Problem statement
Examiners need to trust and verify outbound customer email: whether it left our systems, who it went to, and what the notification provider reports - not only a local SENT flag.
Objectives
- Reduce support interactions and escalations where Hosts claim they did not receive the notification emails (especially renewal reminders)
- Increase email delivery success rate by proactively addressing failed emails
User stories
Display email delivery status
As an Examiner, I want to know if an individual STRR notification was successfully delivered so that I can more efficiently address Host support queries and escalations
Success criteria:
- For each notification that is logged as an event (NOC, Approval, Renewal, Cancellation, Suspended) the delivery status is also included in the event log
- The team can query the database for metrics on overall email deliverability and pull reports on failed emails
Flag invalid email addresses
As an examiner, I want invalid email addresses to be flagged in the Examiner Dashboard so I know that some action has to be taken to prevent missed notifications.
Success criteria:
- When an email address has a failed delivery status as a result of invalid address, email address is visually flagged so that users know that there is an issue with the displayed email
- Once the email address is updated or has a successful email notification, the visual indicator is cleared
Failed notifications report
As an examiner, I want a report of all the failed emails that were sent in a given period so that I can reach out to those contacts and have the contact details corrected.
Success criteria:
- The system generates a report (eg. csv file) of all the failed notifications over a given period. The record includes the date sent, type of notification, delivery status (and other relevant information that is already logged on the event / interaction) as well as the registration number.
- The report is periodically updated (every week)
Technical Analysis: See Jimmy's overview of the solution and constraints
Problem statement
Examiners need to trust and verify outbound customer email: whether it left our systems, who it went to, and what the notification provider reports - not only a local SENT flag.
Objectives
User stories
Display email delivery status
As an Examiner, I want to know if an individual STRR notification was successfully delivered so that I can more efficiently address Host support queries and escalations
Success criteria:
Flag invalid email addresses
As an examiner, I want invalid email addresses to be flagged in the Examiner Dashboard so I know that some action has to be taken to prevent missed notifications.
Success criteria:
Failed notifications report
As an examiner, I want a report of all the failed emails that were sent in a given period so that I can reach out to those contacts and have the contact details corrected.
Success criteria:
Technical Analysis: See Jimmy's overview of the solution and constraints