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Workflows not delivering

Posted on 2008-10-22
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Last Modified: 2012-05-05
Hi,

I have set up a number of worklflows (e.g. when a user edits a contact that is owned by another person, the owner receives an email notifying them that a change has been made to their contact). However, a large number of mails never reach the users, and are left in the workflow queue. A message appears that says This message has not been submitted for delivery. No other explanation is given.

Any ideas on where I should be looking to see why they are not being delivered?

Cheers!
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Question by:callo32
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6 Comments
 
LVL 15

Expert Comment

by:WilyGuy
ID: 22776900
From our other thread, it is clear that you have some send e-mail issues.
Likely there is an issue with either the Append some other flag that is affecting this.  Are these the same users with the previous no Send E-mail button issues?

(which one, the owner or the editor?)
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Author Comment

by:callo32
ID: 22776960
When I first noticed this problem - I thought the same thing! Unfortunately though, that is not the case.

i.e. I checked workflows that have successfuly delivered for users who don't have the send mails buttons appearing, and they were fine. So they don't seem to be related...

The problem seems to be pretty irregular - e.g. I know that a particular user made changes to 50 contacts, all of which belonged to another single user. The owner received 15 emails rather than 50, and I can view 35 emails that are 'waiting to be submitted'!  
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LVL 15

Expert Comment

by:WilyGuy
ID: 22777359
The irregularity bothers me.  The first thing I would do is determine a set (2) of users (sounds like you have that) to test.

User A edits User B record, does it send?
User A edits User B record AGAIN, does it send?
user A edits second User B record.

Lather, Rinse, Repeat.  You want to get to the point where you KNOW which users are involved and what data (is it custom data?  or they just saving, but not really editting?  Is it a particular field that they edit?)

Can you screen shot the WorkFlow?

It sounds from the error like the workflow isn't generating the email at all (rather than generating it and it is pending send).  Does the email show up in the activities for either user?  Login as a CRM Admin, go to CRM | Activities, then change the TYPE to E-Mail and the View to ALL E-Mail, there is a status column, do you see lots of pending send or other NON- "sent" emails?
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Author Comment

by:callo32
ID: 22777821
have tried all of the above... even on same contact between same users they sometimes are not delivered, and sometimes are.

See the screens for the details.
screen1.jpg
screen2.jpg
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LVL 15

Accepted Solution

by:
WilyGuy earned 2000 total points
ID: 22778035
Hmm, so they are sitting there.

The users, how are they configured for the Incoming and Outgoing Email Delivery Methods?

If Outlook, those messages will hold until that user logs into the Outlook Client (maybe it was closed or failed).

If Email Router, if you restart the Email Router service, do they send?  If so, look at http://support.microsoft.com/kb/952019
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Author Comment

by:callo32
ID: 22784934
Email router was causing the problems. All workflows are now flowing through fine. I'm not sure what the problem was exactly, I changes a number of settings on the exchange server...

Thanks for your help on this! ! !
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