Troubleshooting Workflow Triggers, Logic and Notifications

If a workflow does not execute, behaves inconsistently or notifications are not (always) received, the cause is usually an incorrect trigger condition, conflicting workflows or incorrectly configured notification settings. 

Symptoms

• Workflow does not start after a form submission, status change, or date condition
• Notification email is not (always) received
• Workflow only executes sometimes
• Workflow action is skipped unexpectedly
• Some users receive notifications while others do not

Possible causes

• The trigger condition is incorrect
• Conflicting workflows
• Notification settings in AlisQI are incorrectly configured
• Email settings within your own business are incorrectly configured
  
  

Solution A: Verify workflow trigger conditions

The most common cause is that the configured trigger condition is never met. You can check these trigger conditions by verifying the Filters and Actions of the impacted Workflow.

1. Open the Results overview of the Analysis set you experience workflow issues with
2. Click on More > Workflow
3. Find the impacted workflow
4. First verify the Filter – does it include the correct field conditions?
5. Next, verify when the workflow should be executed by checking the Actions
6. Edit the workflow if needed
7. Once confident that the trigger conditions are correct, Save the Workflow
8. Go back to the Analysis set
9. Perform the action (new, edit or delete result) with the correct field conditions to trigger the workflow

Expected result: The workflow executes correctly when the configured trigger condition is met.

Solution B: Check for conflicting workflows

Multiple workflows that are being triggered by similar Filters and Actions, may cause unexpected or confusing behavior. This may lead to sending out double notifications or preventing a Workflow from being executed.

1. Open the Results overview of the Analysis set you experience workflow issues with
2. Click on More > Workflow
3. Identify workflows that are being triggered by similar Filters and Actions
4. Delete or temporarily Edit conflicting workflows so that the relevant workflow can be tested without possible interference, Save any workflow you made changes to
5. Test the workflow again
6. Perform the action (new, edit or delete result) with the correct field conditions to trigger the workflow
7. If the workflow executes properly, this means that other workflow(s) were the cause – review and adjust the other workflows

Expected result: The workflow executes consistently 

Solution C: Verify recipient configuration

If the Workflow executes but no notification is received or only part of the expected recipients received a notification, verify the recipient configuration.

1. Open the Results overview of the Analysis set you experience workflow issues with
2. Click on More > Workflow
3. Find the impacted workflow
4. Verify that the correct recipients are selected or entered
5. Edit the workflow if needed
6. Once confident that the recipients are correct, Save the workflow
7. Go back to the Analysis set
8. Perform the action (new, edit or delete result) with the correct field conditions to trigger the workflow

Expected result: The configured recipients receive the notification.

Solution D: Verify user settings in AlisQI

Users may have settings configured that prevent notifications from being received via email, verify the user settings.

1. In the menu bar go to Management > Users > Users
2. Find the impacted user
3. Verify that the email address is correct
4. Verify that email notifications are enabled
5. Edit the user if needed
6. Save any changes made
7. Perform the action (new, edit or delete result) with the correct field conditions to trigger the workflow

Expected result: The user receives the workflow notification.

Solution E: Verify spam folder and firewall within your own business

If notifications are not received or only part of the expected recipients received a notification, the email may be blocked by spam filters or firewall settings within your organization.

1. Check the recipient’s spam or junk email folder
2. Verify whether the notification email was marked as spam
3. Ask your IT department to verify whether incoming emails from AlisQI are blocked by firewall or mail server settings
4. Add the AlisQI sender address to the safe sender list if needed
5. Perform the action (new, edit or delete result) with the correct field conditions to trigger the Workflow

Expected result: The notification email is delivered successfully to the recipient’s inbox.

If the issue persists...

Contact the Support Team and provide:

1. The URL of the impacted forms
2. The name of the impacted workflow
3. The expected behavior
4. The actual behavior
5. A list of the impaced user(s)
6. URLs of examples where the workflow did not execute (correctly)
7. Any troubleshooting steps you have already tried