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Troubleshooting: Workflow Due Date Notifications Not Firing

Why workflow due date reminder emails aren't sending and how to fix it.

Overview

A workflow configured to send reminder emails based on a due date (e.g., "send email 7 days before course due date") may fail to fire if the due date condition is misconfigured, the learner's enrolment has no due date set, or the workflow was activated after the trigger window already passed.

Step 1: Confirm the due date workflow is added to the course

Due date workflows require each enrolment to have a due date assigned. If learners were enrolled without a due date, the workflow has no value to trigger against.

  1. Open the course and navigate to the Workflows tab. Confirm a due date workflow has been added.
    1. If no workflow is present, add one. See How to Add a Workflow to a Course for more details.

Step 2: Confirm the user is enrolled in the course

  1. The workflow will only trigger for users who are actively enrolled. Verify the learner's enrolment before troubleshooting further. Open the course > select the cog wheel > Enrol Users > minus button under Unenrolled Users.
    1. If the user appears here, they are enrolled. If they are not. click the plus button under Enroll Users and add the user.

Step 3: Check batch processing timing

Workflow actions are processed in batches, typically every few hours. If the trigger condition was only just met, wait a few hours before concluding the workflow has failed.

Step 4: Escalate

If notifications are still not sending after confirming the above, raise a ticket with the workflow name, affected course, sample learner names and due dates, and the expected trigger date.