[SalesForce] Time-Dependent Workflow rule not working

I have a time dependent workflow rule that doesn't work.

  • Criteria: A case object's status is changed to "X" or "Y"
  • after 3 days – send email alert
  • after another 4 days – send another email alert
  • after another 2 days – close case

WFR is activated.

Rule criteria is : 

Case: Status EQUALS Need More Info,Customer to Verify

Evaluation criteria : 

Evaluate the rule when a record is created, and any time it’s edited to subsequently meet criteria

In the Monitor-time based workflows-queue – I see the correct cases, but when the time comes to send the email – nothing happens and later on the cases disappear from the queue, again – without any action taking place. Following steps also appear in the queue (3 entries for each case), but nothing happens to these cases, they remain unchanged.

Time dependent workflow actions

The email alert I'm using is defined to be sent to Email Field : Contact Email
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Does anyone have an idea what I'm missing?
Please advise.

Best Answer

Here is what you describe:

  1. You have a workflow with time-based email actions
  2. The actions go into the queue
  3. The actions are then removed from the queue but the email is not sent

If this is, in fact, the case, then this is a bug and should be reported as a case to support.

But in your notes, it sounds like maybe the emails are being sent, you just don't see them logged as activities. Is that actually what is happening?

If so, this is a known behavior (and currently the way this feature works). Take a look at this KB article in online help. In it, you will see the explanation, along with:

  1. A suggested work around to also log a task as a second action on the same time trigger.
  2. A link to the IdeaExchange idea that you can vote for to make this feature part of the platform.
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