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Posted by calliduscloudnexus at Apr 17, 2017, 6:56:44 PM
Reminders not working for a user
Hi,

A user set reminder emails for the "Maintenance: Commissions" event on April 16, 2017 event in the maintenance child calendar of calliduscloudnexus with the two emails commissions_callidus_notifications@intel.com and geckoses@gmail.com. He didn't receive emails for either account. Can you please check to see if a) he set things up right; and, b) the emails went out? Thanks.

Paul

Posted by support at Apr 19, 2017, 3:43:52 PM
Re: Reminders not working for a user
The reminder was set, but what I cannot see is when it was set.
"Public" reminders are hardcoded to be 24 hrs in advance.
If a reminder is set <24 hrs before an event, the user won't receive an email.

In the code, a user is not supposed to be able to set a reminder on an event in the past, or if it's coming up in <24 hrs. However, there may be a loophole related to time zone differences that allow a user to set a reminder less than a day in advance.

If the person can recall when they set up the reminder, it would be useful information. Or, it may have gone to their spam folder. We only turn on logging for emails if we are working on an issue.
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Marc Higgins
Support Associate, localendar.com
Follow us on Twitter! http://www.twitter.com/localendar_news

Posted by calliduscloudnexus at Apr 19, 2017, 6:21:54 PM
Re: Reminders not working for a user
Thanks for the information. The user said he set the reminder last Thursday, but he is not sure when during the day. Does that help?

You said that time zones may have affected his ability to set the reminder. He is in Sacramento (Pacific Time), and I'm assuming you're GMT, correct?

This is a repeating event, so will he get a reminder email next Saturday?

Posted by calliduscloudnexus at Apr 24, 2017, 5:44:34 PM
Re: Reminders not working for a user
I have created an event Test Event in the Releases child calendar for 4/26 at 4pm Pacific Time. The user has set up a reminder for it within the last hour, and so have I.

Posted by support at Apr 26, 2017, 1:05:30 AM
Re: Reminders not working for a user
You are correct that the localendar servers are set on GMT. The way reminders works is complicated wink

Basically, every 5 minutes, a process runs which says "Should I send out an reminders for this time slot?" To answer that question, it looks at all localendar events, and their timezone. It also looks at a list of timezones and their offset from GMT.. and it looks to see if that particular timezone is in DST (or not) and what DST offset should be applied (sometimes it's an hour, but some country's timezones have only 30 min for example)

For example, at 9:55PM GMT (or UTC) when it runs this check, it realizes that PST is currently at a -7 hour offset, or 2:55PM (the same day - more math!)
Now localendar can say "Are their any events at 3PM PST that have a reminder set for 5 minutes before?" localendar also needs to know how far in advance of the actual event a reminder should be sent. So 5 min reminder for a 3PM PST event will be sent at 9:55 GMT.

That's probably more than you wanted to know. Maybe I had too much coffee earlier.
----------------------------------------
Marc Higgins
Support Associate, localendar.com
Follow us on Twitter! http://www.twitter.com/localendar_news

Posted by calliduscloudnexus at Apr 26, 2017, 7:58:26 PM
Re: Reminders not working for a user
Thanks for the explanation. I think the user just got caught in a time gap.

We both have reminders set for this weekend's maintenance period, which is a repeatable event. If that works, then everything's good.

Posted by calliduscloudnexus at May 13, 2017, 1:33:27 PM
Re: Reminders not working for a user
I am still not receiving reminders for the Sunday recurring event. I created a recurring test event, and I received reminders for that. I am afraid that users are still not receiving reminders for that event. Your help would be appreciated.

Posted by support at May 16, 2017, 5:34:53 PM
Re: Reminders not working for a user
Is this the 24-06 Maintenance Commissions event?
This is merged in from an outside calendar. Is the reminder set on that external calendar (Maintenance) or are you checking the "remind me" box from the event's pop-up detail window (I have to ask, b/c it will tell me where to look)
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Marc Higgins
Support Associate, localendar.com
Follow us on Twitter! http://www.twitter.com/localendar_news

Posted by calliduscloudnexus at May 16, 2017, 9:58:24 PM
Re: Reminders not working for a user
Yes, that is the event. I set the reminder by clicking on the event in the master calendar, entering my email address in the popup, and clicking on Set.

Posted by support at May 22, 2017, 11:53:48 PM
Re: Reminders not working for a user
Ok - those types of reminders set on the published calendar view (I call them "anonymous public reminders") are managed differently than the reminders set on events directly in the Event Editor.

I've set a test reminder on an event you have tomorrow and will monitor my mail to see if it comes through.
----------------------------------------
Marc Higgins
Support Associate, localendar.com
Follow us on Twitter! http://www.twitter.com/localendar_news

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