If a workflow notification is not appearing in a user's To Do List, is firing for the wrong recipients, or is displaying incorrect content, use this guide to identify and resolve the issue.
⚠️Important: System Administrator access is required to check the WflQueue table and review workflow configuration. Do not make configuration changes in the live environment without first testing in a non live environment.
Notification not appearing in the To-Do List
If a notification is not appearing in the recipient's To Do List, work through the following checks in order:
Check the WflQueue table. Is a record present with the correct activity code?
If no record is present, the workflow activity is not linked to the clinical event trigger. Review the event trigger configuration for the relevant Rio module.
If a record is present, check the Status and Attempts fields. See the status reference below.
Check the activity configuration. Is the activity linked to the correct event trigger?
Check the recipient configuration. Is the recipient correctly configured in Message Generator?
Check the XML template. Is the template file name in the action configuration correct, and does the template exist?
WflQueue status reference
Status value | Meaning | What to do |
0 | Not yet processed | Wait for the background service to process the queue this takes 30-60 seconds. If the status does not change, the background service may not be running. |
1 | Currently being processed | Wait for processing to complete. If the status remains at 1 for an extended period, contact your Access Group representative. |
2 | Completed | The workflow fired successfully. If the notification is still not visible, check the recipient's To Do List directly, the notification may have been dismissed. |
📌Note: Completed queue items are moved to the WflQueueArchive table. If you cannot find a record in WflQueue, check WflQueueArchive to confirm whether the workflow fired and completed successfully.
WflQueue record stuck at status 0 or 1
If a queue record is not progressing past status 0 (not yet processed) or status 1 (being processed), the background workflow processing service may not be running or may be delayed.
Check the ProcessStart field on the queue record. If this is null, the background service has not picked up the item at all.
Contact your Access Group representative or system infrastructure team to verify the workflow processing service is running.
Wrong recipient receiving the notification
If a notification is being delivered to the wrong person, or not being delivered to the expected person:
Review the recipient configuration for the activity in Message Generator. Check the Action Target type and the configured recipient.
If using bespoke SQL to derive recipients, test the SQL query directly against the database to verify it is returning the expected user IDs.
Confirm that the intended recipient has an active Rio user account and that their user ID is correctly referenced in the configuration.
Notification summary text is blank or incorrect
If the notification appears in the To Do List but the summary text is blank, truncated, or incorrect:
Verify that the Template File Name in the action configuration matches the actual XML template file name exactly, including capitalisation and file extension.
Open the XML template and verify the Summary field is correctly defined and does not exceed 150 characters.
Check that any patient name or date placeholders in the summary text are using the correct parameter format for your Rio version.
Notification URL link not working
If clicking the notification link does not navigate to the expected Rio screen:
Test the URL manually by pasting it into a browser with a known patient ID substituted for the $clientid$ parameter.
Verify the URL navigates to the correct Rio screen for the event type.
Check that the URL format is correct for your Rio version.
Condition not filtering correctly notification fires for all events
If a notification is firing for all events rather than only those matching the configured condition:
Verify that the condition is linked to the action. Check that the Workflow Condition Config Code field in the action configuration is populated.
If using a bespoke SQL condition, test the SQL directly to confirm it is returning the expected result: 1 for a match, 0 for no match.
Check that the Check Type field matches the data type of the column being evaluated (Integer, Real, or String).
Pop up not appearing
If a pop up notification is not appearing for the recipient:
Verify that the PopupTime field is set in the XML template. If it is not set, no pop up will appear.
If the PopupTime has already passed and the user was not logged in at that time, the pop up should appear on their next login. Check the GenToDoList.PopupTime field for the notification record to confirm the value.
Confirm the user's Rio session is active. Pop ups only appear during an active session or on login.
Duplicate notifications being delivered
If a recipient is receiving the same notification more than once:
Review the event trigger configuration. Check that the activity is linked to the trigger only once.
Check for duplicate entries in the relevant linking table. Ffor example, UrgentCareDepartureMethod.WflActivityConfigCode for urgent care notifications.
Check whether multiple workflow activities are configured for the same event, if so, review whether both are intentional.