Understanding the Issue

The issue resulted in engagement data being lost during the affected window, causing Marketing Performance and Campaign Insights reporting to display zero opens and clicks. Additionally, flow logic that relies on “Wait Until Event” steps for email opens or clicks may not have functioned as expected during this period.

The root cause of the issue was a temporary incompatibility between two components responsible for processing email engagement events, caused by an internal service deployment.

Fixing the Issue

A fix has been developed, reviewed, and deployed across all affected regions. Our teams are actively monitoring the rollout to ensure the issue is fully resolved and that engagement data is flowing correctly.

Preventing Future Issues

To prevent similar issues in the future, it is essential to regularly review and monitor engagement data and report any discrepancies to Salesforce support.

example.js

// example code to monitor engagement data

Heads up: Regularly reviewing and monitoring engagement data can help prevent similar issues in the future.

Checklist for Resolving Open and Click Tracking Issues

• Verify that email sends are live and not test sends
• Check that click tracking URLs are present on links in emails
• Review engagement data and report any discrepancies to Salesforce support
• Regularly monitor Marketing Performance and Campaign Insights reporting for zero opens and clicks
• Test flow logic that relies on “Wait Until Event” steps for email opens or clicks

Frequently Asked Questions

What is the root cause of the open and click tracking issue in Marketing Cloud Next?

The root cause is a temporary incompatibility between two components responsible for processing email engagement events, caused by an internal service deployment.

How can I prevent similar issues in the future?

Regularly review and monitor engagement data and report any discrepancies to Salesforce support.

What are the symptoms of the open and click tracking issue in Marketing Cloud Next?

The symptoms include zero opens and clicks in Marketing Performance and Campaign Insights reporting, and flow logic that relies on “Wait Until Event” steps for email opens or clicks not functioning as expected.

How can I verify that the issue is resolved?

Verify that engagement data is flowing correctly and that Marketing Performance and Campaign Insights reporting is displaying accurate opens and clicks.