Callback - DOCUMENT_SIGNED not triggered

Hi Alex,

From the best of my knowledge, I think DOCUMENT_SIGNED event will be triggered when all signers have completed signing signatures on this document and clicked "Confirm" button. From what we've learned, I don't think it should be related to whether user has clicked "Done" button (if you meant the button previously says "Next", this is so-called navigator)

Few questions:
(1)Is this issue reproducible - your handler can't receive any DOCUMENT_SIGNED events, while other events function well?

(2)Can you provide the package ID of this package?

(3)Could you check the account email to see if there's any callback failure email? OSS would send a failure email if when the system failed to deliver a callback, e.g. Internet issue, response over time, your handler didn't return 2xx response, etc.

Duo

Hi Duo, 

When I accept the OneSpan consent form, I do receive an event for DOCUMENT_SIGNED. 

{         
"@class": "com.silanis.esl.packages.event.ESLProcessEvent",
"createdDate": "2022-03-18T21:54:23.658Z",

"documentId": "default-consent", 

"message": null,

"name": "DOCUMENT_SIGNED",

"packageId": "VLu4DI3iBZJu2MvQU01mPy-SobY=",

"sessionUser": "0d9f88a6-7c33-4b29-92fd-a80c06bbf624"    

 }

After that, if I click to sign my own document and then submit, I do not receive the event for the my document being signed. 

I tried this on several documents and it seems if I click "done" before "confirm" I do receive the event.

Could you provide some clarity on what the "done" button is for anyways?

Also, I am on a sandbox account.

Hi Alex,

Thanks for the information! From what I saw in the BackOffice, the signer hasn't signed the signature in document "INV-186". I believe if you returned to the Signing Ceremony, it should still allow you to sign.

Duo

Hi Duo, 

Could you take a look at this package?

    {        

 "@class": "com.silanis.esl.packages.event.ESLProcessEvent",        

 "createdDate": "2022-03-21T21:10:43.708Z",         

"documentId": "default-consent",       

  "message": null,         

"name": "DOCUMENT_SIGNED",        

 "packageId": "WgcYHI-QrY5RJohknIdSnnp5hYc=",       

 "sessionUser": "38fd527d-d8b1-4946-bb83-7ec5ce159fca"   

 }

we only received the consent form event, but not the signature.

Hi alexha415,

For this one, the package has been completed and both documents have been signed. Have you also received the PACKAGE_COMPELTE or SIGNER_COMPLETE event? If the issue is consistent, you can raise a support ticket ([email protected]) and our support agents are able to pull the callback history within a given time range.

Duo