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Version: Current

Troubleshooting: Automation (Sentence) Not Triggering or Executing Correctly

Problem​

An automation Sentence you configured is not running when expected, or it runs but doesn't perform the intended actions.

Common Causes​

  1. Sentence Inactive: The Is Active toggle for the Sentence is turned OFF.
  2. Incorrect Trigger Configuration:
    • Wrong trigger type selected (e.g., "Status has changed" instead of "Resource is submitted").
    • Incorrect parameters for the trigger (e.g., wrong Module, Submodule, or Status selected for a status change trigger).
    • The triggering event simply isn't happening (e.g., waiting for a status change that never occurs).
  3. Incorrect Conditions:
    • Conditions are too restrictive, preventing the Sentence from running even when the trigger occurs.
    • Incorrect field, operator, or value used in a condition. Remember to use system keys for statuses/dropdowns, not display labels.
    • Multiple conditions (AND logic) mean all must be true; one false condition stops execution.
    • Condition relies on data that isn't available yet when the trigger fires (timing issue).
  4. Incorrect Actions:
    • Wrong action selected.
    • Incorrect parameters for the action (e.g., wrong target Status for "Set Status", wrong User Group for "Get Approval", incorrect field/value for "Set Field").
    • Action relies on data that isn't available (e.g., trying to use {{ supplier.name }} before the supplier has been linked).
  5. "And cancel processing" Action: A preceding Sentence (with the same trigger) ran successfully and used the "And cancel processing" action, preventing subsequent Sentences like the problematic one from running.
  6. Order of Execution: If multiple Sentences have the same trigger, their execution order isn't guaranteed unless controlled by "And cancel processing". An earlier Sentence might change the data in a way that prevents a later Sentence's conditions from being met.
  7. Permissions Issue (Rare for Execution): While unlikely to prevent triggering, the user initiating the trigger event (e.g., submitting a document) might theoretically lack some underlying permission needed for the Sentence's actions to fully succeed, though Sentences usually run with system-level context.
  8. Platform Issue (Rare): Temporary issues with Zudello's automation service or event processing queue.

Troubleshooting Steps​

  1. Verify Sentence is Active: Go to Settings > Automations. Find the Sentence. Is the Is Active toggle ON?
  2. Verify Trigger Configuration:
    • Edit the Sentence. Carefully review the selected Trigger type and its parameters (Module, Submodule, Status, etc.). Does it exactly match the event you expect to start the Sentence?
  3. Verify Conditions:
    • Review each Condition. Is the logic correct? Are the fields, operators, and values accurate?
    • Test the conditions mentally against an example document that should trigger the actions. Would all conditions evaluate to TRUE?
    • Temporarily remove conditions one by one to see if a specific condition is causing the block.
  4. Verify Actions:
    • Review each Action. Is the correct action type selected? Are the parameters (target status, user group, field values, template names, trigger names) correct?
    • Ensure any placeholders ({{ field_name }}) used in actions refer to fields that will reliably have data when the Sentence runs.
  5. Check for "And cancel processing": Review other active Sentences that share the same trigger. Does an earlier Sentence use "And cancel processing", potentially stopping your Sentence from running? Reorder Sentences or adjust conditions/cancel actions if necessary.
  6. Check Automation Logs (Admin/Staff):
    • Use the Automation Logs (accessible via Staff Menu on a document or potentially Settings > Automations > Logs) to see if the Sentence did run for a specific document trigger.
    • Logs often show if conditions were met/not met and if actions executed successfully or encountered errors.
  7. Test with a Simple Trigger/Action: Create a very simple test Sentence with the same trigger but a basic action like "Add Note". Does the simple Sentence trigger correctly? This helps isolate if the issue is with the trigger or the complex conditions/actions.
  8. Check Zudello Status Page: Visit status.zudello.com for any platform incidents affecting automations.

Need Help?​

If your Sentence is still not working as expected, contact Zudello support. Provide:

  • The name or UUID of the Sentence.
  • Screenshots of the Trigger, Conditions, and Actions configuration.
  • The Document UUID of an example where the Sentence should have run but didn't (or ran incorrectly).
  • A clear description of the expected vs. actual behaviour.