Important Update About SP17 And SP18

Samantha McGuin

Important!  Please read if you send email through CRM Marketing Efforts or BBIS, and are currently using SP17 or SP18, or are planning to upgrade to SP17 or SP18.


We want to let you know about some issues regarding email open and click-through data and link redirection that have been reported in SP17 and SP18.  We understand this is an important time for email as we come up to Giving Tuesday and the end of year giving season, and these issues are considered critical. We have teams working around the clock to deliver hotfixes in SP17 and SP18 for these issues and want to let you know what's going on so you can be aware of and plan for any needed updates.
 
What is the issue that is occurring?
Opens and Clicks

• Any email sent from SP17 or SP18 is not recording email open counts correctly.
• Any email sent prior to SP17 is not recording clicks after an upgrade to SP17 (note: in this use case, while the email was sent prior to the SP17 or SP18 upgrade, the recipient clicks on the link after the upgrade has occurred.)

 Note: Emails sent in SP17 or SP18 ARE recording clicks correctly.
 
Link Redirection
 

• Any link from an email sent prior to SP17 which contains external URLS (linking to a website other than the BBIS site the mail initiated from) are being redirected to the BBIS home page after upgrade to SP17 or SP18 (note: in this use case, the email recipient clicks on the link after the upgrade has occurred.)

 
When will a fix be provided?
Our current plan is to release hotfixes for BOTH SP17 and SP18 as soon as possible.  The hotfix for SP17 will be released first on Thursday, November 15th, followed by a SP18 hotfix approximately 2 business days later.