Workflow Emails not sending?

Squiz Matrix Support
1

Hi,


I have set up a workflow, and it seems to be functioning as expected. The escalation steps are being progressed. However, it does not seem to be sending out the notification emails when the workflow is triggered to start.

I have tested some situations (mentioned appropriately below), and from that I think it is to do with workflow and being put "up for review".



I am using Matrix v4.6.5 (but I think we are upgrading in about a months time - not sure which version to though.)



How my Trigger is set up:

To apply the workflow when a specific asset is set to "up for review".



Event: Before Status Change



Conditions: Asset ID, Asset Status Being Changed To (="Up For Review")



Actions: Set Workflow Schema



This trigger works fine in that it sets the workflow as desired, and only at those times.

The problem is the Workflow does not seem to be sending email notifications when it is triggered to being in workflow (by being placed Up for Review, which requires approval).



How my Workflow is set up:

Only has 1 (default) stream. Only has 1 step, with a few escalations which activate based on expiry time. (The idea is the subsequent boss to the user will be involved at the escalation steps).



Step 1 - "User needs to update"

Condition: User #1 (will be a specific editor)

Escalation: After 3 minutes (for testing; when I get it all to work, the applicable time will be 7 days)



Step 1.1 Escalation - "Reminder Email" (The idea being a reminder "escalation" email be sent)

Condition: User #1

Escalation: After 3 minutes (again, this is for testing. it will later become 7 days)



Step 1.1.1 Escalation #2 - "CC: Boss"

Condition: User #1, User #2 (aka the boss)

Escalation: After 3 minutes (again, this is for testing. it will later become 7 days)



Step 1.1.1.1 Escalation #3 - "CC: GM"

Condition: User #1, User #2, User #3 (aka General Manager)

(No more escalations, no expiry time)





I tested this same workflow on a different asset (which did not have my trigger applied, I manually set the workflow on the asset), and tested it by setting the asset from safe edit in a one account (not in the workflow schema) to "apply for approval". The email sent to the Approvers email as it should (no problem). I then tested it also by setting it from live to "Up for Review". But no email has been sent to notify the Approver.



So now I am thinking it is a problem with the "up for review" and workflow, rather than the fact it is being applied by a trigger.

How do I fix this??



Thanks!

Emily.

2

Hi Emily,
I think the issue should be the black/white list emails configured on Messaging Service Configuration screen.



If the Log To Email White List is missing “asset.workflow.review.*” entry try addign it and see if that fixes the issue for you.



Ash

3

Hi Ashish,


Excellent! It works! :slight_smile:



I didn't realise there was a set of different ones for Up for Review, rather than just the normal "asset.workflow.invitation" which I had made sure was on the whitelist.



Now I will just need to make sure that I set the "Workflow Up for Review Invitation Message" and "Workflow Escalated Message" as needed.

I assume the workflow escalation message will still be sent when the Workflow Up for Review escalates? (Here comes some trial & error :wink: )



Thanks again Ashish!



Kind regards,

Emily

4

Hi Emily,


You are welcome.



For "Workflow Up for Review Invitation Message" and "Workflow Escalated Message" you should have entries like 'asset.workflow.announce.escalated', 'asset.workflow.review' and 'asset.workflow.invitation.progress' and that should work just fine.



Something else you might want is 'asset.workflow.stale' which, as name indicates, is for messaging about stale workflow before escalating.



Hope that helps.



Ash