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On "Records field change" email sends 14 times many hours after running successful workflow.

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Posted on by 110

Hi all,

We have a workflow set up to send a notification email out to a contact when s/he changes their email address via our website (workflow starts when “Record fields change”). When this happens, the workflow runs as intended and one email is sent almost instantly. However, after many hours (typically 12+), the email is resent exactly 14 times. Nothing shows in System Jobs, though the emails do show up in the event log of the contact.

This is currently set up as a real-time workflow, though we have previously tested it as a background workflow with no change in unexpected behavior.

Any thoughts on what might be causing this?

Thanks!

  • SEDE Profile Picture
    SEDE 110 on at
    RE: On "Records field change" email sends 14 times many hours after running successful workflow.

    We are currently going through this process. Unfortunately the issue has gone from "happening about every night" to "happening about maybe once a week" so it's been harder to troubleshoot than originally thought. Fun times :D!

  • gisiquei Profile Picture
    gisiquei on at
    RE: On "Records field change" email sends 14 times many hours after running successful workflow.

    Hi there, if still reproducing the behavior I would suggest to havea ticket with Support that will help to check possible product issues or evantually customizations causing the behavior.

  • SEDE Profile Picture
    SEDE 110 on at
    RE: On "Records field change" email sends 14 times many hours after running successful workflow.

    It looks like some CPM related process is causing the unsubscribe link to be updated 15 times in rapid succession, which seems to be causing the "email change" notification to trigger. Any insight as to why this is happening? Or even by what process this (unsubscribe link generation) is achieved? Unfortunately the audit isn't helpful at all in that respect.

  • SEDE Profile Picture
    SEDE 110 on at
    RE: On "Records field change" email sends 14 times many hours after running successful workflow.

    Thank you for the advice! I'll give it a go and update here with what I find.

  • Suggested answer
    gisiquei Profile Picture
    gisiquei on at
    RE: On "Records field change" email sends 14 times many hours after running successful workflow.

    Hi there, since there is most like a pattern, I would try to enable the audit of contact entity and check if somehow the audit shows events there, if yes, would check if potentially a customization could be touching the contacts even not updating them explicity.

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