Drag and Drop Question A company uses a model-driven app. The app uses a workflow to send email. Emails are sent to new customers that enter an email address for the first time in the app. Customers…

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Explanation

To troubleshoot a model-driven app workflow not sending emails, you must first ensure workflow logs are retained, then run the workflow to generate new diagnostic data, review the process sessions for errors, and finally edit the workflow based on your findings.

Approach. The correct order to troubleshoot a workflow issue where emails are not being sent is as follows:

1. Clear the option to delete the workflow retention jobs. - The first step in troubleshooting any automated process is to ensure you have access to its execution logs. If retention jobs are configured to delete workflow logs (process sessions), you won't be able to diagnose past or even recent failures. Clearing this option ensures that new workflow executions will retain their log data, providing crucial diagnostic information.
2. Run the workflow. - After ensuring that logs will be retained, you need to trigger the workflow again to generate a fresh set of process sessions under the correct logging configuration. This step creates the diagnostic data you will analyze.
3. Review the tab with the process sessions. - With new workflow runs performed and their logs retained, the next logical step is to examine the 'Process Sessions' tab (or equivalent in Power Automate/Dynamics 365 workflows). This tab provides detailed information about each workflow instance, including its status (succeeded, failed, waiting), error messages, and the exact steps executed. This is where you identify the root cause of the email not being sent.
4. Edit the workflow. - Only after reviewing the process sessions and understanding the specific error or point of failure should you proceed to 'Edit the workflow'. Editing is a corrective action based on diagnosis, not an initial troubleshooting step. Making changes without understanding the problem can lead to further issues or wasted effort.

Common mistakes.

• common_mistake. A common mistake would be to 'Edit the workflow' as one of the first steps. Editing the workflow prematurely, without understanding the root cause by reviewing its execution logs, is akin to guessing at a solution. This can lead to ineffective changes or introduce new problems. Another mistake would be to try and 'Review the tab with the process sessions' without first ensuring that logs are being retained or that a recent workflow run has actually occurred. If logs are being deleted by retention jobs, or if there haven't been any recent runs, the process sessions tab would be empty or lack the necessary data for diagnosis. Simply running the workflow without first clearing retention settings also risks losing the diagnostic data before it can be reviewed, especially if retention is set to delete logs very quickly.

Concept tested. The core technical concept being tested is the systematic troubleshooting methodology for Power Apps/Dynamics 365 model-driven app workflows (or similar automated business processes). This includes understanding workflow execution logging, retention policies, and the proper sequence of diagnosing and resolving issues based on process session analysis.

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