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Hello GP Community!
We wanted to setup this article to compile solutions to common problems relating to email notification issues being seen with the new Workflow functionality in Microsoft Dynamics GP.
This blog will mostly cover Workflow email notification topics and issues but may include some other Workflow topics also.
I. Test Emails
The first question when troubleshooting any type of Workflow email notifications not being sent/received issue, is to determine whether or not the test emails from the Workflow Setup window (Administration > Setup > System > Workflow Setup) are able to be sent and received.
This will help to determine if the issue is Dynamics GP system related (SQL stored procedure/CLR assemblies, message template, Active Directory query related) or SMTP related.
From the Workflow Setup window, click on the Test E-Mail menu button which will open an email box which has a subject line and body that you can manually enter an email address to send the test email to. The recommendation is to send the test email to yourself or to an email address you’ve verified is working and receiving email.
--If the test emails are being received, but workflow approvers, alternate final approvers, workflow submitters and/or workflow managers are not receiving the email notifications they should be receiving, then skip to Section III below.
--If the test emails are not being received, then continue with the following troubleshooting items under Section II below.
II. SMTP Server Connectivity Related Issues
This section covers troubleshooting SMTP server connectivity relates issues, starting with steps that can be performed quickly. If you are not receiving the test email when using the Test E-mail button in the Workflow Setup window, this is a good place to start.
For example, an O365 SMTP server name is usually smtp.office365.com, while an Outlook.com server name is usually smtp-mail.outlook.com
A good test for this is to attempt to ping the SMTP server name, allowing us to check the IP address resolution and basic connectivity:
**Note: The ping test should be performed on the SQL server hosting the Dynamics GP data.
This is an example of a ping performed on a server call smtp-mail.outlook.com.
As you can see the server name resolves to the IP address 188.8.131.52 and also received four reply to the ping. This is a good indication of a valid server name and that it is reachable from the current server/workstation.
In contrary, below is the result when an invalid/unresolvable address is entered. This would indicate that the server name entered is either invalid or an issue with your environment's network name resolution (DNS server related issue).
If you receive a result such as the one below, indicating a 100% loss of packet (highlighted in green). It typically indicates no issue with the server name (since it still resolves the IP address) but it indicates a connectivity issue possibly relating to firewall.
Another test is to verify whether Microsoft Dynamics GP is sending out the workflow emails or not, is to look in the ‘Sent’ folder of the email address specified in the Workflow Setup window’s SMTP configuration.
If the workflow emails are not showing in the Sent folder, then it may be an issue of the emails not being sent out from Dynamics GP and that needs to be addressed.
If the workflow emails are showing in the Sent folder, but the workflow users are not receiving them, then you would need to look at what may be keeping the emails from receiving those domain users.
**NOTE: It’s not uncommon for SMTP/Workflow emails to end up in a user’s Junk or Spam folder, so be sure to verify the emails aren’t showing there and the user just not realizing it.
Run this script against the DYNAMICS/system database for Microsoft Dynamics GP, as it will drop and re-create the assemblies, functions, and stored procedures used by Workflow, including the SendWorkflowAssignmentEmail, SendWorkflowCompletionEmail and TestEmail stored procedures.
If using an O365 email account credentials to send emails out from, via the Workflow Setup window, there are a couple of requirements that must be met:
--‘Basic’ Authentication must be enabled on the O365 account/Exchange Online environment along with the default ‘Modern’ authentication.
--Multi-Factor Authentication (MFA) – The Workflow Setup window isn’t setup to work with MFA nor the App Passwords that are used as an alternative when MFA is enabled.
A reason for this is that the Password fields in the Workflow Setup window only allow 15 characters, and App Passwords are normally more than 16 characters.
Workflow also doesn’t know how to handle the second level of authentication that MFA uses, whether it be entering a code sent to your cell phone or something else.
***NOTE: This issue with having Multi-Factor Authentication (MFA) enabled is true also for non-O365 email accounts used for the SMTP configuration in Workflow Setup to send emails through.
We’ve found that testing the Workflow Setup / Test Email with a non-O365 Outlookcom account that you create anew, or have already is a good test, especially when ruling out an O365 account from being the cause of test emails not working.
1. Create an Outlook.com email account at Outlook.com by signing up and creating the new email address
2. Login to this new email address account, otherwise you won’t be able to send emails through it.
3. Use the SMTP information for this new Outlook.com account in the Workflow Setup window, such as this example that has worked:
--E-Mail Address: WorkflowEmailTest@Outlook.com
--Display Name: Test Workflow
--Mark the option of ‘This server requires a secure connection (SSL)’.
4. Under the ‘SMTP Authentication’ section of the Workflow Setup window, mark the ‘Basic Authentication’ option, and then enter the required information:
--E-Mail Address: WorkflowEmailTest@Outlook.com
--Password: (enter the password for this new Outlook.com email address)
--Confirm Password: (re-enter the password for this new Outlook.com email address)
5. Click OK to save changes and then re-open the Workflow Setup window and click the ‘Test E-Mail’ button to attempt to send a test email to yourself at your own email address, to confirm whether or not you receive the notification.
The TLS 1.0 Protocol must be enabled both on the SQL Server that is holding the databases for Microsoft Dynamics GP as well as the SMTP server specified for use in the Workflow Setup window to send Workflow test and regular email notifications through.
III. Email Message Related Issues
This section covers troubleshooting email recipient related issues, starting with steps that can be performed quickly.
If you are receiving the test email when using the Test E-mail button in the Workflow Setup window but are not receiving the notification emails from Workflow, this is a good place to start.
However, in some cases the email address property for a user may not be populated. You will need access to the Domain Controller or a workstation with the Active Directory Users and Computers management tool. To check for the recipient email address, follow the step below:
In some cases, the email message type for the message template utilized for generating workflow notification email is set to the wrong value on the SY04901 table. To check current values in the SY04901 table, run the following query against the GP company database(s). SELECT Email_Message_Type, * FROM SY04901 In most cases all canned message templates should have an email message type of 2, except for WF ACTION COMPLETE* which should have an email message type of 3.
The new Workflow feature uses the SQL Server service account, of the SQL Server instance the Microsoft Dynamics GP databases are held on, to query Active Directory to validate all domain users entered into the Workflow Maintenance window as an approver, alternate final approver, workflow manager, workflow submitter/originator, etc.
This is also how Workflow determines the email address to send the email notifications to for these Workflow users, as mentioned above under ‘Recipient Email Address’.
If you find that a workflow approver or user is not receiving the email notifications they should be receiving, it may be a case where the SQL Server account isn’t able to query and validate the domain user account in Active Directory or the user doesn’t have a valid email address specified in their AD user properties, if at all.
**NOTE: If approvers are having workflows assigned to them for approval, that would prove that their AD account can be validated by the SQL service account, but maybe a valid email address isn’t specified in that user’s AD properties.
On the Workflow approval steps, make sure the ‘Send Message’ option is marked to have an email sent out to the approver(s) when a workflow requires approval based on that step’s conditions.
As well, verify the Message ID that is specified as the email template to be sent out to approvers on that Workflow step, is valid. If a custom Message ID, try the default Message ID for that specific Workflow type and see if that makes any difference.
Verify the Workflow document or task is assigned to the approver(s) expecting to receive an email notification stating the assignment. Look at the Workflow history, approval steps and conditions and even WFI tables to verify what approver(s) the Workflow document or task is being assigned to for approval, if approval is needed.
Along with stored procedures and other objects in the databases for Dynamics GP, email functionality is also using DLL and other files within the Microsoft Dynamics GP installation directory.
Verify whether or not the Workflow email notifications are not reaching the approvers and/or other Workflow users, from more than one Microsoft Dynamics GP instance if not different machines, to rule that out.
IV. NetMon/WireShark Logging Steps
***NOTE: Run this logging from the SQL Server that holds the databases for Microsoft Dynamics GP***
1. If you need to download Network Monitor 3.4, you can do so from this site::
2. Launch Netmon in an elevated status by choosing ‘Run As Administrator’
3. NetMon opens with all network adapters displayed. Select the network adapters where you want to capture traffic, click 'New Capture' and then click 'Start'.
4. Reproduce the issue with theWorkflow test email failing, and you'll see the NetMon grab the packets on the wire.
5. Select 'Stop' and go to File > Save As to save the results, which by default is a .cap file.
***NOTE: You can also use WireShark to capture a log of the Workflow emails not working as this application is similar to NetMon.
V. Workflow Logging
If there is an error or issue within the Workflow Engine itself for Microsoft Dynamics GP, one or both of the following logs will be generated, which may help in troubleshooting why email functionality for Workflow is not working:
> DynamicsGP_WorkflowGP.log > This log is created on the local workstation or server that Microsoft Dynamics GP is installed onto, under the Windows account path of the user logged in, i.e. C:\Users\\AppData\Local\Temp\
> DynamicsGP_WorkflowGP.WorkflowEngine.log > This log is created on the SQL Server, where the databases for Microsoft Dynamics GP are held, under the path for the domain account running the SQL Server service, i.e. C:\Users\MSSQLSERVER\AppData\Local\Temp\
**NOTE: The Event Viewer logs on both the Microsoft Dynamics GP and SQL Server machines may also hold error/warning information that can help troubleshoot why email functionality is not working in Microsoft Dynamics GP/Workflow, so look at them if experiencing these type of issues.
VI. Miscellaneous Issues
This section covers all other troubleshooting steps.
Hopefully this blog will help with your Workflow Email troubleshooting in Microsoft Dynamics GP, regardless of what is being seen. At the least, we wanted to put all of the information out here so that you have the basic troubleshooting that we would provide and then if you exhaust all of this information, at least we've gotten through the basic setup so should know what the potential cause of the issue is, then can proceed with that.
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