Known Issues · In Review

Viewing a Journey Builder Send tracking IER for non-default account, does not load email thumbnail without first viewing the parent triggered send

Marketing Cloud Integrations , Marketing Cloud Journey Builder

Last updated 2021-07-07 ·Reference W-7053806 ·Reported By 34 users

In Review

Summary
Journey Builder Tracking creates a parent Triggered Send object, and Individual Email Reports associated with that TS. The parent TS will have the email mid stored in the Member_Id__c field, but has no way of saving the Business_Unit__c field. When the IER thumbnail image must be retrieved for the first time, the Business Unit associated with the TS cannot be determined, and so the BU id is null. This results in a callout being made against the API user's default BU, which will fail if the email resides in a different BU. This will result in an error loading the email thumbnail under a contact or leads tracking individual email result. This also causes the Business Unit field to be empty on the initial load of the Triggered Send.

Repro
Create a Journey Builder event that sends tracking back to the Salesforce org. The email send associated with the journey must not be in the API user's default business unit.

Add one or more contacts/leads to the journey, and wait for an IER to be generated for that contact or lead

View the IER image associated with the contact/lead

Instead of a thumbnail of the email send, the page will display an error

Click on the link to the parent triggered send object

The record will load, and the triggered send chart page will initialize (note there will be no thumbnail for the triggered send because there is no email id to reference for JB sends)

Go back to the original IER

The email thumbnail should load successfully

Workaround
Load the parent triggered send record from the Individual Email Result, then return to the IER after the triggered send tracking chart has been displayed.