Hi all,
Forgive me if this is a silly question; we've had some staff changeover in the last few months and we're making up for some lost institutional knowledge.
We recently sent an email that referenced inside sal as the name field. This isn't a field I'm familar with, as I use esal for my print pieces. Unfortunately, we got an email telling us that the email went out to one customer addressed to "Barb and Frank," but Frank is deceased. We've dug through the record a million ways, and the relationship between his individual record and the household has been inactivated, his record has been marked as deceased, the salutations have been regenerated, etc. He shows up nowhere on the record except as an inactivated relationship...and, apparently, on the inside sal, but I can't actually find that through the client view.
We need to figure out:
1) Why lsal_desc apparently didn't update,2) How to fix lsal_desc on this and any other problems records, and3) Is there any reason we need to use lsal_desc, instead of just using esal1 if we are happy with how that is formatted?
This all seems to be above my technical knowledge, so any help would be appreciated. Thanks!
Beth
Perhaps the “Barb and Frank” salutation was uploaded some time ago to your e-mail application. When your e-mail template called for that piece of data, the e-mail application supplied it. Just a guess…
Lucie
______________________________Lucie SpielerIT Development and Training Manager
Hey Beth -
Did you look on the Names tab Salutation RB and make sure that there wasn't a specialized name made (for example a development specific one) that wasn't the default? We've had issues where someone has made a special (non-default) salutation which doesn't get auto re-generated when you make changes to an account unless you right click on that Gen Sal button and choose the salutation type specifically.
It sounds like you scoured, but I just thought I'd ask! And you've checked through SQL as well? Otherwise, what a mystery!
- Heather
We've had a similar issue with WordFly. It seems to store the salutation when you first import it and then, from then on, when you bring in an email address, it looks up its stored salutation, not the latest one from Tessitura.
So the first thing to check is to look in your email program, and look up that customer's email address. If it's WordFly, they will have stored other details like the salutation, and that's probably where you'll find the culprit.
To fix it moving forward, you want to make sure that any time you are notified of a death, that you change not only the Tessitura record, but get into your email client and change it there to be on the safe side.
Cheers,
Matt