Skip to main content
Post a question

Notifications

Announcements

No record found.

Customer experience | Sales, Customer Insights,...
Suggested answer

Process flow triggers duplicate e-mails when triggering on status field change

Like (0) ShareShare
ReportReport
Posted on 25 Aug 2022 13:14:20 by 5

I'm looking for some advice on the following process flow we have setup in our CRM instance. It's designed to trigger an e-mail to the applicant when the case status changes to 'Grant Promised' this is done manually by the case worker when they approve the grant. The status changes once, then the e-mail goes out. However, we've found recently that the e-mail is triggering the send twice within a few minutes of the first e-mail. The case worker is not changing the status more than once.

The workflow conditions are below:

pastedimage1661432709923v1.png

pastedimage1661432833212v2.png

From the process logs we can see two entries where the workflow has triggered twice, sending two e-mails

pastedimage1661432881212v3.png

pastedimage1661433045049v4.png

pastedimage1661433132787v5.png

I can't understand how the process is triggering a second time. The case is not newly created and is not set to trigger on record creation, only on record field update and the field is set to only use the status. 

Are there any areas I can look at that could lead to identifying the cause? 

We are using MS Dynamics 365 release wave 1 enabled.

  • Suggested answer
    KarlaK Profile Picture
    KarlaK 160 on 26 Aug 2022 at 14:05:28
    RE: Process flow triggers duplicate e-mails when triggering on status field change

    We had a very similar situation and could not find the root cause. Our trigger was when the status of a task was changed. That should not have been an action that could happen twice.

    Here's how I fixed it:

    I added a yes/no column to the triggering entity (task, in our case) called "Email Sent"

    I added a condition at the beginning of my workflow that would end it if Email sent was yes and status was inactive.

    If the status was inactive and Email Sent was "no" then the workflow would send the email and set the Email Sent field to yes.

    If the status was now active (so the task was reactivated), it set the Email Sent field to no.

    No more duplicated emails.

  • Ray Profile Picture
    Ray 1,480 on 26 Aug 2022 at 07:16:20
    RE: Process flow triggers duplicate e-mails when triggering on status field change

    Hi,

    I knew there are two scenarios that may result in your problem.

    1, Audit history will only show result that field changed, if the field is updated with the same value, it will not show in audit history. If the Grant Status current value is Grant Promised and you update this field with Grant Promised, this change will not show in your audit history, but it does trigger workflow. This update operation can be done in many ways: Bulk edit and back-end like plugin/action(not sure about the data import).

    2, Sometimes if the async service gets heavy pressure or the asyncoperation(System Job) table gets too many insert requests in a very short time. The async operation record may get fail on creation and system will automatically retry the insert, because of that, there may be more than one record will be created and the workflow gets executed more than one time.

    Hope this would be helpful.

    Still you may raise a ticket to Microsoft for support.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Vahid Ghafarpour – Community Spotlight

We are excited to recognize Vahid Ghafarpour as our February 2025 Community…

Congratulations to the January Top 10 leaders!

Check out the January community rock stars...

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 292,257 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 231,028 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans
Loading started