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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / On "Records field...
Customer experience | Sales, Customer Insights,...
Suggested Answer

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

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Posted on by SEDE 112

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!

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  • Suggested answer
    gisiquei Profile Picture
    gisiquei on at

    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.

  • SEDE Profile Picture
    SEDE 112 on at

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

  • SEDE Profile Picture
    SEDE 112 on at

    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.

  • gisiquei Profile Picture
    gisiquei on at

    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 112 on at

    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!

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