Why won't my Workflow trigger?

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Posted on by G286

I'm trying to update a field on the Lead entity when a Phone Call has been created against it.

It will not trigger when a Phone Call is created. The only way I can get it to run is as an on Demand process.

I have tried making the workflow update various different fields on the Lead entity with various values but nothing works.

2019 release wave 2 enabled

Server version: 9.1.0000.10733
Client version: 1.3.2514-191119-195933

1641.Workflow.PNG

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Joana Pinto 740 on at

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Hi,

I see that the scope of your workflow is "User". Are you sure that your records are owned by your user?

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G286 37 on at

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Hi,

I've changed scope to Organization, ensured Leads and Calls created are owned by the Administrator test user, still does not work unfortunately.

Any other suggestions?

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Joana Pinto 740 on at

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Check system jobs to see if there is any error. Do you have custom code on these entities? Or some other customization?

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G286 37 on at

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No errors at all. Just not triggering.

I can create a Workflow from the Lead entity that updates the same field no problem, but it just doesn't seem to work with the Phone call.

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Joana Pinto 740 on at

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That's odd. I've just created a workflow that triggers on the Phone Call creation and updates the field "Description" of the Phone Call and it executed with success.

My workflow is like this:

Have you tried to remove the update trigger? Just have it when the record is created and not updated. Just to start excluding some options.

Also, are you 100% sure that the field "Regarding" as a Lead reference when your phone call is being created?

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G286 37 on at

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I can get it to work replicating your example, but that is updating a field in the Phone Call Activity.

The issue I am having is getting it to populate a field in the Lead entity when a Phone Call is made regarding that Lead.

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Joana Pinto 740 on at

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1- How are you creating the phone call?

2- Again, are you sure that the field "Regarding" is populated with a Lead in the moment the Phone Call is being created?

3- Try to update multiple fields on the lead, to really verify if the problem is with the trigger or with something else. Like the topic of the lead.

I changed the workflow to update the regarding lead and it worked fine.

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G286 37 on at

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I am using the new unified interface, it loos like you are using classic UI?

I am creating the call from the Timeline of the Lead directly.

I have also tried creating the activity and manually assigning the regarding to the relevant lead.

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Joana Pinto 740 on at

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I was using the Classic. I've changed to UI, created the phone call from the lead timeline. And it worked.

Are you filling the field "Due"? Because on quick create, that field is empty by default. And that is the field you are updating on the Lead.

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G286 37 on at

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Joana thank you very much for your help with this.

The combination of changing the scope from User to Organization (and also remembering to populate the due date!!) has resolved this.

Thanks again.

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