The first thing to check is if the process is actually triggering or not. It will either be the action is not working or the process itself is not triggering. To check this run the below options:
On the top tool bar, or by using the three dots if it is not visible; click the Processes dropdown
Choose Processes List
As default these will be ordered by most recent processes run, so if the process triggered you should see it at the top or near the top of the list. Should it not be there it means the process hasn't triggered.
If the process hasn't triggered
Note: Check the processes list to make sure the process hasn't already been triggered in the past and is still in progress due to a wait event
Go into your process definiton, and choose Design
Right click on the Start Event, and select Settings
There are two reasons here the process would not have run:
The record does not meet the criteria - Make a note of the criteria you have selected, and check the record you believe should have triggered the action to ensure the criteria is correct.
New or Updated Only - There are 3 types of start event. These are New Records Only, Updated Records Only (First update) and Updated Records Only (All updates). This could also be an area why the record has not triggered the process.
If the process has triggered
Examine all elements of your process definition to ensure if everything is as you require. Common mistakes include:
If sending out a notification, make sure the email address is correct
If changing a field, ensure the field in the process definition is the same as the field in your module layout.
If creating multiple records at the same time (for example when converting a lead into 3 records) it may be necessary to add in a Wait to create a delay between the start event and your actions. This will be the clock icon on the process definition toolbar.
If the process definition has got a gateway and is following two paths
Examine the criteria you have for all of the paths that lead away from the gateway, are two lots of criteria being met. A common mistake is using an OR when you should use an AND, consider the following scenario:
FieldA equals Y
Field A equals Z
Field A does not equal Y OR does not equal Z
If FieldA is set to Y, then gateway 1 and gateway 3 will both have their criteria met. The OR in criteria 3 should be an AND.
If the process definition is sending out emails for old records
This is likely caused by a bug in CRM which causes records to resave when a related record is edited. The way around this is to add a field to the record that you can use to exclude the record from the criteria. You can then add an action to the process definition ensuring no email gets sent twice.
For example:
Create a new checkbox field called "Email Sent"
Add a criteria to the start event that would be "Email Sent equals false"
Add a change field action to the process definitions flow before the end event which changes "Email Sent" to be True.
If the above does not work, please see the following Get support in Access CRM and reference the title of this article.