Customer rolled out AP Invoice Approval workflow to ~60 GP companies with identical workflow rules and conditions. The only difference between the workflows is who receives the approval emails for the different companies. Seemingly randomly, we are experiencing two different issues:
- Some workflow emails will bypass the designated approver and be sent to the workflow manager instead. The workflow manager can recall the workflow and resubmit (with no changes to the AP invoice) and it then routes to the correct person. The workflow manager can also delegate to the originally intended approver with no issues. My research of the workflow tables (with a focus on WFI00002, WFI00003, and WFI00004) has yet to reveal any obvious clues about why these are being routed to the workflow manager. We even had one company that submitted three consecutive invoices for the same vendor for approval within a 10-minute time frame. The first one routed correctly, the second one routed to the workflow manager and the third one routed correctly. Maddening for sure.
- Less common than the issue above, we occasionally will see approval emails with the email fields not populated (i.e. we only see the hard-coded text on the email template and not the document-specific details such as vendor name, description, amount, etc.). If you hover over the email action buttons (Approve, Reject, Delegate) you can see the company and transaction-specific details that show that GP knows which transaction it is, but the email looks like a form that someone just forgot to fill out.
Having a few of these errors across 60 companies might be acceptable but the apparent randomness of them is making me nervous. I have compared the WF setup and WF Step setup data across the companies and am as sure as I can be that they are set up correctly and the same. I did use SQL scripts to create many of these workflows, steps, and conditions btw. Again, the workflows work correctly 99% of the time. Has anyone else experienced similar issues and had any luck finding the root cause. Thanks in advance.
AW
