Workflow 1: Survey Initiation
This workflow rule triggers the initial email based on a field called "Next Survey Date." When this field is equal to TODAY() an email invitation is sent to the customer as an immediate workflow action. I also have a field update that checks a box titled "Survey Sent"
I then have time-based workflow actions on this workflow. If after 15 days, the survey has not been completed, a reminder email is sent out and a box is checked to indicate that the email was sent. This happens again after 45 days.
After 60 days, if the survey is not completed, the last of the time-based workflow actions "resets" the fields and updates the Next Survey Date to the the next year.
Workflow 2: Survey Completed
This one is a simple workflow. On the contact object I have a roll-up summary field that counts the number of surveys completed. If this field changes, the completed workflow is triggered and all of the above reset actions take place - including updating the Next Survey Date field to next year.
Both workflows are triggering correctly and executing as expected, including the resetting of the fields. The problem is that neither one is retriggering the workflows to send the email on the Next Survey Date even though I have the box checked on the Field Update. I can't seem to find out why the email is not being sent.
NOTE: While the above is describing days, I have adjusted the time dependant workflows to trigger in hours for testing purposes. So, idelally, I should be able to complete the survey or ignore the survey and have a new invitation in by inbox the following day.
8 Antworten
Okay, so here is the solution. I ended up opening a case with Permiere Support to review. After getting to Tier 3 with no resolution (but confirmation that my workfow rule was created correctly), Tier 4 (or whatever the next level up is called) investigated and told me that my workflows are correct, but when Salesforce reads them, they don't meet the requirement due to the order they are read and triggered.
The solution was to create a secondary workflow called "Annual Survey Reset Fields" which would be triggered off of a field update - an action added to the 2 hour workflow actions in the above workflow. The trick is that the actions on that reset workflow (which replaces the 2 hour workflow actions in the post above) have to be set to trigger at 0 hours from Rule Trigger Date. For whatever reason, the 10-15 minute delay this creates when triggering the Reset Fields workflow allows Salesforce to retrigger my initiated workflow and complete the cycle.
Hopefully that makes sense. If anyone reading this doesn't understand, post a comment and I can explain further.
