Dynamics Community Forum Thread Details

GP Workflow Email - Routing

Have GP2016_R2 Workflow setup

Web Services installed and working. Test email from Workflow setup works correctly.

SMTP server is an Office 365 address.

When sending from a workflow users won't get an approval email depending on the user.

client has an on premise exchange server and newer users are setup with Office 365 email accounts.

Legacy users will receive the email if they are assigned the task but O365 email users will not receive the email for approval/rejection

Only difference that i can see is that the users who are O365 DO NOT have an X500 address in their properties.

I have workflow setup in our demo and we use O365. Do not have an Exchange server setup. Works fine.

We have tried changing the smtp to the on premise exchange server with the same result. I have been following the troubleshooting article in the link below and the items to check seem to check out.

https://community.dynamics.com/gp/b/dynamicsgp/posts/workflow-notification-email-troubleshooting

Categories:

Microsoft Dynamics GP

If the test emails sent from Workflow Setup are being sent/received, that normally indicates that the SMTP server and email account are fine, otherwise those emails wouldn't send out either.

For the approver emails, it sounds like some receive them and some do not, depending on what type of email account they have.

The blog you indicated is about 95% of the troubleshooting we have for Workflow email troubleshooting, so you're on a good path there, but it doesn't really have much for when some approvers receive the emails but others do not, as it gets to a difference between the users/approvers at that point..

How Workflow email pretty much works is it uses the SQL Server service account to query Active Directory in order to first verify the approver's AD account and then look for the email address within the AD user's properties. If for any reason it can't find the email address, it may still show the workflow as pending approval from the approver, but the approver won't receive the email. If it couldn't verify the approver at all, it may only show pending approval from the other approvers or default to an alternate approver or workflow manager.

As far as we've seen, we usually don't do anything or require an X500 address in the properties, but everyone's environment is different.

If you look in the 'Sent' folder of the SMTP email account being used in Workflow Setup, do you see approval emails being sent to the approver(s) that are not receiving them? That will help narrow down what the cause of this issue may be. Either you'll see the emails getting sent to the approvers and they don't receive them, or you'll see no emails being sent to the specific approvers, depending on which you see, will be a different route of troubleshooting.

Let us know if you have any questions.

Thanks

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