Workflows - Troubleshooting
Page Contents
- 1 Why isn't my Workflow working?
- 2 Common Workflow Errors
- 3 How do I delete a Workflow?
- 4 Why did my Workflow trigger for events in the past?
- 5 A Workflow didn't execute when all criteria was met. Instead it states 'Object Deleted'
- 6 Why did my Workflow not trigger after deleting & manually re-adding a Delegate?
- 7 Consolidated Workflow has split an email in to two
- 8 Can I set a rule to only send Workflows for Delegates with a specific Booking Cost?
If you’re experiencing problems when managing Workflows, then you’re in the right place! This guide walks you through the most common Workflow-related issues and questions and how to resolve them!
Why isn't my Workflow working?
If you are having trouble with a Workflow triggering, please check the following:
Check the Workflow is ‘Active’
While confirming that a Workflow is marked as ‘Active’ may seem like an obvious first step when troubleshooting why it isn’t triggering, this simple detail can sometimes be overlooked.
To check whether the Workflow is Active or not, add the ‘Active’ column into the Workflow DataGrid
Yes = Active
No = not Active
If your Workflow is showing as ‘No’, right click the Workflow and select ‘Set as Active’ from the context menu
Check the Settings against the intended Instance
A Workflow will not create an instance or trigger if the intended instance (‘Object’) doesn't meet the rules of the Workflow.
Please Note: the settings shown below in the example will vary to the Workflow you are looking at, however, the basis of the guidance is still the same.
When checking the settings, we recommend opening 2 tabs on your web browser. One with the settings of the Workflow and one showing the intended instance, for example, the User, Course or Invoice
Tab 1
Tab 2
Go through each setting and ensure that the intended instance (object) meets the rules
For example, in this case:
Has the Delegate status changed to ‘Completed’? - Yes
Settings:
Intended Instance (Object):
It has changed from ‘Booked’ to ‘Completed’
You can see this by checking the Audit Logs for this Delegate
You will see that it was changed from ‘Booked’ to ‘Completed’
Important
If your Settings have Date related rules that use ‘in Time Period’ as an operator - it’s worth knowing that a rule like ‘in the last 6 months’ is actually referring to the previous six months, and excludes instances for the current month.
This is the same for DataGrid Filters.
Is the Delegate Invoice in the status of ‘Completed’?
In this case:
Settings:
Intended Instance (Object):
Yes, the Invoice status is in ‘Completed’
The Delegate has met the rules of the Workflow and an Instance has been created. Make sure you check every rule as this may pin point why your Workflow is not triggering.
If they do not meet the rules of the Workflow, this will be why it hasn't triggered. You will need to make sure that the intended instance (Object) meets the rules for the Workflow to trigger. Once you update the object (i.e. a status) the Workflow will trigger for them.
Check if an instance has already been created
Depending on the settings within the Workflow Action, it could be that an Instance has already been created, it just hasn't triggered yet as the ‘Action Time' hasn’t passed yet.
For example, if your action is set to trigger ‘30 days’ after the ‘Start Date’ and this hasn't passed, then the Instance won't have triggered.
To check for an Instance, right-click the Workflow and select ‘Instances’ from the context menu
This will open the Workflow Instances DataGrid. Depending on the type of Workflow you are searching for i.e. Delegate, Course, Invoice, search for the ‘Delegate ID’, ‘Course ID’ or ‘Invoice ID’ using the search bar
Ensure you have the ‘Object ID’ column within the Instances DataGrid
In this example, you will see that it is using the ‘Delegate ID’ this is a combination of the Users ID & Course ID
Usually searching for either one of these, will show the Instance. If no Instances show, then an Instance wasn't created. Reach out to the Customer Support Team for further support
If an Instance does show, right-click the Instance and select ‘Actions’ from the context menu
This will show the status of the Instance
Active = Waiting to send on the ‘Action Date’
Completed = Action has sent
Failed = An error has occurred, this will show an error in the ‘Error message’ column
If you know the status is ‘Active’, check the Workflow Action Date and check again when this time has passed
Right-click the Workflow and select ‘Actions’ from the context menu, then select ‘Edit’ on the Workflow Action to view the Parameters of the Workflow.
If the Workflow is showing as ‘Completed’ please move onto the ‘Try re-executing the Instance’ section below
If the Workflow has ‘Failed’, first see section ‘Check if the intended recipient has an Email Address’ or 'Check the Settings against the intended Instance' or please reach out to the Customer Support Team for further support
Try re-executing the Instance
If you have checked the Workflow Instance following the steps above and the Instance is showing as ‘Completed’ then try re-executing the Workflow to see if it sends again. It could be that the intended Instance missed the email in their Junk and Spam folders or deleted it by accident, so you can resend it again by re-executing the Instance
To re-execute the Instance, right-click the Workflow and select ‘Instances’ from the context menu
Depending on the type of Workflow you are search i.e. Delegate, Course, Invoice, search for the ‘Delegate ID’, ‘Course ID’ or ‘Invoice ID’
Ensure you have the ‘Object ID’ column within the Instances DataGrid
Search for the Instance within the Workflow Instances DataGrid.
Right-click the Instance and select ‘Actions’ from the context menu
Right-click the Instance and select ‘Execute’
Check within the ‘Communications’ DataGrid or ‘Email Logs’ to ensure it has sent correctly.
For further guidance on Communications, please see the following: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/128942205
Check if the intended recipient has an Email Address
If the intended recipient doesn't have a valid ‘Email Address’ within their Account then the action will fail within the Workflow. Be sure to check the User and Account for a valid Email Address
This error will be clear within the ‘Error Message’ column of the Workflow Instance
To check this
Select ‘Users’ from the Main Navigation Menu on the left hand side, search for the User in question using the search bar and then select ‘edit’ from the context menu
Scroll down until you see the ‘Email Address’ field
If there is no Email Address, add a valid Email Address and then click the ‘Save’ button in the top right hand corner and then re-execute the Workflow.
If there is an Email Address present, check if its the Account Email address that is missing, to do this, scroll down on the same User until you see the ‘Main Account’ field under the ‘Employment’ section
Click the ‘Main Account’ and select ‘Edit Account’ from the context menu
This will open the Users Main Account details.
Scroll down until you see the ‘Email Address’ field
If this is empty, add a valid Email Address and then click the ‘Save’ button in the top right hand corner. Go ahead and re-execute the Workflow Instance
Check the Action is set up correctly
Sometimes, if a Workflow action hasn't been set up correctly, and an Instance should have created but isn't showing in the ‘Workflow Instances' DataGrid, there is a ‘Workflow Errors’ DataGrid you can check
Check to see if an Instance has already been created by following the guidance above (Check if an instance has already been created)
If there isn't an Instance showing, on the left hand side, click the ‘Errors’ option in the Workflow Menu
This will open the Errors DataGrid. Check the first error at the top of the DataGrid, check the time of the error against the time that the intended instance should have created
This will show an error message. The error message may vary, however, if its clear that the error message states that the ‘the following parameters have not been mapped: Email Template’ then this means that the Email Template hasn't been created properly.
Please Note
If you are seeing an error that doesn't match the above, please reach out to the Customer Support Team for further Support
To fix this, from the Workflow Menu on the left hand side, select ‘Actions’
Right-click the Action and select ‘Edit’ from the context menu
Check that the ‘Parameter Action Date’ is correct
Check that there is a ‘To address’ selected
Check that the ‘Email Template’ has been added and that this isn't blank or ‘Custom’ but empty
If any of the above are missing, this will cause the Workflow to error as it doesn't know what its sending to the intended Instance.
To retrigger the Workflow, you will need to make a change to the Course ID, Delegate ID, Invoice ID to trigger it again. We usually recommend changing a status from the current status, to another status and then back again.
Check the Audit Logs of the Workflow and intended instance
In some instances, a Workflow may fail to trigger because its settings have been modified. For example, the Workflow might have originally been configured with a specific set of rules, but over time, those rules may have been added to, removed, or altered.
When this happens, the Workflow may no longer meet the criteria required to execute, which can prevent the expected actions, such as sending emails or updating records from occurring. It’s important to review any recent changes to the Workflow rules to ensure they still align with the intended logic and desired outcomes.
To check the Audit Logs of the Workflow, please see the following:
Right-click the Workflow and select ‘Audit Logs’ from the context menu
This will open the audit Logs for that particular Workflow
Every time you click the ‘Save’ button when making changes, its saves the changes in the ‘Audit Logs’ which looks like:
There are a number of AI-powered tools available online that can help you identify changes within this column. By simply copying and pasting the contents of the ‘Detail’ field, these tools can highlight exactly what has been modified.
In other cases, the issue may be that the Delegate, Course, Invoice, or other related record does not currently meet the conditions specified in the Workflow. To verify this, please refer to the “Check the Settings Against the Intended Instance” section above, which provides guidance on reviewing and confirming Workflow rules against the specific record.
Please note
If you have checked all of the above and still having issues with working out why your Workflow hasn't triggered, please reach out to the Customer Support Team for further Support
Common Workflow Errors
Here are some common Workflow Errors and how to resolve them
The following parameters have not been mapped: Email Template
Full error | Error creating workflow instance from template '[Name of Workflow]' or Error Updating Parameter Values for workflow action Send Email |
|---|---|
The issue | The Workflow Action does not have a selected Email Template |
Solve | Assign an Email Template or write an email on your Workflow Email Action |
Error executing workflow action Send Email
Full error | Error executing workflow action Send Email |
|---|---|
The issue | The rules of the Workflow were no longer met |
Solve | Identify why the item no longer met the rules of the Workflow, re-execute the instance once the rules are met |
The following parameters have not been mapped: To Address
Full error | Error creating workflow instance from template '[Name of Workflow]' or Error Updating Parameter Values for workflow action Send Email |
|---|---|
The issue | The Workflow Action does not have a selected recipient |
Solve | Assign at least one ‘To Address’ on your Workflow Email Action |
Trigger object did not satisfy creation rule
Full error | Trigger object did not satisfy creation rule + accessplanit query language |
|---|---|
The issue | The rules of the Workflow were not met |
Solve | Identify why the item did not meet the rules of the Workflow, re-execute the instance once the rules are met |
Cannot find meta data for WorkflowDataType
Full error | Cannot find meta data for WorkflowDataType 'XXXXX' |
|---|---|
The issue | The Platform has had a Reset at the same time the Workflow is checking an object against its rules |
Solve | Retrigger the instance if it is a genuine instance |
How do I delete a Workflow?
Only accessplanit has the ability to delete Workflows from the Platform.
If you are sure you would like a Workflow permanently deleted, then please contact the Customer Support Team for further support.
Make sure you provide the Workflow ID(s) when requesting for them to be deleted.
Why did my Workflow trigger for events in the past?
Related help guide page(s):
If a Workflow instance was created earlier in the year (as shown in the Date Created field within the Workflow record), and the Workflow meets its defined execution rules, it will proceed to send as expected.
However, it’s important to note that a Delegate can be associated with a Course that meets the conditions of the Workflow—even if that Workflow was not yet Active at the time. Once the Workflow is later activated, and the Delegate record is updated, the Workflow’s criteria may suddenly be satisfied, causing it to trigger much later than anticipated.
For example, imagine a Workflow was created and activated on 21/05/2019, but it wasn’t backfilled to account for past records. A Delegate could have been added to the related Course and marked with a status of ‘Completed’—potentially more than a year before the Workflow’s activation date. In this situation, when the Delegate record is subsequently updated after activation, the Workflow recognises that its conditions are now met and will execute, even though the original event occurred long before the Workflow became active.
See the link here for a flowchart that explains planning and building your workflows: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/83034187/Planning+Building+your+Workflows#%F0%9F%97%BA%EF%B8%8F-Map-your-Processes
A Workflow didn't execute when all criteria was met. Instead it states 'Object Deleted'
This issue occurs whenever a Delegate record is either deleted or modified.
For instance, consider a case where the Delegate for Course ID: 12345 is updated from User ID: harob to User ID: setay. Once this change is made, the original Delegate association (harob~12345) no longer exists in the system.
As a result, when the Workflow attempts to execute—such as sending an automated email—it looks for the original Delegate object. However, since that object has effectively been replaced by a new one (setay~12345), the Workflow cannot find the original reference. In other words, the Platform treats the updated Delegate as a completely new Instance, and the previous Instance no longer exists
Why did my Workflow not trigger after deleting & manually re-adding a Delegate?
Related help guide page(s):
Send an manual email to my Delegates when the details about their Course Date has changed
If a Delegate is removed from a Course and then manually re-added to that same Course, the system will delete the existing Workflow instance’s action associated with that Delegate. However, it will not automatically generate a new Workflow instance when the Delegate is added back.
In this scenario, since the original Workflow link has been broken and no new instance is created, the automated email will not be sent. To ensure communication is delivered, the email must be sent manually.
Consolidated Workflow has split an email in to two
Related help guide page(s):
Review the ‘Timeframe to Consolidate Emails’ dropdown located under the ‘Workflow Action’ settings. If this value is currently set to 1 minute, consider increasing it to 5 minutes.
This adjustment helps prevent the Platform from splitting the email into multiple emails. When the timeframe is too short (for example, only one minute), any Delegates, Courses, or related records that aren’t processed within that brief window will be treated as separate instances, resulting in multiple emails being sent instead of one consolidated message.
Can I set a rule to only send Workflows for Delegates with a specific Booking Cost?
Related help guide page(s):
Yes, you can use Booking Cost in your Workflow, but it is important not to include it as a Creation Rule.
The reason is that Booking Cost is a calculated field, and its value may take a short amount of time to populate after a Delegate is created. If you use it as a Creation Rule, the Workflow may attempt to evaluate the condition before the Booking Cost has been calculated, which can prevent the Workflow instance from being created altogether.
To handle this correctly, follow these best practices:
Separate your Creation and Execution Rules within the Workflow by not having ‘matching rules’
Add the Booking Cost condition to the Execution Rules only, rather than the Creation Rules.
Set the Workflow Action Date to run at least 10 minutes after the Workflow instance is generated. This delay ensures that the Booking Cost has time to populate correctly, allowing the Workflow to execute as intended.
By following this approach, you can safely incorporate Booking Cost into your Workflow without disrupting instance creation or execution.
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