Qualtrics workflows created by a staff member who has left are failing to email | XM Community
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Hi, I couldn’t see this issue anywhere else, apologies if it is!

 

We had a recent leaver who had a few workflows under his name, and when we turned these on, the ones that involved sending out an email were failing at the email send point. Copying the workflows & deleting the old fixed the problem, but we haven’t experienced this issue before with other leavers so was wondering if it was related to account settings. Our understanding is that processes owned by leavers should be transferred to the account admin on deactivation of an account? Does anyone have any thoughts on what happened this time?

failing at the email send point. 

@L_J Do you have custom email domain and he sent it from his address? 

Thank you Nam!

No, we’re sending the email from our main business address (all our surveys/ thank you emails are sent from this main address). His email is not cc or bcc either, so the only connection his email has to the workflow is as the owner of the workflow.

In the future, if you are deactivating or deleting a user’s account, try transferring workflow ownership first. 

Thank you Conotho, that seems sensible. I’m not an admin myself so I don’t know what the account deactivation process is, but this obviously isn’t part of it, so I’ll pass it on!

Hi L_J, no problem! Coping the workflows was a good move! 
That support article has some good things to keep in mind if your admin has to delete or deactivate a user in the future! 

@L_J I still don’t know what happened because it seem like there’s nothing running under his account permission like Email or API run under his Token. A strange case.

Yes, we figured it was probably a combination of his account settings/ transfer process and it being a legacy job that’s been copied and added to a lot  - we’ve not had it happen before and thought it was odd.

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