Workflows: do they work on all new cases?

📦 Install & Upgrade Help
1

Hi,

I am having some troubles with the workflows.
I don’t see them running on all new cases as I would expect.

I have three workflows that all do the same thing:

  1. module: cases, status: active, repeated runs is unchecked, run on: new records
    2.1) condition 1: case field product is undefined (aka: the default value)
    2.2) condition 2: Conctacts:Contacts (the contact that requested the case) field product_one is checked
  2. action modify record, set cases field product to value product_one

From looking at my incoming cases, I see that most of them (a dozen a day) are not touched by any of those 3 workflows.

Some of them are and are listed in the “process audit” section of the workflow.

How do I debug what is happening?

All three workflows are going to trigger on all cases, right? or do the fact that a case gets modified means that the case is no longer a “new records”?

2

Hi Ged,

Yes you are correct they are no longer new cases once they have been modifed, have you tried setting your workflow to all records instead of new records.

Thanks
Lewis