This guide helps you diagnose and fix issues with message flows. It covers two distinct problems: messages that are not sent at all, and messages that are sent but display dynamic variables incorrectly.
Problem: A Message Is Not Sent
Always check the message log in eADM first. The log shows whether eADM has attempted to send the message and, if so, whether the attempt succeeded or failed.
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Open the relevant message flow.
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Go to the Message Log tab.
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Check whether a send attempt is listed for the affected user and event.
If no attempt is listed, the rule set did not trigger. Review the rule set criteria against the user's data before looking further. If an attempt is listed with an error, use the causes below to diagnose it.
Cause 1: The User Has No Manager
The manager is derived from the user's primary position. If the primary position is not set in the source system, eADM cannot resolve a manager, and any message flow that sends to the manager fails.
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Check the user's primary position in the source system (HRM).
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Confirm exactly one position is marked as primary for the user.
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Correct the primary position in the source system; eADM resolves the manager on the next sync.
Cause 2: Mobile Number or Email Address Is Missing
Message flows that send to a private mobile number or private email address fail when that data point is missing from the source system.
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A common example is sending login information to a new employee: this fails if the private email or mobile number is not set in the source data from the HRM.
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Check the affected recipient field in the source system and confirm the value is populated.
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Correct the missing value at the source; eADM does not generate contact details on its own.
Problem: Dynamic Variables Do Not Display Correctly
It is always recommended to preview message flows before you save changes or activate them.
When previewing a message, you may notice that the dynamic variables, such as [UserName], are not being replaced with the correct user data. The cause depends on whether a single variable is failing or multiple variables are failing.
Cause 1: A Single Variable Fails
If only one dynamic variable is not working, the issue is most likely a syntax error within the expression itself.
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Dynamic variables are expressions enclosed in square brackets, for example
[UserName]or[REFERENCE;DisplayName;UserId;1;[Manager]]. -
Carefully check the spelling, syntax, and structure of the failing variable to ensure it is correct.
Cause 2: All or Most Variables Fail
If all or most of the dynamic variables in your template fail to render, the cause is likely invalid code in the message template's HTML source. This often happens when text is copied and pasted from an external application like Microsoft Word, which can insert unsupported formatting tags.
To fix this, you must inspect the HTML source code and remove the invalid tags.
How to Clean the HTML Code
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Open the message flow template and switch to the Source Code view.
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Look for the following invalid tags:
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<span class="code" spellcheck="false">: This tag should be completely deleted. -
<p data-pm-slice="1 1 []">: This tag should be replaced with a standard<p>tag.
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After removing and replacing the invalid tags, save the changes.
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Preview the message flow again to confirm that the dynamic variables now display the correct values.
Note: A helpful tip is to copy the entire HTML source code into a text editor like Notepad++ and use its "Find and Replace" function to quickly clean the code.