associated with the campaign, any enabled action and channel constraints are applied to the action set to determine the final list of actions which needs to be processed.

If after applying the volume constraint the campaign no longer initiates any actions, verify that the strategy that determines the set of actions is configured correctly. For example, ensure that the strategy does not set the pxPriority property to a negative value, as pxPriority is used as the base weight for an action during constraint run time and does not support negative values.

Issue: In multilevel decisioning with action bundles, the parent action is initiated only once

In environments with multiple context entities, if you configure a campaign that runs at the top level (for example, Account) and sends out action bundles to child context entities (for example, Subscribers), the campaign will initiate a single bundle parent action for bundles with the same bundle name, instead of a parent action for each child context entity. Bundle member actions will be sent to all child context entities.

This is the expected behavior. If you want to use multiple bundles, give each bundle a unique name. For example, you can append the customer ID to the bundle name to generate unique names such as FlexBundleCID-1.

Issue: In environments with multiple context entities and real-time events, campaign configured at a non-primary context level does not trigger actions

In environments with multiple context entities, if you configure a campaign that runs at a non-primary context level (for example, Device) and that uses real-time event triggers, the campaign will run, but the real-time events will not initiate actions.

To solve this issue, do not use event triggers for non-primary customer contexts.

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