BBIS event registration acknowledgement emails getting stuck

Roberto Haddon

We're using Events 2.0 (not COER) and have noticed some event registration acknowledgement emails (but not others) getting stuck in Email>Messages - one row per registrant. If we edit the message we see a non-merged template of the type normally sent to a recipient list rather than an individual.


Normally we would expect one row per event in Email>Acknowledgements, where we can also see the number of emails sent out and then drill down to the report to see recipient details.


Using SQL to looking at emails and email templates at the database level (BBIS tables Email and EmailTemplate) we see that the stuck emails and the associated email templates have Type = 0. If I understand correctly, this Type = 0 is the type normally associated with a recipient list, whereas we would have expected the acknowledgement emails to have Type = 1. Again if I understand correctly, this Type = 1 is the type associated with an email/email template intended to be sent out individually as and when someone registers for an event.


But where/how does this email/email template type get set? We do have other, similar events where the acknowledgement emails are being sent out correctly, as and when someone registers.


Normally our users copy pre-existing event parts when setting up a new event. Obviously this fault has crept in at some point and we want to stop it spreading - but face masks won't work in this case!


Has anyone experienced something similar or can anyone suggest something we can look at, check, tweak or amend?


Many thanks in advance


Roberto Haddon

Database analyst

University College London

Roberto Haddon

Finally sorted this out ourselves (Blackbaud weren't able to help).


We had created a template Event Registration Form in BBIS but had linked an event migrated from our legacy system rather than an event created in CRM.


The template seemed to have been created successfully but when it was copied, this process wasn't able to copy the Acknowledgement Email details from the template. It appears that this is the point where the Type was set to 0 instead of 1.


So, if you ever do anything similar in your institution, make sure to utilise an Event created in CRM and not a legacy-system record!


Roberto Haddon