Documentation Summary

Template Requests

Troubleshooting

Compatibility

The functionality is dependent on the Pendo Webhook Handler to populate the Database with template suggestions from users.

Limitations

If two or more customer-admins update the Status of a Request on the same row, at the same time, everything should be OK in this use-case, because in most cases the Status will switch from Requested to Actioned, but it is important to note changes made by two administrators on the same will not be reflected until they reload their page.

Known Issues

Not applicable.

Logging

The Debug mode switches on and off the performance logging. When enabled, this folder is created

WebPages/ROI360/Template Requests/Log

It contains daily log files. They record each SQL query and its duration. Files older than one month are automatically deleted.

Email Notifications

When a new Template Request is made by a site user, the Pendo server sends an HTTP message to our Pendo Webhook Handler which in turn sends an HTTP message to our Template Request extension. This extension wraps the message in an email and sends it to every site administrator, our staff excluded. The site-log always contains a record of such an event. If an admin wasn’t notified, please check the site-log. Look for the records whose MsgExtra field starts with Template Requests. Site admins can choose not to receive notifications on their profile page. Emails also won’t be sent to admins whose Email Address user-profile-field is empty or invalid. The site-log keeps record of such anomalies. The email body is a text-file WebPages/ROI360/Template Requests/Notification Email - body.htm and can be hot-fixed without stopping the site.

Debugging

Please make sure the Extension is installed on the site and enabled on the Administration > Extensions page. Also make sure the folder E:\Connections\AzureDB exists on the backend machine. It contains the connection string needed to query the Azure SQL Server. Make sure our Azure SQL Server is working. The Extension reads and writes the TemplateRequests database.

Don’t forget to check the site-log. Look for the TemplateRequests text. The runtime exceptions are recorded there.

The Debug mode switches on and off the performance logging.

The Extension is relying on the presence of the folder E:\Connections\AzureDB. These files must always be available in the folder:

Azure SQL Server Configuration

The Extension sends requests to our Azure SQL Server. The database TemplateRequests, the table of the same name TemplateRequests. It is important that the table is indexed