TITLE: Mobile Commons – Broadcasts Missing Recipients

Date, Time, and Duration

START TIME: [2022/05/13 – 12:30]

RESOLUTION TIME: [2022/05/13 – 18:10]

DURATION: 0D 5H 40M

Overview

• On May 13th, 2022, around 12:30 EDT, the Mobile Commons Support and CSM teams started receiving reports from our clients that scheduled broadcasts were not pulling the correct recipient count from the targeted groups.
• The engineering team took immediate action and the investigation showed that this is related to our May release that was pushed out on May 12th, at 20:30 EDT.
• A code defect was introduced as part of Upland’s attempt to improve message generation, specifically around the campaign subscription process.  This caused broadcasts to not be able to target or send to profiles that existed only for a single company and were only subscribed to a single campaign were affected – both of these must have been true for the profile to be skipped.

ROOT CAUSE & REMEDIATION

• ROOT CAUSE: The scheduled release on May 12 at 20:30 EDT caused the recipient counts to show incorrectly. It was determined that a code defect was introduced in this release pertaining to the campaign subscription process.
• REMEDIATION PLAN: A fix to the code defect was tested and verified, then deployed to production as a hotfix at 18:10 EDT on May 13th, 2022.