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Hi I tried to develop time dependent work flow to trigger mail after 5 days of the case created date base on the condition IF priority = Normal and Status != Closed,Swap-shipped. I tried it in both " when a record is Created" and with " Whenever a record is Created and subsequently edited to meet the Criteria". However, on Day 5 enter image description here The email is getting triggered even IF the case status is = Closed.

  • Is there perhaps another timed workflow that might be triggering this? I see this one is based on Priority, do you have others that might be activating? So make sure you change is back to created, and anytime it's edited to meet criteria. – Stephen Aug 30 '16 at 19:02
  • @stephen I have three more Time based triggers , however they do not have any connection with this. – Samuel Robert Aug 30 '16 at 19:35
  • Are you familiar with monitoring time based workflow? As soon as you trigger the rule you can see the time trigger in the queue under setup - monitor - time based workflow. And as soon as you set case to closed, you should see it removed. Yoy can see which rule placed the time trigger in the queue so it should be clear. I would create a case, and monitor the queue. Then update the case and see what if anything happens. The config looks correct to me, the time triggers should be removed from the queue once you update status to closed. – gorav Aug 31 '16 at 1:54
  • @gorav Yes I would monitor the time based workflow. I choose the time based workflow and find list of case record that was scheduled to fire on the particular date. I manually checked all the records and found even the records that has the status = Closed were in the list. – Samuel Robert Aug 31 '16 at 12:51
  • Try one thing, remove the other statuses from the criteria and just include closed. Then try again w a new case. I would clear out the queue first, so it's all fresh, assuming you are in a sandbox. Changing the criteria wont affect items already in the queue. – gorav Aug 31 '16 at 12:54
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You have set Evaluation criteria to created. This means that your WR criteria are evaluated only when the record is created and never after. Change it to created, and any time it's edited to subsequently meet criteria

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  • I tried that Evaluation as well. In fact that was the one I initially created,since I get the same Issue I changed it to Created. – Samuel Robert Aug 31 '16 at 12:52

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