Event is not fired from workflow for only one case in production

[anonymous13]

Hello All!

Issue: Not Generating Email When Automated Response Button is clicked for only one case (email receiver is consumer of case (we have one field for consumer on case table))
In production there is one case for that event is not fired and because of that email notification is not triggered 

we have tried same scenario on lower environments but the output is different as compared to prod. Basically we are unable to reproduce that issue but in lower environments we observed that the event is fired but notification is not triggered for the same user (consumer) and we noticed that user (user with same email address  compare to consumer table ) is inactive on lower environments so we made that user active and reproduced the same issue then event is also fired and notification is also triggered. 

So is there any script which is validating user for active and inactive?

So major issue is in production why event is not fired for particular case as we noticed after this case, so many similar cases has been created for those event is also fired and notification is also triggered. This kind of issue we noticed first time ever 

This workflow will run when SLA get attached to the case and for this case it is attached.

Please let us know if any thing is there which we have missed! @Ankur Bawiskar 

We have attached all screenshots for the reference 

Notification: 

Event : 

Workflow: 

From this script event is called :

Your help will be highly appreciated:) 

Thank you so much in advanced! 🙂 

[Tony Chatfield1]

Hi, unfortunately 'Customer Service Management for Orders' is depreciated functionality and so not possible to reproduce your issue in a PDI.

You post does not clearly separate observations regarding event generation and notification triggering, so it is difficult to understand what is/is not happening and exactly what you have checked?

Have you checked the event log to see if the event was generated, and the issue is not just with notification trigger?

What tables does your workflow run against and have you confirmed that current.task is mapped to csm_order_case?
Have you checked your logs for errors\issues ?

Does the logging from your workflow script show in logs, are the values expected?

Have you confirmed that the issue is not related to user visibility of the target table\record ?

[anonymous13]

Hello @Tony Chatfield1 ,

1) we have already checked the events log for that particular case event is not fired and because of that notification is not triggered 
2) when SLA get attached to the case then workflow starts, Yes we have confirmed that current.task is mapped to csm_order_case. it is running on task table.
3) yes we have checked the logs 
4) we have added logs in lower environments so will able to understand the logs are printing or not.

5) we are not getting your last point can you please elaborate?

Thank you!

[Tony Chatfield1]

If I recall correctly workflows run as (with the rights of) the user who triggered the workflow, so potentially this could impact your process. If the workflow runs and triggers the sysevent for other tasks, then this should narrow your possible causes to issue with task, dot.walked data or user.
Have you reviewed xml of the task involved to ensure it is correct\has correct values, task type etc?

[saurabhtrivedi]

hi , did you check if particular case is corrupted or case is not meeting condition that is set in workflow ?