[SOLVED] Email tenders have 24 hour response time

[Tuuk79]

Hello,

Email tenders have been going out with a 24-hour response time. The email tenders are configured to 1 hour response time. Are there any suggestions on where to look? Would this be a conflict with contacts?

[bmj_23]

Re: Email tenders have 24 hour response time

Hi - each service provider will have a "Primary" contact assigned to it. The email address on the primary contact is the one that is used for sending out shipment tender notifications and it is the response time defined on that contact that determines the tender response time. If you dont have a response time on your primary contact, then a default of one day will be applied I think.

Try that configuration and re-post if you are still having problems

[Tuuk79]

Re: Email tenders have 24 hour response time

We don't put email addresses on service providers because we use dispatch locations. The dispatch location has an email address on it. Do you have any other suggestions? I greatly appreciate the help!

[bmj_23]

Re: Email tenders have 24 hour response time

Hi - so does the contact on the location that you are using in the dispatch level tendering configuration have a tender response time of 1 hour set on it ?

And, are you sure that the dispatch level tendering is working correctly and that OTM is not just taking the primary contact from the service provider ? is there actually an email address set on the service provider ?

[Tuuk79]

Re: Email tenders have 24 hour response time

Yes, the response time is set to 1 hour for the dispatch location. I believe the dispatch location links to the contact table and pulls an assigned contact from there. That contact has a valid email address. Also the service provider does not have an email address on the communications tab. I understand this would supercede the dispatch location. I tried to check for multiple contacts with the same location_gid also. Should there be any input for the external system field?

[bmj_23]

Re: Email tenders have 24 hour response time

If the email tender is going out to the email address defined on the dispatch location and that has a tender response time of 1 hour defined, the configuration sounds OK. (If the dispatch level tendering was not working correctly, then because no primary email address is defined on the service provider, no tender notification would be generated).

If that service provider email address was populated, it would not over ride the dispatch level tendering, it would only be used if the shipments source region did not fall in to any of the regions defined on your dispatch locations.

I would check the log files at this point to see where the contact information is being populated from when you run the secure resoures process (or whatever you are using to generate the tender notification). Alternatively, turn off dispatch level tendering and try it using the primary contact on the service provider as the contact to see if that is working correctly.

[Tuuk79]

Re: Email tenders have 24 hour response time

Your advice is very helpful, thank you! I will use your advice and post a solution when I succeed. Thanks again!

[tangfj]

Re: Email tenders have 24 hour response time

No you do not need an external system for contacts/tendering unless you are tendering to an external system, which in your case you are not. As far as your problem goes, check and make sure that your service provider and dispatch locations have the same Corporation ID... this is how they are linked for tendering.

I know I've seen this problem before when OTM tenders out 24 hours instead of the time you specified but I can't remember why right now. If you read your logs after tendering it should pop out at you. Are you sure the e-mail tenders are going out correctly? Sorry I can't help more, but I remember that this has something to do with OTM not being able to find something during the tendering process so it defaults to 24 hours for response time. It may have something to do with the logistics involved party on your shipment. If I remember I will post again and let you know. Good luck!

[tangfj]

Re: Email tenders have 24 hour response time

Oddly enough, I just ran into this issue today. Check your contact on the dispatch location and on the notification tab make sure you have an expected response. If OTM cannot find an expected response, the default is 24 hours after the time of tendering. From your issue, though, it sounds like OTM cannot find the dispatch location contact and is using the main contact on the service provider.

For dispatch level tendering again, make sure that:

- your dispatch location has the same corporation id as the service provider
- there is a region populated on the dispatch location so OTM knows what source locations is valid for that dispatch location
- the location role on the dispatch location is set to DISPATCH LOCATION
- the contact associated with the dispatch location has a communication method of e-mail with appropriate response time

Hope this helps.

[Tuuk79]

Re: Email tenders have 24 hour response time

Does it matter if the contact associated with the service provider (when clicking details) is different from the targeted dispatch location's associated contact?

[tangfj]

Re: Email tenders have 24 hour response time

Does it matter if the contact associated with the service provider (when clicking details) is different from the targeted dispatch location's associated contact?

No, the contact on your service provider should be different from your associated dispatch location. One other thing you should check is whether or not the "Dispatch By Region" checkbox is checked on your service provider.

[Tuuk79]

Re: Email tenders have 24 hour response time

Thanks for all the help! This problem seemed to go away after making sure the is_primary_contact field is limited to only one contact. Thanks again!