Summary:

Duplicated reminder messages may be sent when the Send Reminder Message option has been selected for a task or an appointment.

When a reminder message is sent for tasks or appointments, the Cmli_SmsMessageSent column in the Comm_Link table is set to "Y."
This value indicates a reminder message has already been sent for a particular communication record, which will prevent the system from sending subsequent reminder messages.
A reminder message can be sent as an e-mail or a Short Message Service (SMS) message. For more information on reminder preferences, please refer to the System Administrator Guide.

Symptoms:

The escalation rule may not have been correctly configured. In addition, the Cmli_SmsMessageSent column may have been set as a system field, which prevents the field from being used in a Sage CRM screen. As a result, Sage CRM will continually send reminder messages.

Work around / Resolution:

The instructions provided below ensure the database is configured correctly to prevent duplicated reminder messages from tasks and appointments from triggering. These steps involves running SQL statements using the Microsoft SQL Query Analyser. For more information on using the Query Analyser, please refer to the Microsoft web site or a database administrator.

1. Verify the Default E-mail Reminder Escalation Exists and Is Enabled:

Make sure that the E-mail Reminder escalation is configured correctly.


2. Ensure the Cmli_SmsMessageSent Entry Exist in Sage CRM Database:

Run the following query using Microsoft Query Analyzer:

Select * from Custom_edits Where Colp_colname='cmli_smsmessagesent'

Once the SQL Statement is executed, a row should return where column name Colp_ColName shows the value of cmli_smsmessagesent.


3. Verify that Cmli_SmsMessageSent is Not Set as a System Column:

In the returned row that was executed in the above steps, look for the Colp_System column and check to see the column value is not set to "Y."

If the Colp_System column is set to "Y," apply the following script in order to make the column a non-system type:

Update Custom_edits Set Colp_System='N' Where Colp_colname='cmli_smsmessagesent'

Once the query is executed, the bottom grid should show the following message confirming the action:
(1 row(s) affected)

Run the query provided in the first set of steps provided above again and check the return row to confirm that the Colp_System column value is set to "N."


4. Ensure the Yes/No Caption Family Exist in the Sage CRM Database:

Run the following query using Microsoft Query Analyser:

Select * From Custom_Captions Where (Capt_Family = 'YesNo')

Once the SQL statement is executed, two rows should return where the Capt_Family column shows the value of Yes/No.


5. Verify that the Yes/No Caption Family is Not Set as a System Column:

In the two returned rows that was executed in the above steps, look for the Capt_System column and check to see the column value is not set to "Y."

If the Capt_System column is set to "Y," apply the following script in order to make the column is a non-system type:

Update Custom_Captions Set Capt_System='N' Where capt_Family='YesNo'

Once the query is executed, the bottom grid should show the following message confirming the action:

(2 row(s) affected)

Run the query provided under the section Ensure the Yes/No Caption Family Exist in the Sage CRM Database and check the returned rows to confirm that the Capt_System column is set to "N."

Once the escalation rule is setup correctly and all settings in the database are verified, when a reminder message is sent for tasks or appointments, the Cmli_SmsMessageSent column should now populate accordingly to prevent duplicated reminder messages to be sent for a particular communication record.