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If you have a custom workflow email stuck in CRM with a status reason of “Pending Send,” then today’s blog is for you! Today we’ll show you how to get your custom workflow emails to send. Let’s dive in!

troubleshooting

Whenever your email is stuck in “pending send” status, you should always complete the initial steps for troubleshooting the email send issue, including:

1. Checking if the mailbox is approved in CRM

2. Checking the email router service

3. Checking if the user has been disabled

4. And checking if the user has been able to send other email messages out of CRM.

If you are still experiencing issues and your workflow generated email is still not sending, there might be another issue afoot!

Let’s say you created a workflow where your goal is to send the email from CRM after a custom plugin populates the email body with content first (see example below).

 

Workflow Generated Email stuck in “Pending Send” – Get it sent!

In this workflow, you completed the following steps:

1. Create the email.

2. Have the custom workflow plugin populate the email body.

3. Change the email record status to “Pending Send.”

Setting the email record status to “Pending Send” will indicate to the email router or SSS that this message is ready and waiting to send. While this is absolutely true, it’s only half of the solution we need to have CRM send the email.

The critical piece to get our custom workflow email to send is setting the value of the “No. of Delivery Attempts” field to 0. You can find this field in the properties of the “Create Email” step of the workflow. Setting attempts to 0 will trigger the process for your email router or SSS to pick up and send the message from CRM.

Workflow Generated Email stuck in “Pending Send” – Get it sent!
With this in mind, your workflow should be configured as such:

1. Create the email and update the “No. of Delivery Attempts” field on the email record to 0.

2. Have the custom workflow plugin populate the email body.

3. Change the email record status to “Pending Send.”

Workflows are a great tool for automating actions like sending email in Dynamics CRM.

Workflows in CRM are a great way to use CRM for marketing automation as well. Want to learn more about marketing automation and CRM? Watch our video, Marketing 101 with Dynamics CRM!

Happy CRM’ing!

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JoeCRM

Joe CRM is a CRM superhero who runs on pure Microsoft Dynamics CRM adrenaline. As the face of PowerObjects, Joe CRM’s mission is to reveal innovative ways to use Dynamics CRM and bring the application to more businesses and organizations around the world.