Overview
ResponseTek can export files automatically so customers can use the data for their own purposes (e.g. feed their data analysis systems). Sometimes, customers notice that there is some data missing. This article explains why this may happen and what you can do about it.
Solution
One possible reason for the issue is that the data is expected to be sent along with the invitation and then received back on the export but it is not being sent. This means that there is an issue with the invitation generation process that is not generating the invitation files properly. To check if this is the case, analyze the uploaded files and verify that these columns have the expected data.
Another possibility is that the process or system that uses the exported file as input is not correctly parsing the data. There may be some corner cases that are being misinterpreted and the data is lost in the importing process. To determine if this is the case, analyze the exported files and check if the expected columns are properly filled.
If none of the mentioned reasons apply to your situation, please open a support ticket and include the following information:
- The invitation file sent to ResponseTek.
- The corresponding exported files generated by ResponseTek.
- What is wrong with the exported file.
- When the issue started to occur.
- If the issue always happens or only in specific scenarios (e.g. only for a specific collection point)
- Any evidence or screenshots that shows where the data is correct and where it is not.
- Any other information you find relevant to expedite the analysis process.
<supportagent>
When you receive this kind of issue, follow these steps:
- Analyze all the information sent by the customer and try to determine which part of the process is failing. Basically, try to understand if the issue is on the customer side or on our side.
- If the issue is still not clear or the customer has not sent all the required information, ask them to provide it or to book a screen-sharing session so that they can show the investigation they did and help us figure out what is happening.
- If you cannot securely affirm that the issue is on the customer side, escalate the issue to the PS team so they can analyze the configuration and go further on the investigation.
</supportagent>
Testing
The exported files must be generated in the agreed format so that the customer process can proceed.