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Help - workflows

  • 1.  Help - workflows

    SILVER CONTRIBUTOR
    Posted 11 days ago
    We are a no-code house...about two years ago, I wrote and approval workflow, contingent on a separate READ EMAIL workflow that read email responses for Yes (Approved) or No (not approved) and update an approval field in my opportunity entity so that the primary workflow could read the approval ad send an email notifying key personnel.

    The update record part of this conglomeration stopped working (according to process sessions about six months ago) without my realizing it and I have tried all morning to get it back. The premise is the workflow reads the email response (in reply to) and updates the opportunity record. EVERYTHING works except the record update...ideas?

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    Merry Hunter
    Director ESD Operations
    Zachry Holdings, Inc.
    San Antonio TX
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    Conference-CRMUG_200x200


  • 2.  RE: Help - workflows

    Posted 10 days ago

    Hi Merry,

    could you maybe share some (obfuscated) screenshots of your workflow setup? That would help for troubleshooting. 

    all together, considering you're a no-code house, a better solution for this would be a Flow I think, but as a first step you might want to find out why it stopped working in the first place...



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    R. Vriezen
    Eindhoven, Netherlands
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    Conference-CRMUG_200x200


  • 3.  RE: Help - workflows

    D365UG/CRMUG ALL STAR
    Posted 10 days ago
    How have you verified that everything else is working?

    I'm wondering if you should modify your update step to additionally update another field with a static value. Then you can see if the update is firing but maybe when it populates the field, it does not have any data to add.

    Is this also happening in a Dev environment? It would be nice to troubleshoot in a non-production environment if you can. Then you could manually run a few multiple times to try to find the problem.​

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    Kylie Kiser
    Product Owner, CRM
    Ascensus

    www.CRMUG.com/Washington
    KylieKiser.com
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    Conference-CRMUG_200x200


  • 4.  RE: Help - workflows

    SILVER CONTRIBUTOR
    Posted 10 days ago
    Trying a couple things this morning including having the workflow update a "same entity" text field with a static value..

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    Merry Hunter
    Director ESD Operations
    Zachry Holdings, Inc.
    San Antonio TX
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    Conference-CRMUG_200x200


  • 5.  RE: Help - workflows

    SILVER CONTRIBUTOR
    Posted 10 days ago
    Trying a couple things this morning including having the workflow update a "same entity" text field. I was going to go the Flow route but my experience has been if the entire process is in CRM, then works better to just do a CRM workflow. About an hour away from deciding - again - that I can't make it work. Will send screenshots.

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    Merry Hunter
    Director ESD Operations
    Zachry Holdings, Inc.
    San Antonio TX
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    Conference-CRMUG_200x200


  • 6.  RE: Help - workflows

    Posted 10 days ago
    Not sure if this what you are encountering, but I have had situations like this in the past that were caused by security (or security changes). For example​, a user whose privileges are under a role that was not tested before triggers a workflow and the workflow then cannot perform an Update, Create or 'Append To'.  OR, there is a change to a role (inadvertently or otherwise) that removes a privilege that is needed for workflows that get triggered by those users.

    I have also seen where upgrades of D365 add a new privilege that is then required for certain steps in CRM.  By default, these privileges may not be set so we have had to go in and apply these new privileges after an upgrade to fix the issue.

    These situations are normally identifiable if the workflow step works for an Admin but does not run for other users.

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    Justin Donohoe
    Technical Architect
    Federal Reserve Bank - FRIT
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    Conference-CRMUG_200x200


  • 7.  RE: Help - workflows

    SILVER CONTRIBUTOR
    Posted 10 days ago
    I think I have it figured out. It won't update ANY record because the received status of the response is considered a CLOSED activity and cannot be edited.

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    Merry Hunter
    Director ESD Operations
    Zachry Holdings, Inc.
    San Antonio TX
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    Conference-CRMUG_200x200


  • 8.  RE: Help - workflows

    SILVER CONTRIBUTOR
    Posted 10 days ago
    So after about 75 tweaks and 150 tries I figured out a few things: 1. workflows stopped updating fields after we moved to Exchange online 2. Check condition to change email status needed to be less specific that I was using 3. I had to change BOTH the status and status reason

    Now, all I have to do is get my records to update...:)

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    Merry Hunter
    Director ESD Operations
    Zachry Holdings, Inc.
    San Antonio TX
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    Conference-CRMUG_200x200


  • 9.  RE: Help - workflows

    Posted 9 days ago

    Great to hear you were able to solve it, Merry! 

    Workflows and status/status reasons can be tricky at times. Another thing you can do for status updates is using the "Change Status" step in your workflow rather than "Update Record". In the attached screenshot it shows how you can use them separately to prevent a record from being closed (read-only) when you try to update it.


    Hope it helps you, or someone, in the future!



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    Rogier Vriezen
    Functional Consultant
    Amsterdam, Netherlands
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    Conference-CRMUG_200x200


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