What happens when a workflow rule notification recipient is OOO?

[Former Member]

Workflow rules notifications are set up such that the relevant recipients receive an email when the appropriate conditions are fulfilled. It appears that if the recipient (s) is out of the office (and have out they OOO on in Outlook), there is no record of this in the system. This is in stark contrast with emails sent from a ticket: when the recipient has an OOO on, the reply is automatically added to the ticket. Isn't there the same functionality for workflow rule notifications?

[Former Member · Accepted solution]

Hi Nathalie,

No, this functionality is currently not available in general for all emails sent via workflow.

If the rule has been configured on a ticket, you can define the subject of the workflow email to match the usual ticket pattern, i.e. Re: [ Ticket: ### ] Subject, so that any response will be threaded back as usual. If you configure the rule to save the email as activity, even the notification itself will be stored inside the ticket. But for rules on other objects this is not an option.

Kind regards,
Gab

[former_member303175]

Hi Nathalie

,As of now there is only a generic capture of these automatic replies - as Workflow Failure Notification. (This is very similar to Automatic Replies that we get on sending email). When you open the notification and click on the particular workflow failed notification , you will see an error message on hovering over the status - Email Address is Invalid. This is captured in generic .But further details could be tracked from backend.

Thanks,

Vani

[Former Member]

Hi Gabriele.

Thanks for the confirmation around what is not available for the general functionality.