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CRM 4.0: Workflow triggers multiple times for KB article status change RRS feed

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    I have a simple workflow that sends out an email when the KB article status changes to published.  Whenever someone publishes a kb article, the workflow fires 3 times for some reason.  Anyone have any ideas how to prevent this so that I'm not getting 3 emails for every time that status changes to published?

    The workflow is very basic:
    Trigger on Status Change
    If article status = published
    -Send email
    Friday, December 11, 2009 9:51 PM

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    I tried this on the demo VPC and got the same behaviour so you're not going mad. I tried a few tricks e.g. adding a tickbox to the article and triggering off this but the article entity is restricted so I can't find a workaround short of a plugin.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Tuesday, December 22, 2009 11:11 PM

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    Disable any other workflows on the KB Article.

    Scott Sewell, CustomerEffective | http:\\blog.CustomerEffective.com | Twitter:@ScottSewell
    Saturday, December 12, 2009 7:50 PM
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    There is no other workflows for kbarticle, nor any plugins for that entity type.
    Thursday, December 17, 2009 7:01 PM
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    I tried this on the demo VPC and got the same behaviour so you're not going mad. I tried a few tricks e.g. adding a tickbox to the article and triggering off this but the article entity is restricted so I can't find a workaround short of a plugin.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Tuesday, December 22, 2009 11:11 PM
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    Based on Leon's test, since there appears to be an issue, I wander if it would behave differently if you call a child workflow to send the e-mail and add a Stop Workflow step to the end of both workflows.  I am not sure that will make a difference, but it might. 

    Have you checked your system jobs for the workflow to see if 3 system jobs are created?  If so, then that probably means the workflow is triggered 3 times.  If this is occuring, I would log a bug report with Microsoft so they can address it.  You can post your findings on the Microsoft Connect site.

    Best Regards, Donna
    Monday, January 4, 2010 6:46 PM
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    I have exactly the same problem, running the CRM email router with rollup patch 11. A single workflow against the entity article and no matter what I seem to do, I get 3 emails every time this triggers.

     

    Did anyone figure out an answer to this?

    Sunday, July 25, 2010 9:57 PM
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    Has any body found a solution to this problem? I am facing similar issue where in i am triggering workflow on status change of entity and firing email based on status changed by user . I have multiple workflows published on same entity on same status change . I tried unpublishing all other except this. But still to my surprise, its triggering 3 times and sending mail.   I even tried setting flag  for this that email has been send by checking intermediate status so that other instance might fail to trigger email.  But still , 3 emails are being send .

    Please help me out.

     

    Sumit kumar
    Thursday, May 26, 2011 10:25 AM
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    Hi Sumit,

    This is a very old thread and the issue I think was corrected in an Update Rollup.  I'll assume you're using CRM 4.  If so, please ensure you have the latest Update Rollup installed.  Also, if you have the settings checked to track e-mails sent by CRM Users, it will appear that multiple e-mails are sent. 

    If neither of the above is the issue, take another look at your workflow and your environment to ensure there is  not something going on that would either cause the workflow to fire multiple times (you can check this by looking at the number of system jobs created for each record), or something in the workflow that is not behaving as expected. 

    Take a look at the create date, created by and other information in the e-mail to see if you can find something that will help you track down the issue.  Another test you can try is to remove the Send E-mail step from the workflow, create a child workflow with the Send E-mail step and a Stop Workflow step then call that workflow from the other workflow.  That might help you troubleshoot the issue.

    Regards, Donna

    Thursday, May 26, 2011 11:10 AM