Journey not triggering for profile despite meeting event conditions
In 51黑料不打烊 Experience Platform鈥檚 (AEP) Journey Orchestration, there are instances where a journey doesn鈥檛 trigger for a specific profile, even though the event conditions are met. To fix this, verify profile enrollment, manage journey versions, and handle profile progression.
Description description
Environment
Journey Orchestration
Issue/Symptoms
A journey fails to trigger for a specific profile even though the profile meets the event conditions. The journey works correctly for other profiles. This issue occurs when multiple versions of a journey exist, and the affected profile is already enrolled in an older version. In all journey types, a profile cannot be present multiple times in the same journey at the same time for all active versions. The profile identity is used as a key to check if a person is in a journey. The system does not allow the same key, such as CRMID=3224, to be in different places in the same journey.
Resolution resolution
- Check if the profile is enrolled in an older version of the journey. A profile cannot be present multiple times across different versions of the same journey simultaneously.
- Ensure only one version of a journey is active at any given time.
- Check if any profiles are stuck or have long wait times that prevent them from exiting older versions promptly.
- Verify that no profiles are still progressing through older versions when publishing a new version.