Microsoft KB Archive/914594

= A workflow rule or a sales process stops or will not run in Microsoft Dynamics CRM 3.0 =

Article ID: 914594

Article Last Modified on 11/19/2007

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APPLIES TO


 * Microsoft Dynamics CRM 3.0

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SYMPTOMS
A workflow rule or a sales process stops or will not run in Microsoft Dynamics CRM 3.0.

This problem typically occurs if one or more of the following conditions are true:
 * You upgraded from Microsoft CRM 1.2 to Microsoft Dynamics CRM 3.0.
 * You installed Microsoft Dynamics CRM 3.0 to existing databases.
 * You redeployed Microsoft Dynamics CRM 3.0.

However, you may also experience this problem even if none of these conditions are true.

Additionally, if the workflow rule or the sales process assigns activities to the user, an error message may appear next to the activity that is supposed to be assigned to that user. When you open the activity, you receive the following error message:

Access Error. The system could not log you on. This could be because your user record or the business unit you belong to has been deactivated in Microsoft CRM. For more information, contact your system administrator.

If platform tracing is enabled, you may also receive an error message that resembles the following error message:

2007-03-14 15:24:29.160] Process:CrmWorkflowService |Thread:0872 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | InternalCrmSetErrorInfoV File: c:\crmv3rtm\src\platform\include\util\icrmerror.h Line: 250 > Not enough privilege to access the Microsoft CRM object or perform the requested operation. The caller does not hold the privilege with ID: {886B280C-6396-4D56-A0A3-2C1B0A50CEB0} c:\crmv3rtm\src\platform\crmsecurity\secmain.cpp  333

[2007-03-14 15:24:29.160] Process:CrmWorkflowService |Thread:0872 |Category: Unmanaged.Platform |User: PlatformUser |Level: Error | InternalCrmSetErrorInfo File: c:\crmV3RTM\src\platform\include\Util\ICrmError.h Line: 362 > The user does not hold the necessary privileges. c:\crmv3rtm\src\platform\include\omcommon\omsecurity.inl 869

If you run the workflow rule or the sales process manually, the workflow rule or the sales process may run successfully.



CAUSE
This issue occurs if one or more of the following conditions are true:
 * By default, the System Administrator user account is created with the Restricted Access Mode check box selected. Workflow rules and sales processes that this user account owns will not run after you upgrade to Microsoft Dynamics CRM 3.0. Additionally, workflow rules and sales processes that this user account owns will not run after you install Microsoft Dynamics CRM 3.0 to existing databases. See Resolution 1.

Note The System Administrator user account was the only user account that could create workflow rules in earlier versions of Microsoft CRM.
 * When you created the Microsoft Dynamics CRM workflow rule, you were logged in with a user account that is now disabled. See Resolution 2.
 * A Microsoft Dynamics CRM workflow rule is created that sends an e-mail message or that assigns a record to a user account that is disabled. See Resolution 2.



RESOLUTION
To resolve these issues, use one of the following methods.

Method 1: Clear the Restricted Access Mode check box
 Determine the user account that was used to create the workflow rule or the sales process. To do this, follow these steps:  Log on to the Microsoft Dynamics CRM server by using a user account that has the System Administrator role or the System Customizer role. Click Start, click Programs, click Microsoft CRM, and then click Workflow Manager. In the Log On dialog box, type the Microsoft Dynamics CRM server name in the Target Microsoft CRM server text box, and then click OK. The Microsoft CRM Workflow Manager dialog box opens. In the Entity Type list, click the entity that is associated with the workflow rule or with the sales process. Examine the Owner column to determine the user account. Note this user account.</ol> </li> Click to clear the Restricted Access Mode check box for the user account that you noted in step 1e. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Start the Microsoft CRM Web client by using a user account that has the System Administrator role.</li> Click Settings, click Settings, click Business Unit Settings, and then click Users.</li> Double-click the user account that was used to create the workflow rule or the sales process.</li> Click to clear the Restricted Access Mode check box.</li> Click Save and Close.</li></ol> </li></ol>

Note This method uses a license for the System Administrator account.

Method 2: Give another user account the appropriate permissions, and then resave the workflow rules that were created by the System Administrator user account

 * 1) Log on to the Microsoft Dynamics CRM Web client by using the System Administrator user account.
 * 2) Click Settings, click Settings, click Business Unit Settings, and then click Users.
 * 3) Double-click the user account to which you want to assign the workflow rights.
 * 4) Click Roles.
 * 5) Click Manage Roles.
 * 6) Click to select the System Customizer check box, and then click OK.
 * 7) Click Save and Close.
 * 8) Log on to the Microsoft Dynamics CRM server by using the user account that you clicked in step 3.
 * 9) Click Start, point to Programs, click Microsoft CRM, and then click Workflow Manager.
 * 10) In the Workflow Manager Log On dialog box, type the name of a Microsoft Dynamics CRM server in the Target Microsoft CRM server box, and then click OK.
 * 11) Click a workflow rule, and then click Deactivate on the toolbar.
 * 12) Double-click the workflow rule to open it.
 * 13) Click Save.
 * 14) On the toolbar, click Activate.
 * 15) Repeat step 11 through step 14 for each workflow rule that was created by the System Administrator user account.

Note This method does not use a license for the System Administrator user account.

Method 1: Enable the user account in Active Directory and in Microsoft Dynamics CRM
If the user account that you used to create the workflow rule or the sales process is disabled in Microsoft Dynamics CRM, follow these steps: <ol> Enable the user account in Active Directory on the domain controller for the Microsoft Dynamics CRM environment. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Log on to the domain controller by using a Domain Administrator user account.</li> Click Start, click Programs, click Administrative Tools, and then click Active Directory Users and Computers.</li> Right-click the user account that is disabled, and then click Enable Account.</li></ol> </li> Enable the user account in Microsoft Dynamics CRM. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Log on to the Microsoft Dynamics CRM Web client by using a System Administrator user account.</li> Click Settings, click Business Unit Settings, and then click Users.</li> Select the user account that is disabled, and then click Enable on the Actions menu.

Note A license key is required for the user account.

After you enable the user account in Microsoft Dynamics CRM, the workflow rules and the sales processes will function correctly.</li></ol> </li></ol>

Method 2: Edit the workflow rule or the sales process to remove the disabled user account
To edit the workflow rule or the sales process, jump the stage where the rule or process is paused, and then edit the workflow rule or the sales process. To do this, follow these steps:
 * 1) On the Microsoft Dynamics CRM server, click Start, point to All Programs, point to Microsoft CRM, and then click Workflow Monitor.
 * 2) Type the name of the Microsoft Dynamics CRM server in the Target Microsoft CRM server box, and then click OK.
 * 3) In the View list, click All.
 * 4) In the Entity Type list, click the entity that is associated with the workflow rule or with the sales process.
 * 5) Locate the workflow rule or the sales process that is not running correctly.
 * 6) Double-click the workflow rule or the sales process. You will see the details and the stage at which the workflow rule or sales process is paused. This is the stage that references the user account that is disabled.
 * 7) Select the next stage after the stage that is mentioned in step 6, and then click Jump. This moves the sales process to the next stage. Users can complete the sales process from the Microsoft Dynamics CRM Web client. This does not affect the automation of the process. However, it does advance automatically to the next stage as soon as the activity condition is met.

To correct the problem in the future, you must remove the disabled user account from the workflow rule or from the sales process.

To do this, follow these steps:
 * 1) On the Microsoft Dynamics CRM server, click Start, point to All Programs, point to Microsoft CRM, and then click Workflow Manager.
 * 2) Type the name of the Microsoft Dynamics CRM server in the Target Microsoft CRM server box, and then click OK.
 * 3) In the View list, click All.
 * 4) In the Entity Type list, click the entity that is associated with the workflow rule or with the sales process.
 * 5) Double-click the workflow rule or the sales process, and then click Deactivate.
 * 6) Locate the stage that references the user account that is disabled.
 * 7) Update the step by removing the user account that is disabled. Then, substitute a working user account for the user account that is disabled.
 * 8) Save the changes, and then activate the workflow rule or the sales process.

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MORE INFORMATION
If the issue remains and you have redeployed Microsoft CRM 3.0, see the following article in the Microsoft Knowledge Base for resolution:

909675 Workflow processes do not function correctly or records are stuck in the workflow after you use the Microsoft CRM Redeployment tool to move Microsoft Dynamics CRM to a new environment

For more information about platform tracing, click the following article number to view the article in the Microsoft Knowledge Base:

907490 How to enable tracing in Microsoft Dynamics CRM

Additional query words: crm crm30 crm 3.0 workflow stop run sales process paused

Keywords: kbmbsupgrade kbmbsworkflow kbtshoot kbmbsmigrate kbprb KB914594

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